Refund Policy 

Refunds must be made in writing. If you are requesting a refund for items for which you paid, please include the following information in your refund request:

1. Order number (listed on your RugSmart receipt)
2. Your first and last name that appears on the order
3. The date on which you ordered your order
4. The reason for the refund request

Once we confirm the information, we will contact you to complete the refund process. This process can take up to 15 business days. 

 

Return Policy

At RugSmart, we strive to provide 100% customer satisfaction in every transaction. Therefore, our return policy was designed to take the risk out of online ordering.

We offer a 15-day return policy on rugs in new and unworn condition. However, soiled and damaged rugs will not be accepted. So, please, ensure all returns are in their original condition.

For every return, shipping costs are the responsibility of the purchaser and we recommend utilizing FedEx or UPS to track and insure the return thereby protecting your credit.

For a quick and easy return, please follow these easy steps:

1. Contact us for a return authorization (RA) number and for return shipping information. 
2. Securely wrap the rug in its original packaging or similar material for maximum protection.
3. Attach the RA number or write it boldly on the outside of the package.
4. Take the rug to UPS/FedEx or call for a pickup. The pick-up fee is the customer's responsibility.
5. Get a receipt with the tracking number or just write it down for your records.

Please note:

1. Made-to-order (MTO) rugs and custom-made rugs are not eligible for a return and are non-refundable.
2. Photos from both ends of the rug will be required.
3. Soiled and damaged rugs will be refused, so we encourage you to follow these tips to ensure a successful return:
4. Do not apply tape directly to the rug.
5. Properly secure the packaging.
6. Keep the area rug rolled as it was sent to you, never folded.
7. Make sure the rug is insured for its full retail value.
8. Customer is responsible for any possible re-stocking fees.

 

For a Return Due to a Manufacturing Defect:

Contact us within two weeks with:

1. Your order number
2. Your first and last name
3. The date on which you ordered the rug
4. The reason for your return request
5. Photos from both ends of the rug

RugSmart will contact the manufacturer with the above information and, upon approval, will secure and forward to the customer a pre-paid return shipping label.

RugSmart will then arrange for a pick-up. A refund or rug replacement will be made after the manufacturer has received and inspected the rug and notified RugSmart.

For more information or to begin processing a return, contact our customer service department via email to sales@rugsmart.com