Buying a rug online is convenient, but what happens if it doesn’t look right in your room? Understanding the Rugs Direct return policy before you click “buy” is the smartest move you can make. This guide explains everything you need to know, from time limits to condition rules, so you can shop with total confidence.
Rugs Direct Return Policy
The Rugs Direct return policy is designed to be straightforward. In most cases, you have 30 days from the date you receive your rug to start a return. The item must be in its original, unused condition, and you’ll need your proof of purchase.
It’s important to note that some items are final sale. This usually includes clearance rugs, custom orders, and special buys. Always double-check the product page for any return restrictions before completing your order.
What Items Can Be Returned?
Most standard rugs from Rugs Direct are eligible for return. This includes area rugs, runners, and doormats. As long as you initiate the return within the 30-day window and the rug is in new condition, you should be fine.
- Standard in-stock area rugs
- Runners and hallway rugs
- Indoor/outdoor rugs
- Doormats and welcome mats
What Items Are Final Sale?
Some products cannot be returned. This is clearly marked on the product page, so look for it. Don’t assume everything can be sent back.
- Clearance or “as-is” items
- Custom-sized or made-to-order rugs
- Special purchase or closeout merchandise
- Any rug that has been altered, cut, or installed
The 30-Day Return Window
Your 30-day return period starts the day your rug is delivered. Don’t wait until day 29 to decide. It takes time to contact customer service and arrange for pickup or drop-off. Starting the process early is always best.
If you’re returning a gift, the policy might be slightly different. You’ll likely need the order number or a gift receipt. Contact their customer service team for specific instructions in this situation.
Condition Requirements: Keeping It “New”
This is the most critical part. Your rug must be in its original, unused, and uninstalled condition. That means no footprints, no pet hair, and no signs it was ever laid on the floor.
- It must be in the original packaging.
- All tags and labels must be attached.
- There should be no stains, odors, or dirt.
- It cannot have been cut, trimmed, or altered in any way.
If the rug arrives with damage or a defect, that’s a different issue. You would need to file a damage claim instead of a standard return. Take photos immediately and contact Rugs Direct.
How to Package Your Return
You must repackage the rug securely in its original packaging. If you threw the box away, you’ll need to find a suitable replacement. The rug must be protected during transit back to the warehouse. If it gets damaged on the way back due to poor packaging, your return could be refused.
Step-by-Step Return Process
Follow these steps to ensure your return goes smoothly. Skipping a step can cause delays.
- Contact Customer Service: Start by calling or emailing Rugs Direct. You cannot just ship the rug back without authorization. You’ll need your order number ready.
- Receive Your RMA Number: They will issue you a Return Merchandise Authorization (RMA) number. This number must be written on the outside of the return package. Returns without an RMA will not be accepted.
- Repackage the Rug: Carefully roll and pack the rug in its original materials. Place the RMA number clearly on the box.
- Arrange Shipping: Rugs Direct will instruct you on shipping. For large rugs, they often arrange a pickup. For smaller items, you might get a prepaid label. Follow their instructions exactly.
- Ship and Track: Send the package and keep your tracking number. This is your proof that you returned the item.
Understanding Return Shipping Costs
Who pays for return shipping? It depends on the reason for the return.
- You Changed Your Mind: If you simply don’t like the rug, you are typically responsible for the return shipping costs. These costs can be significant for a large, heavy rug, so be prepared.
- Wrong or Damaged Item: If Rugs Direct sent the wrong item or it arrived damaged, they should cover all return shipping fees. Make sure this is clarified when you initiate the return.
Always ask about return shipping fees when you get your RMA. There are no surprises that way.
How and When You Get Your Refund
Refunds are processed after the returned item is received and inspected at the warehouse. This inspection confirms the rug is in new condition. The process can take 10-14 business days after they get it.
Your refund will be issued to your original payment method. If you paid with a credit card, it goes back there. Gift cards and store credit may be refunded as a new e-gift card. Note that original shipping fees are usually non-refundable unless the return was their fault.
Exchanging Your Rug for a Different One
Want a different size or color? The easiest method is to process a return and then place a new order. This is often faster than a traditional exchange. You can ask customer service about an exchange, but it might follow the same timeline as a refund.
Ensure the rug you want is in stock before you return your original one. You don’t want to be left with no rug and the new one on backorder.
Tips for a Hassle-Free Return Experience
A little preparation makes the process much easier.
- Unroll and Inspect Immediately: When your rug arrives, unroll it within a few days. Check the color, size, and construction against your order. Don’t let it sit in the box for weeks.
- Save All Packaging: Keep the box, plastic wrapping, and any tags until you’re sure you’re keeping the rug. You’ll need it for the return.
- Take Photos: If there’s any issue, take clear photos of the rug and the packaging labels. This provides evidence if needed.
- Read the Product Page Carefully: Before buying, note if the item is final sale. Also, read customer reviews for insights on color accuracy.
What to Do If Your Return Is Denied
Returns can be denied if the rug is used, missing tags, or past the 30-day window. If you believe the denial is a mistake, calmly contact customer service again. Have your photos and communication history ready. Polite persistence can sometimes resolve the issue.
If you cannot resolve it directly, you may need to contact your credit card company to discuss a chargeback. This should be a last resort, as it can affect your ability to shop with the retailer in the future.
Frequently Asked Questions (FAQ)
How long do I have to return a rug to Rugs Direct?
You have 30 days from the delivery date to start a return. The clock starts ticking as soon as the rug is delivered to your door.
Does Rugs Direct offer free returns?
Not usually. For returns due to change of mind, you are responsible for the return shipping costs. They cover shipping only if the error or damage was on their end.
Can I return a custom size rug?
No. Custom-made or special order rugs are almost always final sale. This is because they are made specifically for you and cannot be resold.
What if my rug arrives damaged?
Contact Rugs Direct customer service immediately. Do not initiate a standard return. You will need to file a damage claim, and they will guide you through the specific process, which often involves sending photos.
How are refunds from Rugs Direct processed?
Refunds are issued to your original payment method once the return is received and inspected. Processing can take 10-14 business days after they get the item back.
Can I exchange a rug instead of returning it?
It’s often quicker to do a return and place a new order. Ask customer service about exchange options, but be prepared for it to take similar amount of time as a full return and repurchase.
Do I need the original box to return a rug?
Yes, you do. The rug must be returned in its original packaging to be accepted. If you no longer have it, you will need to find suitable packaging that protects the rug during transit, but using the original is strongly recommended.
Making Smart Purchases from the Start
The best way to avoid a return is to make a confident purchase. Use online tools wisely. Order multiple free swatches if available. They give you a true sense of color and texture. Measure your space twice and use painter’s tape on the floor to visualize the rug’s size.
Read customer reviews, especially those with photos. They show how the rug looks in real homes, not just a studio. Consider the rug’s material and pile height for your lifestyle. A high-pile shag might not be best for a busy kitchen, for example.
Knowing the Rugs Direct return policy inside and out gives you peace of mind. You can shop for the perfect rug knowing you have options if it isn’t quite right. Remember the key points: act within 30 days, keep it in new condition, save all packaging, and always get an RMA number before sending anything back. With this knowledge, you’re ready to find a rug that makes your space feel complete.