rugpal machida traditional area rug collection

It seemed like a perfect match, but your new decor is just not speaking to you. Fortunately, for you and your space, we offer a special return policy. When you are perusing our site, you will notice that each item has a return timeframe listed. We want you to find your perfect match and love your your new decor. If you are not satisfied you can send the item back to us for a full refund. We will be happy to help you find something else that works better in your space.

Eligibility for a Refund:
To qualify for a refund, the item must be unused, undamaged and unsoiled. Please note: rug pads are not eligible for refunds.
Please save your original packaging and return the item enclosed in the packaging. Do not fold, staple, tape, clip or glue any part of the item to be returned. For rugs: simply roll the rug and enclose in the packaging, in the same way it was shipped to you. For other home decor items: simply pack in the item in its original package to get it ready for shipping.

If you do not like your item:
It is RugPal's intention to provide the most accurate color possible when displaying digital images. As a result of differences in computer monitors, there may be variations in color between the actual product and what appears on your screen. In some cases, patterns and colors may vary according to size. Please note: some images shown are taken from larger, standard-sized items. Items much smaller will have a simplified design. If you do not like the item that was sent, you will be responsible for return shipping charges.

What if the item is defective or if I received a different item than I ordered:
We thoroughly inspect all merchandise before it is shipped, however, accidents do happen. Should you find that your item is defective or you received a different item than what was ordered, please contact RugPal immediately so we can arrange for the return and replacement. When the item is damaged or defective we will be happy to ship the replacement to you or issue a full refund if you so choose. When returning these items please keep the original packaging. If you have discarded the original packaging, don't worry, we can ship you packing material for free upon request, but please note that it is the customer's responsibility to have the item packaged and ready for pickup. Once your item has been received and has passed inspection we will issue your refund.

If you refuse the package:
Should you refuse the package upon delivery you will be held responsible for the initial shipping charges plus the return shipping. It is likely that there will be a delay in issuing your refund, as we prioritize refunds of customers who have requested a return authorization and have provided us with the tracking information.

If you choose to have a signature upon delivery:
Should you choose the option to have a signature required for the delivery, the delivery provider will make 3 attempts to deliver your package. After the third attempt the delivery provider will then send the package back to the warehouse. You will then be held responsible for the initial shipping charges plus the return shipping. Please note that once you request to have your delivery require a signature, we won't be able to change that request. If you do miss the first attempt of your delivery, you may contact the delivery provider to make arrangements to have your items delivered at a specific time or to pick up your item at deliver provider's warehouse.

What if I ship the item to the wrong address?
Please do not send any returns to our corporate office. You must obtain a Return Authorization Number from RugPal with the shipment address provided. Depending on what you have ordered we have to send you the appropriate warehouse shipping information. Unfortunately we can not accept the return if you send the item without return authorization number or ship the item to the incorrect address.

How long do I have to return the item?
Our return expiration time varies depending on the item. The return timeframe for every item is indicated in the product details. Some items only have a 14-day return policy, while others have a 21-day timeframe. "Final Sale" items cannot be returned. The return expiration period for each item is clearly indicated. Please be sure to make note of this at the time of the purchase.

How long do I have to ship the return item to the warehouse?
Upon requesting your return, one of our customer representatives will respond to you promptly and process your return request. Once your Return Authorization Number (RA#) is ready, you will receive an email with the return instructions and your RA#. Upon receiving your return instructions you have 7 days to ship your item and provide us with your return tracking number.

Why was my return rejected?
Due to the elevated cost of shipping and restocking of excessive rug returns, RugPal reserves to refuse returns from customers abusing the free return policy. Constant purchasing and returning of rugs from the same customers could be considered excessive. Excessive returns will not be accepted, rather the customer will be asked to keep and pay for the purchased rug.

I returned the item and provided tracking number, when will I receive my refund?
It takes seven to ten business day upon receiving your item for your refund to be processed.

Returning Free RugPads
FREE RugPads that had been received as part of the promotion are subject to be returned as well when returning a rug. Refunds will not be processed until both the rug and the rug pad have been processed and inspected per the warehouse.

How Do I Request a Return?
Should you decide to return your item, you will need to make arrangements for shipping.
You can request your return in one of two ways:
Email us at info@rugpal.com
Call us at 1(855) 4-RUGPAL or 1(855) 478-4725