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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.

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WHAT CAN BE RETURNED FOR A REFUND

Rugs purchased at full price 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 not registered on our site, we will require a receipt from your purchase. Be sure to read How to Return Your Rug below.

DISCOUNTED OR CLEARANCE ITEMS

Rugs marked "clearance" at the time of purchase can be returned for store credit only. 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. 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 are marked clearance or final sale

• Rugs that have been damaged, soiled or used.

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

• Gift cards.

We’ve worked hard to keep shipping simple, affordable and not hidden in our rug prices.

Orders will be packaged for shipping within 2-3 business days, and are shipped via UPS or USPS ground shipping, which will take between 3-5 business days depending on your location. For shipments to Canada, expect longer shipping times due to customs.

We offer free shipping for orders over $100 being shipped within the 48 contiguous United States. For rugs and accessory orders under $100, shipping will be a flat $9.

For orders being shipped to Alaska, Hawaii or Puerto Rico, and Canada*, pricing will be established at checkout based on your zipcode.

* Shipments to Yukon, Northwest Territories, and Nunavut will incur a surcharge at checkout.

**Pricing tiers indicate the pre-sale and pre-shipping ticket price of the rug.

Please contact us for faster shipping requests.

How we handle return shipping fees

We know shipping costs can add an extra expense to a purchase, which is why we offer free shipping for orders over $100. However, to avoid marking up the prices of our rugs, we are only able to offer free shipping for the original purchase. If you choose to return or exchange your rug, you will be responsible for paying the return shipping fees, and we will deduct the original shipping fee from your total refund. Shipping costs are non-refundable. We consistently work to provide you the most affordable, reliable shipping services. We will NOT deduct the original shipping fee if you are returning for store credit.

IF WE MADE AN ERROR

If we sent you the wrong product, we will do our best to remedy the situation and replace items. In this case, you will not be responsible for the original or return shipping fee.

If you would like to exchange it for the same item, send us an email at rugs@rugpublic.com and we will provide you with shipping and exchange information.

If the item is no longer in stock, we will provide you with a store credit to purchase another rug of your choosing.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

IF THE PRODUCT WAS DEFECTIVE OR DAMAGED

If the product is defective or damaged upon arrival, we will do our best to remedy the situation and replace items. We will have to inform our shipping carrier before any other action is taken, in order to discern whether damage was incurred during the shipping process. In the case of damaged merchandise, we suggest you contact us immediately upon receiving the product, and note any package damage to carrier during delivery, otherwise a delay may lead to difficulties in remedying the situation. In the case of damaged items, you will not be responsible for return or original shipping fees. Once the carrier processing has been resolved:

If you would like to exchange it for the same item, send us an email at rugs@rugpublic.com and we will provide you with shipping and exchange information.If the item is no longer in stock, we will provide you with a store credit to purchase another rug of your choosing, or offer a full refund if that is your preference.



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. Rugs marked as clearance items or final sale items are not available for return, and can only be exchanged for store credit.

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 Fedex Drop-off (You will receive a Fedex return label from us). The original shipping costs as well as the return shipping cost will be deducted from your refund. We have partnered with Fedex to provide discounted shipping on all our orders. 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

 

Other Terms

Order Cancellations

We know that sometimes things change after an order is placed, and you decide to cancel your order. For customer initiated cancellations, a small fee will be deducted from your refund to cover the payment provider fee, which is not refunded to us upon order cancellations. This fee is 3% fee for credit card, PayPal or other payment methods, and 6% for Shop Pay Installment, Klarna, and Affirm payments.

Errors and Ommissions

Typographical errors may occur at times on our website during updates, changes, and sales. We are not responsible for these errors, and may cancel your order if we find that there is an error with pricing, inventory status, item description, photograph, or other error that prevents us from providing you the best products and services.

Exchanges

If after ordering, you've realized you need a different rug or size, please contact us immediately. We can quickly change your order without you incurring any return or payment processing fees. If the item has shipped or arrived, please contact customer support, and we will work with you to minimize or remove any added fees associatead with an exchange or new order.

Our Partners

We carry a large selection of rugs from around the world, which we personally curate, manufacture, and design. In addition, we work with three large US based manufacturers: Loloi, Feizy, and Oriental Weavers. We've selected these three partners for their quality products and practices. We may engage their assistance in matters where their products are misrepresented or defective, in order to offer you the best solution where problems arrise.

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