Cancellation & Returns Policy

Last Updated: February 11, 2026
At The Rug Concept, we want you to love your purchase. If something isn’t right, we’re here to help. Please review the policy below for order cancellations, returns, and refunds.

1. Order Cancellation

Before Shipment
Orders may be canceled for a full refund if the request is made before the order is shipped. Please contact us as soon as possible with your order number.

After Shipment
Once an order has shipped, it cannot be canceled. You may request a return after delivery in accordance with the return policy below.

2. Return Eligibility

You may request a return within [insert number, e.g., 14 or 30] days of delivery if:

• The item is unused and in original condition
• The item is in original packaging
• Proof of purchase is provided
• The item is not listed as non-returnable

Returns that do not meet these conditions may be refused.

3. Non-Returnable Items

The following items are not eligible for return unless defective or damaged:

• Custom or made-to-order rugs
• Clearance or final sale items
• Used, washed, or altered products
• Items returned without original packaging

4. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect:

1. Contact us within 48 hours of delivery
2. Provide photos of the item and packaging
3. We will arrange a replacement, exchange, or refund

Failure to report damage within the required timeframe may affect eligibility.

5. Return Process

To initiate a return:

1. Email support@therugconcept.com with your order number
2. Wait for return authorization and instructions
3. Ship the item using the provided instructions
4. Once received and inspected, your refund will be processed

Returns sent without authorization may not be accepted.

6. Return Shipping

• Customers are responsible for return shipping costs unless the item is defective or incorrect
• Original shipping charges are non-refundable
• We recommend using a trackable shipping service
• We are not responsible for lost return shipments

7. Refunds

Once your return is received and inspected:

• Approved refunds will be issued to the original payment method
• Processing time: 5–10 business days depending on your payment provider
• If a return does not meet requirements, it may be returned to you at your expense

8. Exchanges

We offer exchanges for defective or damaged items only. If you need a different size or style, please return the original item and place a new order.

9. Refused Deliveries

Orders refused at delivery may be subject to return shipping charges and restocking fees.

10. Contact Us

For cancellations, returns, or support:

The Rug Concept
therugconcept@gmail.com