Refund policy
At Rugsloom, we stand behind the quality of our products. Our return policy is designed to protect customers who receive an item that is defective, damaged, or incorrectly supplied.
30-Day Defect Return Policy
Rugsloom accepts returns only for products that are defective, damaged upon arrival, or incorrectly supplied, subject to the terms of this policy.
Customers must contact us within 30 days of the date of delivery to report an eligible issue.
Non-defective and change-of-mind returns are not accepted.
This includes, but is not limited to:
- Changing your mind after purchase
- No longer wanting the rug
- The rug not matching your personal décor
- The rug not being suitable for your space
- Ordering the wrong size
- Selecting the wrong color
- Deciding that you do not like the rug
- A personal preference regarding the rug's appearance, texture, or feel
The return policy applicable to an order is the policy that was in effect and presented to the customer when the order was placed. Changes to this policy will apply to orders placed after the updated policy becomes effective, except where otherwise required by applicable law.
What Qualifies as a Defect?
A defect means a material manufacturing or product-quality issue that affects the construction, function, durability, or intended use of the rug.
Examples of issues that may qualify include:
- Significant manufacturing defects
- Significant stitching or edging failure
- Material separation, tearing, or unraveling caused by a manufacturing issue
- Significant construction or finishing defects
- A material flaw that substantially affects the rug's intended use
- Significant damage that occurred before or during delivery
- Receiving a materially different product from the product ordered
- Receiving the wrong rug, size, or product due to a Rugsloom fulfillment error
A reported issue does not automatically qualify as a defect. Rugsloom will review the information provided and investigate the reported issue before determining the appropriate resolution.
Issues That Are Not Considered Defects
The following generally do not constitute a defect:
- Minor variations in color, texture, pattern, or appearance
- Variations caused by lighting, photography, or individual screen settings
- Normal characteristics of the materials used in the rug
- Minor variations resulting from the manufacturing process
- Normal wear and tear
- Normal shedding where applicable
- Damage caused by improper use or care
- Damage caused by washing or cleaning contrary to the care instructions
- Staining after delivery
- Damage caused by pets, furniture, moving, or other external factors
- Damage caused after delivery through customer handling
- A change in personal preference
- A rug not being suitable for a particular room or décor
A difference in appearance or personal preference alone does not establish that a product is defective.
Reporting a Defective, Damaged, or Incorrect Item
Please inspect your order upon delivery.
To report an eligible issue, contact Help@rugsloom.com within 30 days of delivery and provide:
- Order number
- Name and email address associated with the order
- Detailed description of the issue
- Clear photographs of the entire rug
- Clear close-up photographs showing the specific defect or damage
- Photographs of the packaging when relevant
- Video or additional information where reasonably necessary to demonstrate the issue
For shipping damage, photographs of the outer packaging, shipping label, and damaged area may be required.
Providing complete information allows us to investigate the claim properly.
Investigation and Return Authorization
All defect claims are subject to review and investigation by Rugsloom.
Do not ship a product back before receiving return authorization from Rugsloom.
If we determine that a physical return is necessary, we will provide the designated return address and return instructions.
The product must be shipped to the return address provided by Rugsloom.
Return Shipping
For an approved return where Rugsloom requires the product to be physically returned, the customer is responsible for arranging and paying for the shipment of the product to the Rugsloom-designated return facility, unless otherwise required by applicable law or agreed to by Rugsloom in writing.
The customer should use appropriate protective packaging and a trackable shipping service when returning a product.
Rugsloom is not responsible for a return shipment sent to an address other than the return address provided by Rugsloom.
Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable law.
Partial Refunds for Minor Defects or Damage
In certain circumstances, a customer may not need to return the rug.
Where a reported defect or damage is confirmed but is considered minor and does not materially prevent the rug from being used for its intended purpose, Rugsloom may, at its discretion, offer a partial refund or store credit as an alternative to a replacement or return.
The amount of any partial refund or credit will be determined based on:
- The nature and severity of the issue
- The affected portion of the product
- The overall condition of the rug
- The extent to which the issue affects the rug's intended use
A customer who accepts a partial refund or credit in settlement of a reported issue will generally retain the rug and will not be required to return it, unless otherwise agreed in writing.
A partial refund is not automatic and is offered only after Rugsloom has reviewed and investigated the reported issue.
Resolution of Approved Defect Claims
Depending on the circumstances, product availability, and severity of the issue, Rugsloom may provide one of the following resolutions:
For minor defects or damage:
- Partial refund
- Store credit
For more substantial defects, damage, or incorrect items:
- Replacement
- Exchange
- Repair, where reasonably applicable
- Refund upon return of the product
Rugsloom will determine the appropriate remedy based on the circumstances of the individual claim, subject to applicable law.
Condition of Returned Items
When a return is authorized, the product must be returned in substantially the same condition in which it was received, except for reasonable handling necessary to inspect the reported issue.
A claim may not qualify where the reported damage resulted from:
- Misuse
- Improper care
- Unauthorized alterations
- Washing or cleaning contrary to care instructions
- Staining
- Intentional damage
- Damage occurring after delivery through customer handling
- Normal wear and tear
Refunds
If a refund is approved, it will normally be issued to the original payment method.
Rugsloom will initiate an approved refund within 10 business days after the applicable inspection or approval process has been completed.
After Rugsloom initiates the refund, the time required for the funds to appear in the customer's account depends on the customer's bank, card issuer, or payment provider.
Non-Defective Returns
Rugsloom does not accept returns or provide refunds for non-defective products.
Customers are responsible for reviewing the product's dimensions, color, materials, photographs, description, and specifications before purchasing.
Exchanges
Approved defective, damaged, or incorrectly supplied products may be eligible for replacement or exchange, subject to product availability and the circumstances of the claim.
Sale Items
Sale items remain subject to this defect and damage policy unless otherwise required by applicable law.
Gift Cards
Gift cards are non-refundable except where otherwise required by applicable law.
Statutory Consumer Rights
Nothing in this policy is intended to limit, exclude, or waive any consumer rights, warranties, remedies, or protections that cannot legally be limited or excluded under applicable law.
Where applicable law provides a customer with rights that differ from this policy, those mandatory rights will apply.
European Union and Other Mandatory Cancellation Rights
Where applicable law provides a statutory cancellation, withdrawal, return, refund, warranty, or other consumer right, those rights are not affected by this policy.
For eligible EU distance purchases, statutory withdrawal rights may apply, subject to applicable law and applicable exceptions.
Contact Us
For return, defect, or refund questions, please contact: