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Return Policy

We accept returns in 14 days after you receive the item you purchase from us. 

In the event that something happens during transit, we will accept any damaged or defective merchandise for return, but we must be advised as soon as you receive your merchandise. Contact us, and our customer service staff will work with you to arrange for return or replacement. We do require pictures be sent showing the damage and/or defect so that we can file a claim with Ups/Fedex. We cover all costs of shipping returns if the rug is defective in any way.

If you decide that the rug/product does not meet your expectations for color, size, etc., we will accept its return as long as the product is returned to us undamaged and unused. We do not cover the cost of return shipping if you are not satisfied with your purchase. Do not refuse any shipments as this can cause delays in your refund. Refused shipments will be subject to return shipping fees and restocking fees.

Please contact us via email at [email protected] prior to returning or cancellation of any order so that we may provide you with complete return instructions, address and when applicable a prepaid return shipment label. A full refund will be issued in 5 business days once the item is received.  After the return instructions and address or pre-paid shipping label are sent, you only have 7 days to return the product(s).

How to safely wrap your item for return. Open your rug carefully. If the original packaging material is in good condition, you may reuse it. If you cannot reuse the packaging, a heavy-duty disposable plastic painter's tarp (available at most hardware stores) or a heavy duty black plastic garbage bag is a great substitute. Please fold the rug as close as possible, similar to the way you have received it and wrap it with the heavy duty black plastic at least a couple of times and tape it securely all around the package to prevent it from getting wet during transit. Please do not ship the rugs rolled or boxed. 

Custom made rugs are not refundable and returnable. We would send images/videos of custom made rugs you order for your approval before shipping. We would only ship them once you approve. 

Samples are only returnable when the refund amount will be applicable to another larger sized rug.

Please do not hesitate to contact us by Email, Text message or WhatsApp for any questions or concerns you may have before placing an order. 

We respond to 90% of the emails and text messages within 4 hours and 100% within 24 hours.