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 for one applicable rug of $1500 or more, with an exchange purchase of another 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 of both items will be at the customers cost; which includes the original shipping fees incurred by Rugs Done Right. If the exchange order is cancelled the original order will no longer qualify for the promotion. Sample sizes (approx.2x3 ) can also be returned at no cost when a replacement rug is ordered in the amount of $1500 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.
Most products are returnable within 14 days for a refund to your original payment method. A restocking fee of 15% is deducted from the refund of the item. 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. 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, vinyl mats, rug pads, and decor (pillows, throws, mirrors, lamps and accessories). No returns on shipments sent outside the 48 contiguous United States. Clearance and closeout items are marked down considerably and are therefore final sale.
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 set by the carrier you select. The package weight, dimensions, and shipping locations will determine the actual price of your return shipment. 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.
DEFECTIVE OR DAMAGED ITEMS:
All items are inspected prior to shipping, however in the rare instance the rug you've unwrapped is defective, or is not the rug you ordered, you must contact us within 7 calendar days. An exact replacement will immediately be sent out for you. If the shipper has damaged the item in transit, upon delivery please refuse the package and request from the driver a Damage Receipt. Do not sign the shipper's Delivery Receipt on the line that says "delivered in good condition". If you sign this paper without noting the damage, the carrier will deny the claim, and credit cannot be issued for you. Please contact us immediately via the Return Form or by email, so that we can file a claim and have a replacement shipped to you to remedy the issue.
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. Many items ship from warehouses hundreds of miles away. An order is only considered cancelled once you receive a Cancellation Number and Refund Receipt via email that the order was 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.
Returns must be in original condition and soil/ stain free in order for a credit to be issued. A 15% restocking fee is deducted from the refund to the card. After the return authorization is issued, the rug must be received back at the warehouse within 14 days. Route Package Protection is not refundable; as it is insurance. 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!