It seemed like a perfect match, but the rug is just not speaking to you. Fortunately, for you and your floors, we offer a 30-day money back guarantee. We want you to find your perfect match and love your rug. If you are not satisfied you can send the rug back to us for a full refund. We will be happy to help you find another one that works better in your space.
Eligibility for a Refund:
To qualify for a refund, the rug must be unused, undamaged and unsoiled. Please note: rug pads are not eligible for refunds.
Please save your original packaging and return the rug enclosed in the packaging. Do not fold, staple, tape, clip or glue any part of the rug. Simply roll the rug and enclose in the packaging.
If you do not like your item:
It is RugPal's intention to provide the most accurate color possible when displaying digital images. As a result of differences in computer monitors, there may be variations in color between the actual product and what appears on your screen. In some cases, patterns and colors may vary according to size. Please note: the images shown are taken from a standard 5x8 size rug. In rugs much smaller than this size the design will be simplified. If you do like the rug that was sent, you are responsible for return shipping charges.
What if the item is defective or if I received a different item than I ordered:
We thoroughly inspect all merchandise before it is shipped, however, accidents do happen. Should you find that your rug is defective or you received a different item than you ordered, please contact RugPal immediately so we can arrange for the return and replacement. When the item is damaged or defective we will be happy to ship the replacement to you or issue a full refund if you so choose. When returning these items please keep the original rug packaging. If you have discarded the original packaging, don't worry, we can ship you packing material for free upon request, but please note that it is the customer's responsibility to have the rug packaged and ready for pickup. Once your rug has been received and has passed inspection we will issue your refund.
If you refuse the package:
Should you refuse the package upon delivery you will be held responsible for the initial shipping charges plus the return shipping. It is likely that there will be a delay in issuing your refund, as we prioritize refunds of customers who have requested a return authorization and have provided us with the tracking information.
If you choose to have a signature upon delivery:
Should you choose the option to have a signature required for the delivery, the delivery provider will make 3 attempts to deliver your package. After the third attempt the delivery provider will then send the package back to the warehouse. You will then be held responsible for the initial shipping charges plus the return shipping. Please note that once you request to have your delivery require a signature, we won't be able to change that request. If you do miss the first attempt of your delivery, you may contact the delivery provider to make arrangements to have your rugs delivered at a specific time or to pick up your rug at deliver provider's warehouse.
What if I ship the item to the wrong address?
Please do not send any returns to our corporate office. You must obtain a Return Authorization Number from RugPal with the shipment address provided. Depending on what you have ordered we have to send you the appropriate warehouse shipping information. Unfortunately we can not accept the return if you send the item without return authorization number or ship the item to the incorrect address.
How long do I have to return the item?
Our return expiration time varies depending on items, some rugs can only be returned within 14 days while others have a 30 day timeframe. We indicate the return expiration period on our website. Please be sure to make note of this at the time of the purchase.
How long do I have to ship the return item to the warehouse?
Upon requesting your return, one of our customer representatives will respond to you promptly and process your return request. Once your Return Authorization Number (RA#) is ready, you will receive an email with the return instructions and your RA#. Upon receiving your return instructions you have 7 days to ship your rug and provide us with your return tracking number.
I returned the item and provided tracking number, when will I receive my refund?
It takes seven to ten business day upon receiving your item for your refund to be processed.
Returning Free RugPads
FREE RugPads that had been received as part of the promotion are subject to be returned as well when returning the rug. Refunds will not be processed until both the rug and the rug pad have been processed and inspected per the warehouse.
How Do I Request a Return?
Should you decide to return your rug, you will need to make arrangements for shipping.
You can request your return in one of two ways:
Email us at firstname.lastname@example.org
Call us at 1(855) 4-RUGPAL or 1(855) 478-4725