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RETURNS & REFUNDS POLICY

We understand that sometimes it can be hard to choose the right area rug to complete your home’s interior design. That’s why, at RUG DEPOT, we make sure our shoppers love their area rug, and that they make an informed purchasing decision with accurate product information. To relieve some pressure off your shoulders when you missed the right choice for your home decoration, we have designed a smooth, and easy return process should you decide to return your area rug.

 

WHAT IS THE RETURN POLICY AT RUG DEPOT?

Although we hope that you are satisfied with your purchase with us, it can still happen that it was just not right for you. Hence, you have 30 days to request a return from the day your purchase was received by contacting us through email at: support@rugdepot.ca.

 

Once your request is received, we will send you a pre-paid return label with all necessary instructions by email, making it a hassle-free process for you. As we want to continue to offer you our area rugs at exceptional prices, the pre-paid return label cost will be deducted from your refund amount. To avoid any surprises, we will disclose to you the return shipping cost in the process, and we make sure it is the cheapest possible option.

 

IN WHAT CONDITION THE ITEM SHOULD BE WHEN RETURNING IT?

To receive a full refund, the original item MUST be in new condition, and returned without:

  • Pet fur
  • Dirt or grass marks
  • Signs of wear, washing, or improper care
  • Damage (not due to manufacturing or transporting) or stains

 

WHAT ITEMS ARE NOT RETURNABLE?

All items are returnable, with the exception of:

  • Clearance
  • Open Box
  • Closeout
  • Accessories
  • Rug Pads

 

HOW DO I RETURN AN ITEM?

Please write us an email on support@rugdepot.ca to initiate a return, and include the following:

  • Your name
  • Order number, and date
  • Product name, and price
  • Reason for return

 

WHAT IS THE COST TO RETURN MY PURCHASE?

The cost will vary based on the item, and the location from where it is being returned. We will disclose to you the return cost in the process, and we make sure it is the cheapest possible option.

 

CAN I CANCEL MY RETURN AFTER THE RETURN PRE-PAID LABEL IS PRINTED?

Yes. Please let us know that you wish to cancel the return, and the reason why. We will then proceed to cancel the return pre-paid label.

 

DOES RUG DEPOT ACCEPT EXCHANGES?

Unfortunately, at this moment, we cannot process exchanges. Simply email us a return request, and then place a separate new order, which we will ship to you for free!

 

WHEN WILL MY REFUND BE PROCESSED?

Once we have received the return item(s) to our warehouse in Toronto (ON), it will take us 1-5 business days to process your refund.

 

CAN I REQUEST MULTIPLE RETURNS AT THE SAME TIME?

To avoid any confusion, and to send you the pre-paid return labels in the correct order, please send us separate requests for each item.

 

WHAT SHOULD I DO IF I GET A DAMAGED OR DEFECTIVE RUG?
  • Our quality team checks your rug(s) to make sure it’s up to the very best standards before we send it to you. But if we’ve missed something, just let us know within 30 days from the shipping date.

 

  • If you detect before unwrapping that the area rug is damaged or defective from the backside (due to transporting damage), we recommend that you leave the area rug in the state it was received. Please do not unwrap the rug from outer packaging, and we will take responsibility for the return fee, and you will be fully refunded for the area rug. 

 

  • If the rug is damaged or defective from the front side due to a manufacturing defect (not visible before unwrapping), we will take care of the return fee, and you will be fully refunded for the area rug.

 

  • It really helps if you send us a few photos of the damage or any other issue. Our team will assess your complaint, and let you know how to return the item.

 

WHAT SHOULD I DO IF I GET THE WRONG ITEM?

Our quality team checks your orders very diligently, but if the wrong item was sent to you, we will remedy the situation, and replace the item with the right one. In this case, you will not be responsible for the return shipping fee.

 

To rectify the situation, please send us an email at support@rugdepot.ca, and we will provide you a pre-paid return label.

 

If you would like to receive your original item, please place a separate new order, and ship us back the wrong item sent to you by using our pre-paid shipping label.

 

HOW LONG DOES IT TAKE TO PROCESS A RETURN?

Once we have received your return, please allow us up to 5 business days for the return to be processed.

 

Your refund will automatically be applied to your original method of payment, within a certain amount of days (subject to your bank’s policies).

 

HOW DO I CANCEL MY ORDER?

Any order placed between 12 PM (Eastern Time), and 3 PM (Eastern Time) during business days must be cancelled within the next 30 minutes, otherwise, the order may get dispatched.

 

If you place an order before 12PM, it must be cancelled by 12 PM (Eastern Time) on the same business day the order was placed. If the order was placed after 3 PM (Eastern Time), it has to be cancelled before 12 PM the following business day (Eastern Time).

  

Orders placed on the weekend must be cancelled before 12 PM (Eastern time) on the following Monday.

 

Please write us an email at support@rugdepot.ca to initiate an order cancellation, and include the following:

  • Your name
  • Order number, and date
  • Product name, item number, and price
  • Reason for cancellation