To request a return please complete the form on our Return Request page.
FREE RETURN SHIPPING WITH EXCHANGE*:
We are currently offering a promotion for free return shipping on a applicable rug of $500 or more, with an exchange purchase of an equal or greater value item. For your convenience, we will send a pre-addressed call tag to pick up the rug to be exchanged. Please note: If the replacement item is also returned, the shipping on both items will be at the customers cost; which includes the original shipping fees incurred by Rugs Done Right. Sample sizes (2x3 to 4x6) can also be returned at no cost when a replacement is ordered in the amount of $500 or more. Oversize rugs 8' wide or larger do not qualify for the promotion. Offer applicable on orders shipped within the 48 contiguous United States only. This a one-time offer, per customer.
To return an item please complete the form on ourReturn Request page or email your request for return in writing, within two weeks of the delivery day. Date of delivery is considered day one. All returns must have a valid RMA# (return authorization number). Once a return is approved, we will email you detailed instructions including the required RMA# to return the item.
Return shipping costs are approximately seventy-five cents ($0.75) per square foot; so a 5x8 would be approximately $30. The package weight, dimensions, and shipping location determine the actual price of return shipping. Please note UPS/FedEx Ground surcharges may apply during the Holiday Peak season.
If delivery is not possible due to an incorrect address on the order, or the package is refused by the customer, the shipping (both to the customer and back to the warehouse) will be at the customers expense. If an item is returned without an RMA authorization number, or the customer refuses to accept delivery, credit will not be issued for that item. Thousands of packages are received at multiple warehouses daily, therefore a proper RMA# is the only way to ensure credit is assigned to your specific order.
Most products are returnable within 14 days for a full refund to your original payment method. Due to the increased difficulty with transport and logistics, the customer is responsible for the original ship cost and return shipping cost for the following items: oversize rugs eight feet wide or larger, outdoor rugs, sisal/jute rugs, and shag rugs and unopened rug pads. We highly recommend ordering a sample to view first if you are unsure if the rug will work in your intended space.
Returns are not accepted on cut roll runners, special orders, made-to-order rugs, and shipments sent outside the 48 contiguous United States. Clearance and closeout items are marked down considerably and are therefore final sale. Oversize Hand knotted rugs that ship ground instead of freight ( under 150 lbs) can be returned for refund.
All cancellation requests must be in writing before the item has shipped. Please fill out the Cancellation Request Form. We will make every effort to stop a shipment of a requested cancellation; however we cannot control shipment once an item has been processed. An order is only considered cancelled once you receive confirmation via email that the order was successfully able to be cancelled. Certain warehouses are unable to stop shipment once an order has been placed with them. Orders are transferred to the supplier immediately after placement to ensure quick delivery.
DEFECTIVE OR DAMAGED ITEMS:
All items are inspected prior to shipping, however in the rare instance the rug arrives damaged/defective, or is not the rug you ordered, contact us and an exact replacement will immediately be sent out. If the shipper appears to have damaged the item upon delivery, attempt to refuse the package and request from the driver a Damage Receipt. Contact us immediately so we can file a claim and have a replacement shipped to you.
We do not charge a restocking fee. Returns must be in original condition and soil/ stain free in order for a credit to be issued. After the return authorization is issued, the rug must be received back at the warehouse within 14 days. Refunds to your original form of payment are issued only when we receive an Inspection Complete Notification from the manufacturer or warehouse stating that the item is in original condition. Refunds are typically issued within 1-2 billing cycles. Items returned to the wrong location or incorrect items returned will not receive credit. Handling fees (if applicable) are not refundable. Oddly enough people have returned pillows, drapery, and even shoes in error. We will make every effort to make the return process an easy one for you!