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 5x8) 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. 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.
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 you return your order without an RMA authorization number, or refuse delivery of your order, you will not receive credit for that item. Thousands of packages are received at multiple warehouses daily and the RMA# is the only way to ensure proper credit is assigned to your order.
Rugs Done Right may choose send you a pre-paid label for the return. In this case, the shipping cost will be deducted from your total refund. Please note: 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.
Returns are not allowed on cut roll runners and made-to-order rugs. Clearance and closeout items are marked down considerably and are therefore final sale. Unopened rug pads may be returned, however shipping cost both ways will be at the customers expense. Oversize rugs eight feet wide or larger, outdoor rugs, sisal/jute rugs, shags, and flokati rugs are only exchangeable for equal or greater value. For these items the entire shipping cost is at the customer's expense. Hand knotted rugs that ship ground instead of freight can be returned for refund. We understand needs vary, and we will make every effort to accommodate your request. After two weeks all sales are final.
Swatches are available for many items. Please inquire via live chat or phone if you need assistance.
All cancellation requests must be in writing before the item has shipped. We will make every effort to stop a shipment of a requested cancellation; however we cannot control shipment once an item has been processed. 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.
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 10 days. Refunds 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. 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.