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 linger available for return.
NON RETURNABLE ITEMS
Custom Stair & Hallway Runners
Items Made To Order
Custom Made Rugs
Opened Rug Padding
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 and notify us within 2 business days. If you cannot refuse the shipment, no problem simply notify us within that 2 day window for assistance.
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 will receive a full refund minus shipping expenses
FREIGHT DELIVERIES
Oversized shipments will require an appointment for delivery service. Please be sure you have provided a best contact number as well as accurate delivery information when placing your order. Standard freight service provides delivery to the address only and will not include white glove interior delivery. Please make appropriate arrangements for delivery should you need to. If you cannot and require more personalized delivery options, please contact support at 866-784-7123 or via live chat for assistance
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
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