OUR RETURN POLICY
We wish everybody fell in love with their rug as soon as it was unrolled. But we get it, sometimes the rug just won't work. That is why we offer a 30 day return period to give our valued shoppers as much time as possible to get acquainted with their new rug. But if a return is the only solution we try to make the process as painless as we can.
Within 30 days of delivery you may return your area rug for a full refund* While we offer free shipping to your address, we do request all return shipping be paid for by the customer. All items must be returned in 1st quality condition and prepared for shipment in the original and or equivalent shipping materials. We will not accept items that have been damaged, used, soiled and or otherwise mistreated due to insufficient return shipping preparation. Likewise, returns made without approval or without the proper identification will be refused and sent back to the customer. We highly suggest insuring your shipment for the full amount.
* See Non Returnable Items Below.** A 10% restocking fee will be assessed on all orders over $1000
START A RETURN
Email Customer Service At [email protected].
Please be sure to include your order number and the reason for your return.
Kindly allow 1-3 Business Days for our team to process and receive the approval from the appropriate warehouse
You
will receive an email with your RMA number ( Return Merchandise
Authorization ) along with the return address and any other appropriate
information for your return.
TIPS FOR AN EASY RETURN
Be sure to properly secured your return for transit.
Write the RMA number clearly on the outside of the packaging. This number is the warehouse unique identifier for your return and helps speed along your refund
Please provide tracking to [email protected] so we know when your item was returned back to the warehouse.
Returns beyond 30 days are regrettably no longer available for return.
NON RETURNABLE ITEMS
Custom Stair & Hallway Runners
Items Made To Order
Custom Made Rugs
Opened Rug Padding
One Of A Kind Items
Clearance Items
Concord Global Brand Rugs
All International Orders
SHIPPING DAMAGE OR DEFECTIVE GOODS
If an item arrives and is visibly damaged by the carrier. Please refuse the shipment. If the shipment cannot be refused, we need to be made aware of the damage THE SAME DAY as the delivery.
If
your rug arrives and you feel there is a defect in the manufacturing
process please contact us within 7 business days to report the issue.
Please also be prepared to include photos of the issue.
INCORRECT ITEM SENT
If
you received an item that is not what you ordered, no problem we are
here to assist! Email us at [email protected] with your order number
and please include a picture of the label of your rug. We will take it
from there and get you the right item ASAP...oh and we are truly sorry for the mistake!
CREDITS
Credits are issued once your return has been fully inspected by the manufacturer. Typically you will receive your refund within 7-10 business days
REFUSAL OF DELIVERY
Items refused for delivery (whether at point of delivery or a customer's failure to set up a freight delivery) will receive a full refund minus all shipping expenses( to address and back to warehouse) in addition to any restocking fees associated with the return policy listed above.
FREIGHT DELIVERIES
Over-sized items that are too large or heavy for standard ground shipment will ship LTL Freight.These are typically defined as rugs 9 ft x 12 ft and larger, 9 ft Round rugs and larger, and larger rolls of runner. If you are unsure if your item will ship freight, please contact us for assistance. Please note that you must provide accurate contact information in your order so the freight carriers can schedule a time and date to deliver your merchandise. Our freight delivery service includes delivery of the item to the address only. The items delivered via LTL will not be hand carried into the home, lobby or any other area. If you approve services that are not standard such as liftgate service or delivery within your residence, you will be billed separately by the carrier. You should be able to or make arrangements to have assistance carrying the rugs into your home, up stairs, in elevators etc. If you cannot make these types of arrangements, please call for white glove service options. Please fully inspect your freight delivery before signing for it. By signing you are acknowledging that the item is free of damage caused by the carrier and therefore could prevent a subsequent damage claim from being filed on your behalf. If you discover damage after the delivery has been made, please notify us THE DAY OF DELIVERY via email of your damage. Failure to do so will likely result in a denied claim.
WARRANTIES
All warranties are explicitly upheld by the manufacturers. If within 30 days of receipt you are experiencing what you believe to be sub par performance, please contact customer service for assistance.
BACKORDERS
From time to time products may be on a slight delay before shipment. If your item is not ready to ship you will be notified by phone and or via email with an update and expected ETA of new inventory. Please note all orders placed with a credit card are not charged until the item ships. Likewise you will be updated via email every 2 weeks on the arrival of your item.
CANCELLATION POLICY
Any item that has not been assigned stock or tracking may be canceled. It is not uncommon for items to ship or be picked to ship same day so we encourage you to be sure of your purchase to avoid any frustration.
Custom or Made To Order items are not able to be cancelled at anytime for any reason. These include but are not limited to: Stair Runners, Hallway Runners, Custom Area Rugs, Custom Braided Rugs or any item that is not of stock sizes by the manufacturer. Custom orders will be further notated in the order confirmation email.
NON DEFECTIVE COMMON ISSUES
The
images we display are as accurate as possible and in many instances
offer multiple views of the item. However, color can vary depending on
the environment the rug is placed in. For this reason any and all color
issues are deemed a matter of interpretation and not a defect.
Shedding
is a common occurrence in area rugs, mainly wool. While we certainly
understand shedding can be a frustrating issue and seem like a result of
poor craftsmanship it is instead very much expected and will subside
overtime.
Area rugs, especially hand made are susceptible to variance in size. Size variation of up to 6" on all sides is not uncommon and as a result is not considered a defect.
Wrinkles,
creases, curling and bumps in rugs are generally short term issues
caused by the rug being rolled in storage for shipping. After the rug is
unrolled either apply weights or reverse roll the rug to mitigate and
cure these occurrences. As all other stated common issues, these are
likewise not a defect and will subside within a fairly short time frame
INTERNATIONAL RETURNS
Orders shipped to Canada may be returned, however the customer is responsible for the return shipping costs + any applicable taxes and duties associated with importing the order back to the United States. If a customer no longer wants an item or doesn't want to pay the associated importation fees, they may refuse the shipment and will receive a full credit minus all shipping charges and any restocking fees associated with the return.
At this time all other international orders are non returnable.