WE KNOW HOW HARD IT CAN BE TO FIND JUST THE RIGHT RUG FOR YOUR SPACE, AND WHILE WE HOPE YOU STRIKE GOLD ON THE FIRST TRY, WE WANT TO MAKE IT EASY IN THE EVENT THAT YOU DON’T.

WE’VE COME UP WITH A RETURN AND EXCHANGE POLICY THAT GIVES YOU PEACE OF MIND AND LETS US CONTINUE TO OFFER OUR RUGS AT GREAT PRICES.

.

WHAT CAN BE RETURNED FOR A REFUND

Rugs purchased within the last 30 days in their original condition can be returned for a refund. Keep in mind, 30 days is from the purchase date, not the arrival date. The original shipping cost will be deducted from your refund amount, and you will be responsible for return shipping costs. If you are the recipient of a gift, or are not registered on our site, we will require a receipt from your purchase. Be sure to read How to Return Your Rug below.

DAMAGED OR MISSING ITEMS

Rugs on sale or discounted at the time of purchase can be returned for store credit only (this includes the use of a coupon code during checkout). If a rug was purchased for you as a gift —it was identified as a gift during checkout and shipped directly to you—it can be returned for store credit equal to its purchase value. Rugs being returned for store credit must have been purchased within the last 30 days and be returned in their original condition.

WHAT DOES ORIGINAL CONDITION MEAN?

No damage, use or dirt, tags still intact and attached to the rug, and the original outer packaging. Make sure you do not remove tags or throw away the packing materials until you know you will keep the rug. You'll use this packaging for your return shipment.

WHAT CANNOT BE RETURNED OR EXCHANGED?

• Rugs that were purchased more than 30 days prior.

• Rugs that have been damaged, soiled or used.

• Accessories, Cleaning Products, Rug Pads, or Pillow Fillings.

• Gift cards.



HOW TO RETURN YOUR RUG

Check the purchase date on your receipt or online at rugpublic.com. It must be within 30 days of that date for us to process that return.

Send an email to rugs@rugpublic.com that includes: Your name Order number and date Product name, item number and price Reason for return

We will review and determine if your purchase is eligible for a full refund or credit for the site. We will email you to inform you of the return or exchange eligibility, and will provide eligible returns with a Return Authorization Number to include with their returned rug and the address for your return.

You will then need to re-package your rug for shipping. It should include the rug in its original condition The original receipt (we recommend making a copy or printing a receipt from the web site for your records). The email from Rugpublic that contains the Return Authorization Number. We will send you a return shipping label to place on the return packaging.

Securely wrap the rug in its original outer packaging. Be sure that it is taped up securely so that no water or other damage occurs during transit. Make sure you use extra tape to seal any tears or holes in the packaging. If you have additional questions on packing, email us at rugs@rugpublic.com. Place the return label we have provided onto your package.

Schedule your rug for pick up or take to a local shipping company (Either UPS or USPS, depending on what label you have received from us). The original shipping costs as well as the return shipping cost will be deducted from your refund. Shipping costs are non-refundable. 

We will process your return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your returned item. If you are approved, then your refund will be processed, and your credit card company will be informed of the credit minus the original shipping fee within a 3 business days. If after inspection, it is concluded that your item was used in any way, you will be charged a cleaning fee as well as a 15% restocking fee. This will also be deducted from your refunded amount or store credit. You will be provided photographs of any stains and dirt. If after inspection, it is concluded that your item was damaged for reasons not due to our error or shipper error, your item will be returned to you and you will be charged a shipping and handling fee.

 

MY REFUND HAS NOT POSTED TO MY ACCOUNT

A delay in funds appearing in your account is often due to processing by your credit card company or bank. For that reason, we recommend contacting them first.

If you haven't received a refund yet, check your bank account online or contact your bank for more information. The number of days required to process refunds varies by bank. If you paid by credit card and have not seen your refund appear on your card, contact your credit card company, as it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund yet, please contact us at rugs@rugpublic.com

 

REMEMBER, WE'RE ALWAYS JUST A PHONE CALL OR EMAIL AWAY

1-818-330-9977

rugs@rugpublic.com

 

Subscribe to our newsletter

Signup for our newsletter to stay up to date on sales and events.