Returns & Exchanges

We want you to love your rug. If something is not right, this page explains exactly how returns work, what is covered, and the few exceptions we have to call out.

30-day return guarantee

If you are not 100% satisfied, you may return your purchase within 30 days of delivery for a full refund of the item price (minus any outbound shipping cost) or an exchange, whichever you prefer. Items must be returned in their original, unused condition.

7-day window for overdyed and silk rugs

Overdyed and silk rugs have a shorter 7-day return window. The dyes and fibers used in these rugs are unusually sensitive to handling and light, and longer return windows lead to too many returns that we cannot resell. Please open and inspect overdyed and silk rugs as soon as they arrive.

Items that cannot be returned

• Custom-made and personalized rugs. These are woven specifically for you and have no resale market. We will repair, remake, or refund any custom rug that arrives with a manufacturing defect or that differs from the approved design.
• Made-to-order rugs with a quoted lead time over 4 weeks. Once production starts, the order cannot be cancelled.
• Rug pads that have been opened. For hygiene reasons, rug pad rolls cannot be returned once the wrap is broken. Unopened rug pads are returnable within the 30-day window.
• Items used, soiled, or altered. Rugs that have been laid in a high-traffic area, washed at home, trimmed, or that arrive with pet hair or odor cannot be returned.

Restocking and refusal fees

• 0% restocking on standard returns made within the return window in original condition.
• Up to 25% restocking fee on items returned damaged, soiled, or after the return window has closed.
• 25% refusal fee on shipments refused at delivery for reasons other than damage (e.g., the customer changed their mind after the truck left). To avoid this, contact our team to start a return rather than refusing the shipment.
• 5% processing fee on cancelled orders that have already been picked or processed but not yet shipped.

Damaged or defective items

If your rug arrives damaged or has a manufacturing defect, contact us within 7 days of delivery. Email photos of the rug and packaging to sales@rugsville.ca. We will arrange a free replacement, repair, or refund - including return shipping. Please keep the original packaging until the issue is resolved.

How to start a return

1. Request a Return Authorization (RMA). Sign in to your account and open the order, or use our guest order lookup form. You can also email sales@rugsville.ca with your order number.
2. Wait for the RMA number and warehouse address. We email it within one business day. Items shipped without an RMA number are refused at the warehouse and returned to sender at the sender's expense.
3. Pack the rug. Roll (do not fold) the rug with the pile facing in. Use the original outer wrap if possible; otherwise wrap in plastic or sturdy paper and tape securely.
4. Ship within 7 days of receiving the RMA number. Use a carrier that provides a tracking number and keep the receipt.
5. Refund. Once the warehouse receives and inspects the rug, we issue the refund to the original payment method within 3-5 business days.

Refund timing

After the rug is received and inspected, refunds post to the original payment method within 3-5 business days. Depending on your bank or card issuer, it may take an additional 2-7 business days for the credit to appear on your statement.

Order cancellations

You can cancel an order at no charge before it has been picked or shipped. Email or call us as quickly as possible. Once an order has been processed by the warehouse, a 5% processing fee applies. Custom and made-to-order rugs cannot be cancelled once production has started.

Questions?

Email sales@rugsville.ca or call 650-686-7490 Monday-Friday, 9am-6pm Pacific. We respond to email within one business day.

By placing an order with us, you agree to these return, cancellation, and warranty policies. We reserve the right to update this policy; the version posted at the time of your order applies.