Return Policy

Additional Return Details:

• All returns must include a Return Authorization Number (RA#) issued by our support team.
• All return requests must be initiated within 14 days of delivery to receive an RA#.
• Once an RA# is issued, the item must be shipped back within 7 days.
• If the return is not shipped within this period, the RA# will expire and the return request will be canceled.
• Returns received without an RA#, shipped to the wrong address, or shipped after the RA# has expired may be refused and may incur:
  Additional freight charges
  A 20% service fee

• Items must be repackaged in the original or equivalent protective packaging.Improper packaging resulting in damage or soiling during return transit may void eligibility for a refund.
• Rugsluxe.com is not responsible for lost or missing return shipments. Customers are strongly encouraged to use a trackable shipping service and purchase shipping insurance for valuable items.

Non-Returnable Items:

• Samples
• Cut roll runners
• Custom, made-to-order, or one-of-a-kind items
• Clearance or closeout items
• Rug pads that have been opened
• Items marked as “Final Sale”

• Items marked “Final Sale” cannot be returned, refunded, or exchanged under any circumstances.

Important Notes:

1. No returns are accepted after 14 days of delivery.
2. Damaged or defective items:

• Report damages or manufacturing defects within 5 business days of delivery.
• Contact us at support@rugsluxe.com with:
• Your order number
• A description of the issue
• Photos of the defect/damage (include the rug, packaging, and label).

3. Refund Process:

• Refunds are issued to the original form of payment within 1–2 weeks after the returned merchandise is received and inspected.
• If the return is approved, the refund excludes non-refundable fees (e.g., shipping and handling).
• Please note that banks or credit card providers may take an additional 5–7 business days to process refunds after Rugsluxe.com issues them.

4. Size Tolerance:

• Rugs may vary by ±3 inches from stated dimensions. This is a normal characteristic and not a manufacturing defect.

5. Shedding:

• Shedding is normal for handmade rugs, especially those containing wool. Regular vacuuming will reduce shedding over time.

Returns & Complimentary Rug Pads

• If a qualifying rug purchase includes a complimentary rug pad and the rug is later returned:

1. The complimentary rug pad must be returned unused and unopened to receive a full refund
2. Opened or retained rug pads are non-returnable
3. If the rug pad is not returned or has been opened, the value of the rug pad (up to $75) and the original rug pad shipping cost (minimum $25) will be deducted from the refund
4. Customers are responsible for all return shipping costs. RugsLuxe does not provide prepaid return labels.

If Your Item is Damaged or Defective:

• Provide the following details when contacting customer service:

1. Order number
2. Description of the issue
3. Photos showing the damage/defect and packaging (close-ups and full images).
4. Indicate if you’d prefer a replacement or refund.

• If a replacement is requested, the replacement order will be processed as a separate transaction. The original item must still be returned in proper condition.
• For assistance, email us at support@rugsluxe.com, and our support team will respond promptly.

• For bulk or commercial orders, returns are subject to review and may follow a separate return policy. Contact customer service for assistance.

Return Shipping Guidelines:

• Customers are responsible for obtaining and paying for return shipping labels. Rugsluxe.com does not provide prepaid return

• Multiple items in the same order may be returned together under one RA# as long as each item meets the return requirements.

Lost or Missing Shipments:

• If your item does not arrive or is lost in transit, please contact our customer service team within 5 business days of the expected delivery date for assistance.

Gift Returns:

• Refunds for returned gifts will be issued to the original payment method used for purchase.

Environmental Disposal Policy:

• If an item is deemed too damaged or soiled to qualify for a return, we may recommend donating or responsibly disposing of the item. Please contact us for guidance.

Contact Hours and Response Times:

Our customer service team is available Monday–Friday, 9 AM to 5 PM EST. Most inquiries are addressed within 1–2 business days.