If you’re thinking about buying a Ruggable rug, understanding the Ruggable return policy is a smart first step. It gives you the confidence to shop, knowing you have options if the rug isn’t quite right for your space. This guide breaks down everything you need to know, from time limits to condition requirements, in simple, clear language.
We’ll cover how to start a return, what fees you might encounter, and how the process works for both standard and custom rugs. You’ll also find tips to make your return go smoothly and answers to the most common questions customers have.
Ruggable Return Policy
The core of the Ruggable return policy is a 30-day window for most items. This means you have 30 days from the day your order is delivered to decide if you want to keep it. If you don’t, you’ll need to initiate the return process within that period.
It’s important to note that the rug must be in like-new condition. This isn’t just a suggestion; it’s a firm requirement. The rug and its separate cover (if you have a two-piece set) need to be unused, unwashed, and free from any stains, odors, or damage.
All original packaging and tags should be kept if possible. Having everything ready makes the return inspection process faster and helps avoid any issues or delays with your refund.
What Items Are Eligible for Return?
Most products you buy directly from Ruggable.com qualify for the standard return policy. This includes:
- Standard rug covers and pads (the two-piece system)
- Outdoor rugs and their pads
- Runners in standard sizes
- Staircase kits
- Accessories like rug anchors and non-custom cushions
What Items Are Final Sale (Non-Returnable)?
Some items cannot be returned for a refund. You should be certain about your purchase before buying these products:
- Custom Size Rugs: Any rug cut to a custom size is final sale.
- Personalized Rugs: Rugs with monograms or other personalization.
- Clearance Items: Products marked “Final Sale” or found in the clearance section.
- Opened Cleaning Solutions: Used bottles of their brand’s cleaning products.
- International Orders: Orders shipped outside the United States and Canada are typically final sale.
Special Note on Two-Piece Sets
Since Ruggable’s signature system has a separate cover and pad, you can return one piece without the other. For example, if you love the pad but hate the cover pattern, you can return just the cover. Just remember, each piece has its own 30-day clock starting from the delivery date of the full order.
Understanding Return Fees and Restocking
Ruggable does charge a return shipping fee. This fee is deducted from your total refund amount. The cost isn’t fixed; it varies based on the size and weight of the rug you’re sending back.
You can expect the fee to generally range from about $15 for a small rug to $50 or more for a very large, heavy one. The exact amount will be clearly shown to you when you initiate the return through your online account.
There is no separate restocking fee. The return shipping fee is the only mandatory charge. However, if the returned item is damaged or not in like-new condition, Ruggable may assess additional charges or refuse the return entirely, sending the rug back to you.
Step-by-Step Return Process
Returning a Ruggable rug is done entirely online. Here’s how to do it, step by step.
Step 1: Initiate the Return Online
- Log into your account on Ruggable.com.
- Go to “Order History” and find the order containing the item you wish to return.
- Click “Return Items” and select the specific rug or component (cover or pad).
- Choose your reason for the return from the dropdown menu.
- Review the calculated return shipping fee—it will be displayed before you finalize.
- Submit the return request. You’ll recieve an email confirmation with a Return Merchandise Authorization (RMA) number.
Step 2: Prepare Your Package
This step is crucial for a successful return. You must repack the rug securely. Use the original box and packaging materials if you still have them. If not, find a sturdy box that fits the rolled-up rug snugly.
- Roll the rug cover tightly (and the pad separately if returning both).
- Secure it with tape or plastic wrap to prevent it from unfurling.
- Include all original tags and any paperwork.
- Do not attach the shipping label directly to the rug fabric. Place it on the outside of the box.
- If you lost the original label, you can print the new one provided in your return confirmation email.
Step 3: Ship the Return
Ruggable partners with a courier for returns. Your confirmation email will include a prepaid shipping label. You have two main options:
- Schedule a Home Pickup: You can often schedule a pickup from your home for a convenient contactless return.
- Drop-off at a Carrier Location: You can also take the packaged box to a designated drop-off point, like a UPS Access Point.
Make sure you get a drop-off receipt or tracking number as proof you shipped the package. This protects you if the return gets lost in transit.
Step 4: The Inspection and Refund
Once the return package arrives at Ruggable’s warehouse, their team will inspect the items to ensure they are in like-new, resalable condition. This process usually takes a few business days after delivery.
