30-Day Return Policy
We offer a 30-day return and exchange policy with no restocking fees. If you are not completely satisfied with your purchase, please notify us within 14 days of delivery. This ensures ample time to return the item to the warehouse before the 30-day window expires.
Some sample brands are non-returnable. See below Samples Return/Exchange
Damaged, defective, or incorrect items must be reported within 7 days of delivery for a claim to be accepted — regardless of when the item is intended to be used.
Please ensure that someone opens and inspects the rug within 7 days of receiving it.
Unfortunately, the freight and claims department will reject damage claims after the 7-day eligibility window.
Return Shipping Cost
Please note, our policy outlined below reflects the standard upheld by leading high-end online home furnishing retailers.
We provide free shipping and offer full refunds with no restocking fees, absorbing the original freight costs ourselves.
However, return shipping cost and handling is the customer’s responsibility unless the item arrived damaged or the wrong item was sent. In such cases, photo evidence must be submitted within 7 days of delivery to process a replacement claim.
If you receive an excessive return shipping quote from your preferred freight carrier, please contact our support team. We may be able to guide you toward a more cost-effective return shipping solution.
Please note, in case we have to pick up an item due to a fault from our end, the pick-up will only be accepted from the address we shipped the item to.
All items must be returned to the address provided by our return department. Only Items that were purchased from our local store can be returned to the same store.
Please click here to request a return or call us at 704-814-9552 to receive a return authorization number and instructions for shipping the item back to us.
Please provide one of the following with your return request: (Order number, First and Last name on the order, the phone number on the order).
For your return, you will be provided with a Return Authorization Number (RA#) and an email with complete instructions on where to ship your merchandise back.
Please note, that the returned rug must be rolled and not folded, and covered all in plastic for the return to be accepted.
Please note: unless the rug is damaged, or the wrong item is received, the buyer, is responsible for return shipping.
You are responsible for selecting a carrier that provides tracking, as well as the return shipping charges. Insurance is not required but is highly recommended in case the item gets lost by the freight. If the item we shipped arrived at our customer with damage, images of the issue are required to be sent to the claim department to process the pickup/replacement claim.
Please note, that our return policy excludes samples, custom-made rugs, clearance items, and opened rug pads.
Samples Return/Exchange
The below manufacturers do not accept samples returns. However, the sample cost can still be credited toward any rug purchase priced at $299 or more.
Karastan, Jaipur Living, Loloi, Momeni, Couristan, Nourison, Feizy, Homespice Decor, Exquisite Rugs and Dynamic Rugs.
Custom-size rugs order cancelation and return
Please note, that once the Custom-size order is submitted, we have only 24 hours to send our cancelation request before the production of the item is started.
Unfortunately, custom-size rugs are not returnable however, they are eligible for a replacement if delivered with damage or a defect from the manufacturer's end in which images of the issue are required to be attached to the claim.
Warranty
Please note, that the majority of our manufacturers offer a one-year (limited) warranty on their indoor rugs and 6 months on their outdoor rugs.
The warranty is valid for one year from the date of purchase. It covers manufacturing defects or issues that may arise during this time.
The warranty usually covers defects in materials and workmanship. This means that if the rug has a defect that is the result of how it was made or the materials used, the manufacturer will repair or replace the rug.
Exclusions: Please note, that normal wear and tear, damage caused by misuse or accidents, or damage from improper care and cleaning may not be covered.
Unfortunately, the manufacturers will not accept any claim warrant after one year for the indoor rugs and after 6 months for the outdoor rugs.
Warranty claims cannot be accepted if a repair is made by a third party without the authorization of the manufacturer.
