Refund policy

Returns & Refunds

Thirty days, free, no story required. If the rug is not right for your home, we take it back and we pay for the return.

The window

You have 30 days from the day your order is delivered. Custom-cut rugs are included: we cut them for you, and we still take them back.

How it works

Open your order on the Track Your Order page. No password: enter the email you used at checkout and the 6-digit code we send you.
Tap Request a return, pick the rug and the reason.
We review every request within 3 business days and email you a prepaid return label.
Drop the package at the nearest carrier point.
Your refund lands within 3 business days of inspection, back to the payment method you used.

Condition

Send the rug back in the condition it reached you: clean, dry and rolled the way it arrived, with any tags or inserts. These rugs are made to be washed, so a machine wash before returning is fine. What we cannot accept is damage that did not come from us, for example cuts, burns, pet damage or permanent staining. In those cases we will contact you before issuing a partial refund, and you can always ask for the rug back instead.

Damaged, faulty or wrong item

Tell us within 30 days of delivery and send a photo to hello@rugember.com. We replace it or refund you in full, and we cover shipping in both directions. This is separate from the 30-day window above and never counts against it.

Exchanges

The fastest route is a return plus a new order, so your new rug leaves our hub while the first one is still travelling back. Ask us if you would rather we hold it for you.