Cancellation Policy
All our products are custom ordered for
our valuable customers.
As soon as the order is placed, we initiate the sequence of events
which ultimately results in you receiving product of your choice.
Since all our products are custom ordered, at the very beginning at
this sequence TheRugs.com and its respective customer become
financially obligated to purchase and pay for the ordered product.
We at TheRugs.com try to remain the most customer friendly
furniture website on the internet and will attempt to assist you in
cancellation of your order. We will contact the manufacturer and
make all the necessary arrangements, but, unfortunately even we are
not able to cancel any orders which have been already prepared for
shipment or actually shipped by the manufacturer. Please, note that
even if the tracking number is not available to us or you at
the time you request cancellation of your order,
it might actually be already too late. We will contact you
immediately after the manufacturer advises us of whether we can
cancel your order or not. Throughout the ordering process you will
be prompted to check the box reading: "I agree in
full to terms and conditions of sale by
TheRugs.com" . By checking this box you agree to accept in
full all terms and conditions listed on TheRugs.com
including our Cancellation Policy and such acceptance will be
in lieu of customer’s legal signature.
Return Policy
- 15 Days
Money Back 100% satisfaction guarantee trial period on most of
the items (unless specified otherwise).
- Customer must
have Return Authorization (RA#) and proof of shipping within 15
calendar days from receiving the merchandise.
- A RA# must be
issued by our customer support on all returns or exchanges.
There are absolutely NO EXCEPTIONS to this condition.
- After
receiving RA#, merchandise must be sent to the manufacturer at
the address specifies. Shipping method must be track-able and a
tracking number must be provided to TheRugs.com Customer
Support.
- Item must be
in original condition, original packaging and with original
labels
- Return
shipping must be paid for by the customer.
- No refunds
after 15 days.
- No refunds on
custom, personalized or final sale items.
- Allow at
least a week for rug inspection after manufacturer received it
back before refund will be initiated.
- Failure to
follow all the return procedures on un-damaged items will result
of 20% re-stocking fee.
- If a rug is
damaged by the shipper, the damage must be reflected on the
waybill and the Customer Support department must be contacted
immediately. (Mention all markings and damages when signing for
your merchandise)
- Defective
merchandise must be reported within 72 hours. Otherwise they
will not be eligible for return/refund. Photos may be required
to show damage or defective pieces.
Damaged Items
TheRugs.com only contracts
professional delivery and trucking companies are contracted to
deliver the order, unfortunately, accidents damaging your ordered
items may occur. While this happens extremely rarely, we do ask our
customers to thoroughly inspect the merchandise at the time of
arrival and note all comments on damage in their entirety on the
bill of lading. Customer is also asked to photograph the damages,
call us when this occurs at 800-838-3048
and e-mail the photographs of damages to
support@TheRugs.com
within 5
business days of delivery. If the damages are not promptly
and fully noted and reported, we might not be able to assist
customer with later claims. We
reserve the right to repair furniture in customer’s home or accept
return for repair and/or replacement. Regretfully, we can only
authorize full refund in the rare event when we are unable to repair
or replace the item.
We also expect our customers to accept delivery appointment for any
repairs or replacement furniture to complete the order process.
Throughout the ordering process you will
be prompted to check the box reading: "I agree in
full to terms and conditions of sale by
TheRugs.com" and such acceptance will be in lieu of customer’s
legal signature.
