By placing an order at our store - US Rug Store https://usrugstore.com/ - you declare that you have read and accept this Refund Policy. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@usrugstore.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Customer Responsibility for Shipping Address Accuracy: It is the customer's responsibility to ensure that the shipping address entered at checkout is complete and accurate. We fulfill orders strictly based on the information provided during the purchase process.
Liability Waiver: We are not responsible for orders that are lost, delayed, or delivered to an incorrect destination due to an error in the shipping address provided by the customer. We are not responsible for orders that are lost, delayed, or delivered to an incorrect destination due to an error in the shipping address provided by the customer. We are not liable to provide refunds or complimentary replacements for items successfully delivered to an incorrect address originally provided by the customer at checkout.
Address Corrections: Address modifications can only be requested before the order has been processed or shipped. Once a tracking number is generated or the package is in transit, no changes can be made.
Returned Packages: If a package is returned to our warehouse due to an incorrect or incomplete address, the customer will be responsible for the cost of re-shipping the order to the corrected address.
Areas Covered: All estimated delivery dates and shipping costs advertised on the website apply the Contiguous United States only. Please contact our customer service team to discuss the time and cost of shipping to Hawaii or Alaska. We don't ship directly to Canada, but we can ship your order to the freight carrier of your choice.
Damages: It is very important that you inspect the packaging of your items and the items themselves when they arrive and check if you received all boxes listed on the delivery receipt.
If you notice any damage or shortage of packages, you must make note of it on the bill of lading, take pictures, and REFUSE DELIVERY. Your note should say "refused due to damage". You must also take photos of all sides of the box / packaging and send them to us within 24 hours. If there are no damages visible before opening the box / packaging, you must note "subject to further inspection, may contain concealed damage".
If you notice any damage after receiving the delivery, do not throw the box / packaging away, and contact us with the photos. After we receive information from you about the refused delivery or concealed damage, we immediately initiate a claim with the shipping company or with the manufacturer. After the claim is fully processed, we ship all replacements at absolutely no cost to you.
If a shipment with a damaged item is accepted by the recipient (even if the bill of lading would include information about the damage), we will not be able to offer you a replacement item or a refund for your order.
Cancellations & Refunds: We can cancel your non-custom-made or non-made-to-order order at absolutely no cost to you before the shipping label or Bill of Lading has been created. Custom-made or made-to-order products are not eligible for refunds after the order and its conditions have been confirmed by the customer. Orders delivered outside the continental United States are not eligible for returns or refunds (also applies to orders shipped to Alaska). If your order arrived damaged, "Damages" section applies.
To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, and the packaging must be in a perfect condition. We do not charge restocking fees or return shipping fees. All eligible returns are 100% free.
Our refund policy lasts 30 days. If 30 days have gone by since you received your item, unfortunately, we can’t offer you a refund.
If you want to return the ordered product, it has to be arranged in the same manner it arrived to you. For products delivered via LTL freight, it must be packed in its original packaging on a pallet and made available for pickup by our carrier within 30 days from the date the product was delivered to you, at the exact same location to which it was delivered.
For products not shipped as LTL freight (e.g. via FedEx Ground / UPS / USPS), the product you wish to return must be packed in the original packaging and made available to the courier for pickup or dropped off at the local branch of the shipping company within 30 days of where the product was delivered to you.
Please contact us at support@usrugstore.com before returning an item to discuss shipping details.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@usrugstore.com.