1. Our Return & Exchange Policy

• Eligibility for Returns

  • Ready-to-Ship Rugs: We accept returns or exchanges for our ready-to-ship (or standard) rug designs within 7 days of receiving them, provided the items are unused, in their original packaging, and in the same condition as received.

  • Custom Rugs: Due to their personalized nature, custom-made rugs cannot be returned or exchanged. These items are one-of-a-kind and cannot be resold or restocked.

• Condition of Returned Items
  All returned ready-to-ship rugs must be unused, unwashed, and in their original packaging. Any items not meeting these criteria may be ineligible for return/exchange.

• Return Shipping Costs
  Unless the return is due to a defect or an error on our part, the customer is responsible for any shipping costs associated with returning the item.

 

2. How to Start a Return or Exchange

1. Contact Us
   Email support@customrugclub.com within 7 days of receiving your order. Include your order number, photos (if applicable), and a brief explanation for the return or exchange request.

2. Follow Instructions
   Our support team will provide you with instructions on where and how to ship your rug back.

3. Processing Your Return or Exchange
   Once we receive the returned rug and verify its condition, we will process your exchange or return. If exchanging, we will ship your new rug as soon as possible. If a return is approved, refunds will be issued to your original payment method within a certain number of business days (e.g., 5–7 days).

 

3. Damaged or Defective Items

• Although we maintain a high level of quality control, if you receive a rug that is damaged or defective, please contact us immediately at support@customrugclub.com with a photo and description of the issue.

• We will arrange for an exchange at no extra cost if the item is confirmed to be defective or damaged.

 

4. Cancellation Policy

• Cancellation Window:
  You may cancel your order within 4 days of placing it. After 4 days, production of your rug may have started, and cancellations will no longer be accepted.

• This policy applies to both ready-to-ship and custom rugs. However, note that custom rugs often begin the production process quickly due to material commitments.

 

5. Addressing Shipping Issues

• If your tracking indicates “delivered” but you have not received your package, or if the shipment appears to be lost, please contact us at support@customrugclub.com. We will work directly with the carrier to investigate and resolve the issue.

 

If you have any additional questions about our Returns & Exchanges Policy, feel free to reach out at support@customrugclub.com. We appreciate your business and look forward to creating the perfect rug for you.