At Rugs Gallery, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help.
Return Eligibility
- Products may be returned within 14 days from the date of delivery.
- Items must be unused, undamaged, and returned in their original condition with all original packaging.
- Once the returned item is received and inspected, the refund process will begin.
Refund Process
Orders Paid by Credit/Debit Card, ValU, or Sympl
- Refunds will be issued to the original payment method.
- A 3% transaction fee will be deducted from the total order value to cover payment processing charges.
- Please allow up to 5 business days for the refund to appear, depending on the payment provider.
Cash on Delivery Orders
- Refunds will be processed after the courier collects the returned item and confirms that it meets the return requirements.
Return Shipping
- If the return request is submitted after delivery, the customer is responsible for return shipping or pickup fees.
Non-Returnable Items
- Customized or made-to-order rugs.
- Products that have been used, damaged, altered, or are not in their original condition.
- Requests submitted more than 14 days after delivery cannot be accepted.
Customized Orders Policy
Every customized rug is crafted exclusively for you based on your selected size, design, colors, and specifications. As each piece is made to order, customized products require dedicated production and cannot be resold.
Order Confirmation & Deposit
Production will begin only after receiving a 50% non-refundable deposit. Your customized order is considered confirmed once the deposit has been successfully received.
Production & Delivery
The estimated production and delivery time is 25–30 working days from the date your order is confirmed. While we always strive to complete and deliver orders as quickly as possible, delivery times may vary slightly depending on production schedules and order complexity.
Final Sale
All customized orders are considered final sale. Once production has started, the order cannot be cancelled, returned, refunded, or exchanged.
Natural Variations
Each rug is individually handcrafted using premium natural fibers. Slight variations in color, texture, or pattern may occur due to the handmade process, dye lots, lighting conditions, and screen displays. These variations are a natural characteristic of handcrafted products and contribute to the uniqueness of every rug.
Shedding
Handmade rugs made from natural materials such as wool and cotton may experience light shedding during the first few months of use. This is completely normal and will gradually decrease with regular vacuuming using a gentle suction setting.
Need Assistance?
If you have any questions about your customized order or our policies, our customer support team will be happy to assist you.