The thought of unwanted purchases keeps us up at night, so we offer a great Return Policy to ensure that sleep easy. We take NO RESTOCKING FEES from your refund on orders below 500 dollars. A 5% restocking fee will be deducted from your refund on orders above 500 dollars with the exception of Dalyn Rugs which have a 25% restocking fee. You have 30 days from the date of delivery to return your item. In order to meet our pledge to quality customer service, we feel that returns should be straightforward and hassle free. 7x9 rugs or larger are non refundable.
1. Prepare your return: All returns must have original tags and packaging, and has not been modified, used, or installed. Your item must be wrapped securely, leaving no area exposed so it can be transported safely without damage. Manufacture defective items must be reported to customer service with a picture of the defect within 30 days of delivery.
2. Final Step! Fill out our Return Form to obtain a RAN (Return Authorization Number). We will then email you back with a RAN and the location to ship your item back to.
Please note returns without a RAN won't be accepted.
Our products are well packaged to avoid damage during shipping. We'll often double bag or double box, as an extra precaution. We also routinely send certain oversized items with special carriers to ensure safe delivery.
If there are any issues with transportation we will make sure you receive the necessary replacements as fast as possible, at no additional charge.
If you receive your order and find out later that there are missing pieces, please make sure to contact us immediately. Our time window to claim missing items with freight carriers is generally 72 hours.
If your item has issues that were caused by manufacturers defect, we will replace the defective product. You have 30 days to report the defective product from the date of delivery and provide a picture of the defect. Some rugs are uniquely handmade, no two handmade rugs will be alike causing some variances in color to occur which is not a manufacture defect. Our manufactures allow for a 5% variation without being considered defective. We have great relationships with our manufacturers and will do our best to resolve any issues. If upon inspection, we determines the product to be non-defective, a 20% restocking fee will be deducted from your refund.
Things you should know
Due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. We stand behind every product that we carry.
Select items cannot be returned such as custom made items, clearance items, and items which are marked "non-refundable" on the product page. Also gift cards are not refundable. If you have any questions, please contact us.
Upgraded shipping costs are non-refundable. As the buyer, you are responsible for any shipping costs associated with returns. For items that shipped for free, our shipping cost will be deducted from your refund.
An order cannot be cancelled once it has shipped. If you decide to cancel after shipment, our standard return policy applies.
Once your return is received and inspected by our warehouse your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-7 business days after your credit is applied for it to post to your account.