RugsTown.com offers a 30-day return on all our rugs.
Please, notify us with your return request within 14 days from the delivery date to ensure there is enough time to have the item back at the warehouse before the 30 days is over.
Items delivered with damage must be reported to us within 7 business days from the delivery date as this is the window time allowed to file any damage claim. RUGS MUST BE OPENED AND INSPECTED BY SOMEONE WITHIN 7 BUSINESS DAYS FROM THE DELIVERY DAY.
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
Samples can be returned for a credit if exchanged with any larger rug priced at $299 and up. Samples return freight is the customer's responsibility.
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.