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Return Policy


What is your return policy?

We want you to feel happy with your purchase since it will be a part of your home. If it’s not the right fit, Rugs Direct offers a 30-Day Satisfaction Guarantee.

You may return most items for a refund within 30 days of delivery. If the item is damaged or appears defective, see below. Processing & handling fees are non-refundable. You are responsible for payment of the return shipping charges. All rugs must be repackaged and returned in original packing material or equivalent packing materials. We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging. Any return without a return authorization or refused upon delivery will be charged 20% return service fee and cost of freight.

The following items may not be returned:

  • Samples
  • Custom items
  • Made to Order items
  • One of a Kind Items
  • Clearance items
  • Products sold through our Showroom
  • Rug pads that have been opened

When you process your return either online or by calling customer service, we will provide you with a Return Authorization Number (RA#) and an email with complete instructions on where to ship your merchandise.

  • You will receive a separate shipping label for every item you are returning, so please carefully match each label to the appropriate package.
  • This is NOT a pre-paid shipping label. You are responsible for selecting a trackable carrier plus paying the insurance and return shipping charges.
Note on color: The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size.

What if my item arrives damaged or defective?

If your item arrives damaged or appears to have a defect, you must contact customer service within 14 days of delivery.

Note on size: Some rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but considered normal characteristics.

Note on shedding: All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.

Please provide us with the following information and that will help us efficiently review your claim:

    1. Briefly describe the issue (if damaged in transit original plastic must be available).

    2. Email us at [email protected] with clear photos that show any issue with the rug, including the packaging and label on the back of the rug.

    3. Let us know if you need plastic to re-wrap the item.

    4. Tell us if you would like to receive a replacement (billed when shipped) or just a refund (credit issued when received).

The rug must be completely covered in plastic for shipping.

Once we receive this information and photos, we will determine the next steps in filing your claim. If you have any questions, feel free to call us at 1-888-464-1447, email at [email protected], or chat us online.

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