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Satisfaction Guaranteed

If for any reason you are less than satisfied with your rug, you may return it within 15 days for a full refund.*

Step 1: Email returns@rugsexpress.com for return instructions and for a return authorization number. Please write the provided number on the outside of the package. Any package without prior return authorization may be refused or may incur additional fees. You must contact us within 15 days of receiving your rug for authorization to return. The 15 days begins on the date your rug is delivered. No returns/exchanges can be considered after 15 days of receipt of your rug(s). Once given your return authorization number, you have 7 days for your rug(s) to be delivered back to us.


Step 2: Securely wrap your rug back in plastic. Please do not fold the rug or use any tape on the actual rug as this will damage the product.


Step 3: Ship the rug back to us at the address provided to you. We recommend UPS or FedEx Ground because of their tracking & insurance capabilities. Shipping costs for returns are the responsibility of the customer.

 

*Exclusions from Our Return Policy

  • We do not accept returns on damaged or soiled rugs. If your rug initially arrives damaged or dirty, we will gladly arrange for its pickup and replacement at no charge.

  • Non-Returnable & Non-Exchangeable Items: Samples, Holiday Rugs, Custom-sized runners, Clearance dept. items, oversized rounds/squares/octagons 9' or larger, Oversized rugs (rugs 9'2" wide or larger), CMI braided rugs and specially requested rugs not seen on our website. Pads are returnable if unopened. If your order came with a free pad, it must be returned for full credit.
  • Image Quality: Images displayed on our website are as accurate as possible. However, due to differences in monitor settings, we cannot be responsible for variations in color between the actual product and your computer monitor. Additionally, most photos on our site resemble a medium sized rug (typically a 5'x8'). If a larger rug is purchased (i.e. 8'x11'), the pattern and design will be more intricate. If a smaller rug is purchased (i.e. 2'x3'), the pattern and design will be less intricate and may contain less borders, designs, etc. 


Damaged/Defective Items

  In the unlikely event you notice your rug is damaged before accepting a delivery, please refuse the shipment and contact us immediately. Notice: Buyer must inspect goods and packing in the presence of the delivery person before accepting goods. If goods are damaged, buyer must declare the damage in writing on the shipping documentation before signing for the goods. Our shipping companies will not accept any damage claims after goods are signed for.

If you see damage after you open the package, please contact us for a replacement. All claims for damage or defects must be reported to us within 24 business hours after delivery.

Please only refuse an item if it is damaged. If you refuse a shipment for any other reason, you may be charged for the return shipping and/or our manufacturer's restocking fee.

 

Cancellation Policy*

Should you wish to cancel your order, please notify us as soon as possible and we will respond IN WRITING with a cancellation number if it is possible to stop the order. Please note that often times backordered rugs ship out much sooner than first quoted therefore not all orders will be able to be cancelled. Cancellations are valid once we reply with a confirmation email.


If delivery is refused on a non-defective order or if you are unable to accept delivery, the shipping charges for sending the rug back to the manufacturer will be deducted from your credit because we are charged for the return shipping by UPS and FedEx. Also, a restocking fee may be assessed by the manufacturer. Prior to refusing any item, please contact us for clarification of our manufacturer's policy.

 

*Note: Unless backordered, many items are non-cancelable such as custom cut runners and "made to order" items. If you have any specific questions about non-cancelable items, please do not hesitate to contact us.


Backorder Policy

If you have received notice that one or more of your items are backordered, you will not be charged until the item is ready to be shipped. Please note that quoted backorder times are always approximate and can vary due to factors out of our control such as customs, unforeseen manufacturing delays, etc. If you would like to check the status on a backorder, please feel free to contact us.


If you would like to cancel an item on backorder, please review our Cancellation Policy above.