Refund policy

Return Policy

30-Day Return Policy

At Rug Factory, we want you to be completely satisfied with your purchase. We offer a 30-day return period from the date your order is delivered.

Free Return Eligibility

We offer one complimentary return for customers in the continental United States and the provincial regions of Canada, provided the return request is made within 30 days of delivery and all of the following conditions are met:

1. First Return

Your return must be your first return with Rug Factory. Any subsequent returns may be subject to the applicable restocking fee outlined below.

2. Single Item Return

Free return shipping applies to one item only. If multiple items from the same order are returned, only one item qualifies for free return shipping. All additional returned items will be subject to the applicable restocking fee.

3. Eligible Locations

Free returns are available only for orders shipped from:

  • Continental United States (48 contiguous states)
  • Provincial Canada

The following locations are not eligible for free returns, and customers are responsible for all return shipping costs:

  • Alaska
  • Hawaii
  • Puerto Rico
  • Guam
  • Yukon
  • Northwest Territories
  • Nunavut
  • Any other U.S. territories or remote locations

4. Oversized Rugs

Oversized rugs measuring more than 150 square feet do not qualify for free returns and are automatically subject to the oversized rug restocking fee described below.

Restocking Fees

If your return does not qualify for a free return under the eligibility requirements above, the following restocking fees will apply.

Rugs Under $10,000

For items with a final selling price of less than $10,000 (before taxes):

  • 20% of the purchase price, or
  • $80 maximum, whichever is less.

Examples

  • $300 rug → $60 restocking fee
  • $1,000 rug → $80 restocking fee (maximum)

Rugs $10,000 and Above

For items with a final selling price of $10,000 or more (before taxes), the restocking fee is:

1.5% of the purchase price

Oversized Rugs

Because oversized rugs require specialized packaging, handling, and freight transportation, they are excluded from the $80 maximum.

All oversized rugs (over 150 square feet) are subject to a flat $270 restocking fee.

Return Condition Requirements

To qualify for a refund, returned merchandise must meet all of the following requirements:

  • Be returned within 30 days of delivery
  • Be in its original, unused, clean, and undamaged condition
  • Include all original tags, labels, and accessories (if applicable)
  • Be free of stains, odors, pet hair, smoke, moisture, wear, or alterations
  • Be securely packaged in the original packaging or an equally protective alternative

Customers are responsible for carefully packaging returned merchandise to prevent damage during transit.

If a returned item arrives damaged due to improper packaging or handling, Rug Factory reserves the right to:

  • Reject the return,
  • Deduct any loss in value from the refund, or
  • Return the item to the customer at the customer’s expense.

How to Start a Return

To initiate a return, please contact us before shipping your item.

Email: rugfactoryUSA@gmail.com

Once your return request has been approved, we will provide return instructions and, when applicable, a prepaid return shipping label.

Returns sent without prior authorization may be refused.

Refunds

Once your return has been received and inspected, we will notify you of the approval or denial of your refund.

If approved:

  • Refunds will be issued to the original payment method used for the purchase.
  • Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Original shipping charges, expedited shipping fees, white-glove delivery fees, installation services, customs duties, and taxes (where non-refundable by law) are not refundable unless the return is the result of our error.

Non-Returnable Items

The following items are not eligible for return unless damaged or incorrect upon arrival:

  • Custom-sized rugs
  • Special orders
  • Personalized or modified merchandise
  • Final sale or clearance items
  • Gift cards

Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If your rug arrives damaged, defective, or you receive the wrong item, notify us within 12 hours of delivery and include photographs of:

  • The rug
  • The packaging
  • The shipping label
  • Any visible damage

We will work promptly to resolve the issue at no additional cost to you.

Important Notice

Customers are responsible for reviewing and understanding this Return Policy before placing an order.

By completing a purchase, you acknowledge and agree to the terms and conditions of this Return Policy.