Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at sales@therugmall.com. If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping is paid by the buyer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at sales@therugmall.com.

Damages and issues
Please inspect your order on delivery and contact us immediately if the rug is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. When a rug arrives damaged or we shipped the wrong item, we cover the cost of return shipping.

Exceptions / non-returnable items
Certain items cannot be returned, including custom and special-order rugs, and gift cards. We are also unable to accept returns on clearance and sale items. Please get in touch if you have any questions about your specific rug.

Exchanges
The fastest way to get the rug you want is to return the one you have, and once the return is accepted, place a separate order for the new one.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If it is approved, you will be refunded to your original payment method. Please allow time for your bank or credit card company to process and post the refund.