We are currently offering a promotion for free return shipping on items of $500 or more with an exchange of an equal or greater value item. Sample sizes (2x3 to 6x9) can also be returned at no cost when a replacement is ordered in the amount of $500 or more. 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 customer’s cost; which includes the original shipping fees incurred by Rugs Done Right. This a one time offer, per customer.
To return an area rug please fill out this form: Item Return
If, for any reason, you are not happy with an item that you have purchased from rugsdoneright.com, please make a request for return in writing (email, fax or mail), within fourteen (14) days from the date of delivery. Once approved, we will email you detailed instructions including the required RA# to return the item. Please note: Return shipping costs are approximately fifty cents ($0.50) per square foot; so a 5x8 would be about $20. The weight, dimensions, and shipping location determine the actual price of shipping.
All returns must have a RA# (return authorization number). This ensures that proper credit is given to your account. If you refuse to accept delivery of your order, or make an attempt to return your order without an authorization number, you will not receive credit for that item. If you choose not to take advantage of our Free Return Shipping Promotion by exchanging your item for $500 or more, Rugs Done Right may offer to send you a pre-paid Call Tag label for the return. In this case, the shipping cost will be deducted from your total refund.
After fourteen days from the date of delivery all sales are final, unless we have a return request from you in writing within that period. The date the item was delivered is day one. APO, HI, AK, PR and International shipments can not be returned. No returns will be allowed on certain types of rugs including custom, clearance/closeout, braided, cut roll runners, shags, flokatis, natural fiber rugs, rags or hooked, needle point rugs, outdoor rugs, or oversize rugs approximately 8’ wide or larger. Price matched items are considered final sale. Unopened Rug pads may be returned, however shipping both ways will be at the customer’s expense.
We want you to love your rug! If you are interested in a non-returnable item and might need to exchange, just ask. We will make every effort to accommodate your request.
Swatches are available for many items on a first come first served basis. When you order, in the comments section of checkout, please notate your request for a sample prior to shipping. We will then hold the shipment of your order pending your approval of the sample item. You can request up to four samples at a time. Please see our Swatch Page for details.
All cancellation requests must be in writing before the item has shipped. In order to maintain our low prices, a 15% cancellation fee or $25.00 per item, whichever is greater, will be charged on all orders that we are able to cancel. This fee covers our processing and administrative costs associated with your order. 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 a replacement will immediately be sent out. If the shipper appears to have damaged the item, upon delivery, refuse the package and request from the driver a "Damage Receipt”. Then please contact us with the information so we can file a claim.
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 and Inspection Complete Notification from the manufacturer stating that the item is in original condition and the credit has been issued to RugsDoneRight.com from the supplier. Refunds are typically issued within 1-2 billing cycles.