After the inspection is approved, your refund will be processed. The refund will be for the item’s purchase price, minus the return shipping fee. It’s important to remember that original shipping charges are not refundable unless the return is due to a company error or defective product.
Refunds are issued to the original payment method. The time it takes for the money to appear in your account depends on your bank or card issuer, but it typically takes 5-10 business days after the refund is issued.
Exchanges vs. Returns
Ruggable’s policy is primarily designed for returns, not direct exchanges. Here’s the practical way to handle wanting a different item:
To “exchange” a rug, you should process a return for the item you don’t want and place a separate, new order for the rug you do want. This ensures you get the new rug shipped to you quickly, without waiting for the return to be fully completed first.
Just be mindful of inventory. Popular rug styles and sizes can sell out, so there’s a small risk that by the time you return the original, the new one you want is gone. Many customers choose to place the new order immediately upon initiating the return.
What About Damaged or Defective Rugs?
The standard return policy is for change-of-mind returns. If your rug arrives damaged, defective, or if you recieved the wrong item, you need to contact Customer Service immediately. Do not initiate a standard return.
In these cases, Ruggable will typically cover all shipping costs for a replacement or return. You’ll need to provide photos of the damage, the wrong item, or the defect. They will then guide you through a separate resolution process, which may involve a free replacement or a full refund without fees.
Report these issues as soon as you open the package. Waiting can complicate the claim, as it becomes harder to prove the damage occured during shipping and not while in your home.
Tips for a Hassle-Free Return Experience
- Unbox Carefully: When your rug arrives, unbox it gently and save all packaging materials and tags until you’re sure you’re keeping it.
- Test it Quickly: Unroll the rug in its intended space within the first few days. Check the color, size, and texture under your room’s lighting.
- Keep it Clean: If you’re testing the rug, avoid walking on it with dirty shoes or placing furniture that might leave marks. Consider using socks or slippers.
- Know the Calendar: Mark the 30-day deadline on your calendar. The return portal will not allow you to start a return after day 30.
- Be Accurate: When filling out the return reason, be honest. It helps the company improve its products and service.
Frequently Asked Questions (FAQ)
How long does a Ruggable refund take?
After your return is received and inspected (which takes 3-5 business days), the refund is processed. It then takes 5-10 business days for the credit to post to your original payment method. The whole process from drop-off to seeing the money back can take 2-3 weeks.
Can I return a Ruggable after washing it?
No. Once a rug cover or pad has been washed, it is no longer eligible for return. The return policy explicitly requires items to be unwashed and in like-new condition.
What if I lost my original box?
You can still return the rug. You will need to find a suitable replacement box or heavy-duty shipping bag to securely pack the rolled rug. The key is to ensure it’s protected during transit to avoid damage that could void your return.
Does Ruggable offer free returns?
No, Ruggable does not offer free returns for change-of-mind purchases. The customer is responsible for the return shipping fee, which is deducted from the refund. Free returns may only be offered in cases of company error (wrong item, defective product).
Can I return a Ruggable to a physical store?
Ruggable operates primarily as an online retailer. They have a few showrooms in cities like Los Angeles and New York, but returns are generally not accepted in person. All returns must be initiated online and shipped back using their provided label.
What is the policy for international returns?
For orders shipped to addresses outside the United States and Canada, all sales are final. International orders are not eligible for return or refund unless the item arrives damaged or defective. You must contact customer service for assistance in those specific situations.
Can I return a gift from Ruggable?
If you received a Ruggable rug as a gift, you can process a return for store credit. You will need the order number from the gift giver or the email address used to place the order. A refund to the original payment method is not possible for gift returns.
Final Thoughts on Navigating the Policy
The Ruggable return policy is designed to be straightforward, with clear rules on timing, condition, and fees. The 30-day window gives you a reasonable amount of time to decide, and the online process is self-service. The main points to remember are the condition requirement and the variable return shipping fee.
By understanding these details upfront—like the final sale status of custom rugs and the importance of keeping packaging—you can shop with greater peace of mind. If your rug arrives perfect, you can enjoy it. And if it doesn’t work out, you now know the exact steps to follow for a smooth return.