Refund policy

 

Non-Defective Non-Custom Rugs. No returns will be accepted without Rugtomize’s prior approval, which approval is completely within Rugtomize’s discretion. Rugtomize’s approval of a return is reflected by Rugtomize issuing a Return Merchandise Authorization (“RMA”) number to the customer. RMA forms can be obtained by contacting info@rugtomize.com and must be returned by email to info@rugtomize.com. All non-defective returns that are accepted by Rugtomize through issuance of an RMA number and returned in salable condition will be credited to customer's original method of payment. All return shipping charges will be the responsibility of the customer. All unauthorized returns will be refused and returned at sender's expense. Rugtomize will not accept returned merchandise received more than 30 days after delivery. There is a 15% restocking fee on all valid returns.

Custom Rugs. No returns, cancellations or refunds are permitted on custom/made-to-order designed rugs once the order is acknowledged by Rugtomize, except in the case there is a manufacturing defect.

Defective Goods. All shipments should be inspected immediately upon arrival and any defects must be reported immediately to Rugtomize via a Return Merchandise Authorization form submitted to INFO@rugtomize.com Upon approval of the RMA form by Rugtomize, Rugtomize will process an order for refund or replacement and issue an RMA number and call tag for the defective merchandise. Replacements are issued only upon request and will require a new order to be placed. If replacement is not requested, a full credit will be issued to the original invoice. Credit will be applied after Rugtomize receives the defective item and verifies the existence of the defect. Rugtomize will accept a defect claim only within 7 days of the date of delivery . Customer waives any defect claim that is not properly reported within 7 days of the date of delivery. If upon return Rugtomize reasonably determines that damage is due to usage and not a manufacturing defect, the customer will be responsible for the cost of the rug plus all shipping charges.