Any return without a return authorisation will be charged 25% return service fee plus cost of freight.
Items eligible for return must be:
a) sent to us within 14 days of the delivery date if you have received a wrong or damaged product or there is a manufacturing defect in the product. In such a situation, we would be replacing the product absolutely free including shipping cost.
b) sent to us in the same condition that it was delivered to you.
c) items sent back to us must have the same dimensions as when they were originally shipped, for example a rug that was folded in a box must be shipped back folded in a box for the return shipping label to be accurate.
Please contact us with your name and order number and we will arrange the return for you.
Items returned must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the items.
Non-returnable items include:
- Products described as "made to order"
- All forms of clearance stock
- Clearance items
- Personalised items
- Products bought using gift cards or credit vouchers
- Products damaged due to any reason after the delivery was accepted
Within 7 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product.
Store credit voucher codes will be valid for 6 months from the date of issue. They are non-transferable and non-negotiable.
What if my order was damaged?
Please unpack and inspect the product within 3 days of delivery. If you have received a damaged product with no visible damage to the packing, please take photos or video clearly showing the damage and report it to Rugsz immediately along with the evidences.
I have changed my mind. What about returns?
Being the nature of the product, it would not be possible for us to offer any returns due to change of mind.
Carpet is not of exact size
Due to the manner in which a rug or carpet is manufactured, exact size can vary by 3-4%. Returns due to size variance are considered to be change of mind returns and thus change of mind terms & conditions apply.
Carpet does not look the same
Actual products may vary to a little degree in visual appearance eg. colour, brightness etc from the manner in which they show up on the website. This is due to the photographic and screen limitations. Returns due to such variance are considered to be change of mind returns and thus change of mind terms & conditions apply.
Can I exchange a product?
Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.
You may cancel or make changes to an order, up and until the time your order has reached dispatch processing, usually within 24 hours of placing the order of an in-stock product. In this case, we will reimburse you in the form of store credit or a full refund.
Once a tracking number has been assigned and email has been sent to you informing the same, you cannot cancel the order.
Order of products described as 'made to order' cannot be cancelled.
How long does it normally take to process the refund?
We process the refund within 1-3 business days of cancellation of an order. It takes 10-12 business days for funds to be reflected in your account after that.
Where do you send the refund?
All refunds are sent through the payment method you used on the order