We are committed to provide excellent product quality and second-to-none customer service.
We want you to fall in love with our products, but we completely understand that sometimes purchases don’t work out. Please try our rug and fabric samples before you order to help avoid returns. All returned items must be pre-approved. Please note that customer is responsible for payment of return shipping charges and pick- up fees.
All items must be undamaged, unused, and in the original packaging material to qualify for a refund. If you cannot reuse the original packaging for rugs, a heavy-duty disposable plastic painter’s tarp (available at most hardware stores) is a great substitute. We recommend purchasing insurance prior to shipping your product, as any losses or damages that occur during shipping will be your responsibility. We are unable to provide a refund for any merchandise that is returned to us dirty or damaged. You are responsible for all return freight charges. Handcrafted items do have minor variations in dye lot, stitching or size. These variations are not considered as defective.
For your convenience, we have customized return policies for different products:
You are welcome to return any rug within 30 days of receiving your product. All items must be returned undamaged and in new condition.Rugs purchased on our website may also be returned in person to any one of our showroom locations. Rugs returned to our showrooms are subject to a 20% restocking fee.To return a rug to our distribution center, please Contact Us to receive a RA (Return Authorization) number. Complete return instructions will be provided, including where to ship your return once you have requested an RA number.Once we have received the return merchandise and verified the product’s condition, a credit will be refunded to your original method of payment within 5 business days.
Exceptions: On the rare occasion that you receive a different rug than what was ordered, please contact us as soon as possible. Please include the order number, date of purchase and specify the issue with the product. A Return Authorization number will be supplied with return shipping instructions.
Fabric cannot be returned for credit once it has been cut. We offer sample swatches of fabric that can be purchased for a nominal fee.
Exception: On the rare occasion that fabric arrives damaged or flawed; please Contact Us as soon as possible. Please include the order number, date of purchase and specify the issue with the product. A Return Authorization number will be supplied with return shipping instructions.
Refunds will be processed within 5-7 business days from the item(s) being returned to our facility in Las Vegas, Nevada. All refunds will be credited to your original form of payment.
Any custom product(s) that have been made to a customer's specifications, including pillows, draperies, bedding and furniture, are not eligible for return. Custom products cannot be canceled once an order is in production. In addition, any special order items, aside from rugs, are not eligible for return.
Sale and Clearance Items:
All sale and clearance Items are not eligible for return or refund and are considered as final sales.