simple and easy returns
There are basically three reasons why you might want to return a rug. Please select the reason that most closely describes your intent.
Option A: “I’m not in love with my rug”
Rugaholic offers a risk-free 15-day trial from the date of receipt on every rug we sell, with the exception of custom rugs. If you are not 100% happy with your new purchase, simple contact us at firstname.lastname@example.org and we will make all the necessary arrangements.
If you are ordering a large sized rug, we highly recommend considering our SAVE YOUR SANITY sample program. If your chosen rug has a sample available, this option will allow you check out a small sample first. When ordering a sample, we will issue you a coupon number with your receipt. If you proceed to order the larger version of this sample, simply apply the coupon code to your order and the sample charge will be applied toward your new purchase. As an added bonus, the sample is yours to keep. This could prevent you from incurring larger fees associated with returning a larger rug if it’s not to your liking. For more information, please see details listed under our Sample Program.
Once we have received your return request, we will initiate the process to have the rug picked up from your address. We will email you a Return Authorization Number which you will need to put on the outside of the packaging.
Rugs must be returned in original packaging (or the equivalent) and in new condition. If you need us to send you packaging material, please include this in your email request. Keep in mind there is a fee of $20 to do so.
Most rugs will be picked up at your door by UPS or Fedex. Typically rugs are picked up within 3-5 business days of confirmation of your return request. Your refund will be issued once your rug has been received and inspected back in the warehouse. Please Note: The cost of the return shipping charges for your first return is on us! You will only be charged a 15% restocking fee. After that, return shipping charges and a 15% restocking fee will be deducted from your refund amount. Your refund should appear with 5-10 days from receipt of your returned rug. Please understand that most of our vendors require a restocking fee if you return a rug for a reason other than defect.
If you prefer, you can also make your own arrangements to return a rug. You will still need to put the Return Authorization number on the outside of the package and return it in its original packaging or similar. Please insure the package for the price of the rug. We cannot be responsible for lost or damaged packages being returned to us. Keep in mind that if you take responsibility for the shipping, you are responsible for filing claims with the carrier in case of loss or damage.
Option B: “I love my sample, now I want to order a larger size”
With our Sample Program, many buyers prefer to order a sample of the exact rug they want. If you’ve purchased a sample that is 24” x 24” or smaller and now wish to purchase a rug of a larger size, simply place your new order online for the larger rug and once the rug ships we will refund the original sample rug order. The sample is then yours to keep at no charge. If you return the larger rug after receiving a refund for the sample, the original sample charge will be deducted from your final refund.
Please Note: Samples 24” x 24” and smaller are non-returnable and credit is issued only if you purchase a larger rug. If a sample is available of the rug you desire, there will be a link on the product page to order the sample. That link will give you the size and cost of the sample. And shipping is free!
Option C: “My rug arrived damaged or has a defect”
Sometimes a rug has a problem. It doesn’t happen often but it can happen. Not to worry, we will handle everything and make it right. Maybe it was damaged in shipping or had a defect once you unrolled it that you hadn’t noticed on delivery. If your rug arrives damaged in transit, please refuse the item and contact us ASAP at email@example.com. If you were not home to refuse it, please save all packaging material and notify us immediately. We will make all the necessary arrangements to correct the situation.
Open your rug carefully. DO NOT USE RAZOR BLADES. This is the #1 cause of damage to area rugs and rugs damaged by blades are not returnable or refundable. Please use care when unwrapping your new rug.
It’s important to inspect your rug on delivery or within 48 hours thereafter. If your rug appears to be damaged or defective, contact us immediately at firstname.lastname@example.org and a representative will contact you within 2 business days to make arrangements for its return and replacement. Damaged and defective rugs will be replaced at no additional cost to you. If the same rug is not readily available, you will have the option of waiting for its arrival, using the credit towards the purchase of any other rug from our collection or we will happily issue you a full credit for your purchase once the rug has been received in our warehouse.
If your rug is defective or damaged on arrival, please take a couple pictures of the area that shows the issue. If the packaging was damaged, we suggest taking a picture of this as well. Our representative may ask you to email those as part of our claims process. Save all packaging materials that your rug came in to reuse when returning your rug. If you should lose the packaging material, please request a new sleeve with your request. There is a $20 fee for replacement packaging.
Please consider what might appear as a defect may, in fact, be characteristic of the rug. Many rugs are made or enhanced by hand and have inherent qualities that make them unique. Sometimes a simple fix is readily at hand. If you’d like to learn more about specific types of rugs, how they are made and how to care for them, please visit our Rug Care Guide section.
Notes on returns
Do not fold, stable or tape any surface of the rug.
Rugs must be returned in new condition. Soiled or damaged rugs will be refused and refund will not be issued.
No returns will be accepted without a Return Authorization Number. Any returns received without an RA# or shipped to wrong address will incur additional freight costs and a 20% service fee plus any applicable restocking fees that may apply.
No returns after 15 days of delivery.
Rug pads may not be returned for credit.
Return shipping fees for reasons other than defect or damage are the responsibility of the customer as well as a restocking fee.
How to safely wrap your item for return
If the original packaging material is in good condition, you may reuse it. Make sure all open/loose ends are securely sealed with packing tape. If you cannot reuse the packaging, a heavy-duty disposable plastic painter's tarp (available at most hardware stores) is a great substitute. Make sure to remove any/all original packing labels before shipping your rug back to us. We highly recommend that you purchase insurance and tracking for any items you return, since you, the shipper, are responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges unless Rugaholic is facilitating a pick up or replacement for you.