Return Policy

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Return Window

Standard Returns: Items purchased in-store or online may be returned within 5 days of the in-store purchase or delivery date.

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Non- Returnable Items 

Custom & Special Orders: Custom-sized, custom-dyed, or specially sourced rugs are final sale and are not eligible for return unless they arrive damaged or materially defective. The following items cannot be returned:

• Custom orders or specially commissioned pieces

• Rugs purchased at clearance or final-sale pricing

• Rugs sold “as-is” with disclosed condition notes

• Underlays, rug pads, and cleaning supplies

• International orders (see International Sales Policy)

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Eligibility Requirements

To qualify for a return, the rug must meet all of the following conditions:

• Unused and in original condition — free of stains, odors, pet hair, and damage

• Rolled (not folded) and in its original packaging when possible

• Accompanied by the original receipt or proof of purchase

• Not altered, cut, or modified in any way

• No stains, spots, wear, or damage. 

*Rugs that show signs of use, wear, soiling, or damage caused after delivery are not eligible for return.

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How to Initiate a Return

Step 1 — Contact Us

Reach out to our customer service team within your return window:​​​

• In-store: Bring the rug and receipt to our showroom during business hours 

 

 

Step 2 — Receive Authorization

All returns require a Return Merchandise Authorization (RMA) number issued by our team. Returns sent without an RMA may be refused.

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Step 3 — Ship or Drop Off

Once authorized, you may return the rug by:

• Dropping it off in-store at your convenience

• Scheduling a pickup (fee may apply for large rugs)

• Shipping to our warehouse (customer is responsible for shipping costs unless the item is defective)

Refunds

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Method: Refunds are issued to the original payment method within 5–10 business days of receiving and inspecting the returned item.

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Shipping Costs: Original shipping and delivery fees are non-refundable unless the return is due to our error or a product defect.

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Restocking Fee: A restocking fee of up to 15% may apply to returns on large or high-value rugs.

Exchanges

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We are happy to exchange a rug for a different size, style, or color within the standard 5 -day return window, subject to availability. Exchanges for items of lesser value will result in store credit. Exchanges for higher-value items will require payment of the difference.

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Damaged or Defective Items

If your rug arrives damaged or with a material defect, please notify us within 5 business days of delivery. We will arrange for inspection and, at our discretion, offer one of the following resolutions:

• Full replacement at no charge

• Professional repair covered by us

• Full refund, including original shipping costs

Please retain all original packaging and photograph the damage prior to contacting us, as this will expedite your claim.