Overview
Our return and refund policy lasts 7 days from the date of delivery. If 7 days have passed since your order was delivered, we unfortunately cannot offer a refund or exchange.
Eligibility for Returns
To be eligible for a return:
- The rug must be unused, unwashed, and in the same condition as received
- It must be returned in original or proper protective packaging
- Proof of purchase (order confirmation or receipt) is required
Handmade & One-of-a-Kind Items
All of our rugs are handmade and one of a kind.
Slight variations in color, size, pattern, or texture are natural characteristics of handmade products and are not considered defects.
Non-Returnable Items
The following items are final sale and not eligible for return or refund:
- Sale or discounted items
- Custom, personalized, or made-to-order rugs, Kilims or other handmade items
- Rugs that show signs of use, damage, stains, odors, or washing
Refunds
Once your return is received and inspected, we will notify you by email regarding approval or rejection of your refund.
If approved:
- Your refund will be issued to the original payment method
- Refunds are processed within 5–10 business days
- Original shipping charges are non-refundable
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your credit card company (posting times may vary)
- Contact your bank for processing updates
If you’ve done all of this and still have not received your refund, please contact us at info@rugandroots.com.
Exchanges
We only replace items if they are defective or damaged upon arrival.
To request an exchange:
- Email us at info@rugandroots.com within 48 hours of delivery
- Include clear photos of the damage
If approved, we will provide next steps for replacement.
Gifts
If the item was marked as a gift and shipped directly to you:
- You will receive a store credit for the value of the returned item
If the item was not marked as a gift:
- The refund will be issued to the original purchaser
Return Shipping
- Customers are responsible for return shipping costs
- Shipping costs are non-refundable
- We recommend using a trackable shipping service or shipping insurance for high-value items
- We are not responsible for returns lost in transit
Return Address (after approval):
Rug and Root
913 Warren St, Apr 2
Roselle, NJ 07203
United States
Need Help?
For any questions related to returns or refunds, contact us at:
info@rugandroots.com