Eligibility for Returns
To be eligible for a return, items must be in their original condition, unused, and in the original packaging. You must initiate the return process within 30 days of receiving your order. Items that are damaged, stained, or altered in any way will not be accepted for return. Please inspect your rugs upon arrival to ensure they meet your satisfaction.
How to Request a Return
To request a return, you must email us at [email protected]. In your email, include your order number, the reason for the return, and any relevant photos if applicable. We will respond to your request within 3 business days with further instructions on how to proceed. Please do not send your item back without receiving confirmation from us first.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon in writing. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We cannot guarantee that we will receive your returned item, and you are responsible for ensuring it arrives safely back to us.
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets our return policy requirements. If approved, your refund will be processed within 7 business days. The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund and reflect it in your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, you must return the original item for a refund and place a new order for the desired item. This process ensures that you receive the correct item without delay. Please follow the return process outlined above to initiate your return.
Non-Returnable Items
Some items are non-returnable, including custom or personalized rugs. If you have any questions about whether an item is returnable, please contact us before making your purchase. We will provide clarity on the return eligibility of specific items to avoid any confusion.
Contact Information
If you have any questions regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your concerns are addressed promptly. Our customer service team will respond to your inquiries as quickly as possible, typically within 3 business days.