If you’ve bought a rug that doesn’t quite fit or match your vision, understanding the RugsUSA return policy is your first step to a solution. This guide breaks down everything you need to know to make a return or exchange smoothly and confidently.
We’ll cover the timeframes, condition requirements, and step-by-step instructions. You’ll also learn about exceptions, fees, and how to handle common issues. Our goal is to make the process as clear and stress-free as possible for you.
RugsUSA Return Policy
The core of the RugsUSA return policy allows you to send back items within 30 days of receipt for a refund or exchange. It’s important to note that the 30-day window starts from the day you receive the rug, not the day you ordered it. All items must be in new, unused, and resalable condition with original tags attached.
Returns are not free. A flat-rate return shipping fee is deducted from your refund amount. This fee covers the cost of shipping the rug back to their warehouse. The exact amount can vary, so it’s a good idea to check the current rate when you initiate your return.
What Items Can Be Returned?
Most rugs and accessories purchased directly from the RugsUSA website are eligible for return under the standard policy. This includes:
- Area rugs of all sizes and styles.
What Items Are Final Sale?
Some items cannot be returned under any circumstances. Knowing this before you buy can save you hassle later. Final sale items typically include:
- Clearance or “As-Is” rugs.
- Custom-sized rugs.
- Any item marked “Final Sale” on the product page.
- Opened or used rug pads (unopened pads may be returnable).
Condition Requirements for Returns
Your return will be inspected upon arrival. To be accepted, the rug must meet strict condition criteria:
- Unused and Clean: No stains, dirt, odors, or signs of installation.
- Original Packaging: The rug should be repacked in its original plastic bag or tube.
- Tags Attached: All labels and tags must be still attached to the rug.
- No Damage: There should be no tears, pulls, or damage from unrolling.
Step-by-Step Return Process
Follow these steps carefully to ensure your return is processed quickly and without issues.
1. Initiate Your Return Online
Start by visiting the RugsUSA website. Go to the “Returns & Exchanges” section, usually found in the footer or your account page. You will need your order number and the email address used for the purchase. The system will guide you through selecting the item(s) for return and choosing a refund or exchange.
2. Package the Rug Securely
This is a critical step. Carefully reroll the rug (do not fold it) and place it back into its original shipping bag or tube. Seal it tightly. If the original packaging is damaged or missing, you must use a sturdy replacement. Secure the package well with strong tape to prevent it from opening during transit.
3. Affix the Return Label
Once your return is authorized, you will receive a prepaid return shipping label via email. Print this label and securely attach it to the outside of your package. Completely cover any old shipping labels on the box or bag.
4. Drop Off the Package
Take your packaged rug to the designated carrier (typically UPS or FedEx). Get a drop-off receipt as proof that you shipped the item. Keep this receipt until you receive confirmation that your refund has been issued.
5. Wait for Processing and Refund
After the carrier picks up your package, allow time for transit and warehouse processing. You will recieve an email notification once your return is received and inspected. If approved, your refund will be issued to your original payment method. Note that the return shipping fee and any original shipping charges (if applicable) are non-refundable.
Exchange Process Explained
If you want a different rug, opting for an exchange can be a good choice. The process is similar to a return, but with a key difference. You will be charged for the new rug immediately, but RugsUSA will issue a refund for the original item once it is received and inspected. This means you should ensure the new rug you want is in stock before starting the exchange.
How to Handle Damaged or Incorrect Items
If your rug arrives damaged, defective, or if you received the wrong item entirely, contact RugsUSA Customer Service immediately. Do not initiate a standard return. In these cases, they will often cover all return shipping costs and expedite a replacement. Take photos of the damage or the incorrect item, as well as the packaging, to provide as evidence.
Understanding Return Shipping Fees and Refunds
What the Return Fee Covers
The flat-rate return fee is deducted from your refund total. It is meant to cover the high cost of shipping a heavy, bulky item back across the country. This fee is per return shipment, not per rug, so returning multiple items from the same order together can be more cost-effective.
Refund Timeline and Method
Refunds are issued to the original form of payment. Here’s a typical timeline:
- Carrier transit time: 5-10 business days.
- Warehouse processing & inspection: 3-5 business days after arrival.
- Refund issuance: Once approved, refunds are issued immediately but can take 5-10 business days to appear on your credit card or PayPal statement.
You will not receive a refund for any original shipping costs you paid, unless the return is due to a company error.
Tips for a Successful Return
- Inspect Immediately: Unroll and check your rug as soon as it arrives. The 30-day clock is ticking.
- Keep Packaging: Do not through away the original bag, tube, or box until you are sure you’re keeping the rug.
- Take Photos: Before sending it back, take pictures of the rug and how you packed it for your records.
- Follow Instructions: Use the official return portal and label. Sending a rug back on your own without authorization may result in a lost package and no refund.
Common Questions and Issues
What if I Miss the 30-Day Window?
Returns are generally not accepted after 30 days. However, it’s worth contacting customer service if you have a compelling reason, like a delayed shipment or a defect discovered later. They may offer a partial store credit or a solution on a case-by-case basis, but this is not guaranteed.
Can I Return a Rug to a Physical Store?
RugsUSA is primarily an online retailer. They do not have traditional brick-and-mortar stores for returns. All returns must be shipped back to their warehouse using the provided process.
Who Pays for Return Shipping on a Defective Rug?
If the rug is damaged or defective, RugsUSA should provide a prepaid return label at no cost to you. Always contact them first to report the issue and get the correct label.
Frequently Asked Questions (FAQ)
How long does it take to get a refund from RugsUSA?
After they receive and inspect your return, it usually takes 5-10 business days for the refund to post to your original payment method. The whole process, including shipping, can take 2-3 weeks.
Can I return a rug if I took the tags off?
No. Tags must be attached for the return to be accepted. Removing the tags is considered an indication that the rug was used or installed, which voids the return policy.
What is RugsUSA’s exchange policy?
The exchange policy follows the same 30-day, like-new condition rules as returns. You initiate an exchange through your account, and you will be charged for the new item while the refund for the old one processes separately after inspection.
Are there any restocking fees?
RugsUSA does not charge a separate restocking fee. The only deduction from your refund is the flat-rate return shipping fee.
What if my return is lost by the shipping carrier?
This is why your drop-off receipt is crucial. Once you hand the package to the carrier, it is their responsibility. Use the tracking number on your return label to monitor its progress and contact the carrier directly if it gets stuck.
Does RugsUSA offer free returns?
No, standard returns are not free. A return shipping fee is deducted from your refund. Free return shipping may only be provided in cases where RugsUSA made an error.
Final Thoughts on Navigating Returns
Knowing the details of the RugsUSA return policy empowers you to shop with confidence. The key takeaways are to act within 30 days, keep the rug in pristine condition with tags on, and follow the online return instructions precisely. While the return shipping fee is an important factor to consider, the policy is designed to be straightforward for items that simply don’t work out.
By repacking the rug carefully and keeping your documentation, you can ensure a smooth process. If problems arise, such as receiving a damaged product, reaching out to customer service with photos and details is the best course of action. With this knowledge, you can focus on finding the perfect rug for your space.