A hand-knotted rug is a very personal choice – and sometimes it takes seeing it at home to know for sure. If yours isn’t the one, here is how easy it is to send it back:
✓ 31 days to decide: Return any item within 31 days of delivery – no reason required, no questions asked.
✓ Free returns with our label: We provide a prepaid shipping label (or arrange a pickup for oversized pieces) at no cost to you.
✓ Full refund to your original payment method: Once your return arrives and checks out, your money goes right back where it came from.
How it works:
1. Start your return under Manage your order, via our contact form, or by email to [email protected]
2. Receive your prepaid label or pickup confirmation from us
3. Pack the rug securely and send it on its way – we take care of the rest
Please note: Custom orders made to your specifications are final sale. And treat your rug the way you would in a showroom while you decide – use beyond a normal inspection can affect your refund.
Below you will find the full terms of our voluntary 31-day return policy, followed by an overview of your legal rights, which always remain fully intact.
Uniq Rugs grants you a voluntary return period of 31 days in total, starting on the day your order is delivered.
There is no general federal cooling-off right for ordinary online purchases in the United States – the 31-day window is a promise we make to you voluntarily, because we want you to choose your rug with confidence. It exists in addition to your warranty rights and every other right the law gives you, and it never replaces or reduces them.
Return deadline
Your return must be registered with us by the 31st day after delivery at the latest. A timely notification is all it takes to keep the deadline – the rug itself may ship afterwards.
Condition of the goods
Eligible returns are items that have been examined only as you could in a rug showroom: unrolled, viewed in daylight, placed in the room, walked on briefly in clean conditions.
Rugs that show stains, odors, signs of wear, damage or other impairment resulting from use beyond such an inspection cannot be accepted under this policy.
Hand-knotted rugs deserve gentle handling: please protect yours from spills, pet hair, smoke and moisture, and do not attempt any cleaning or make changes to the pile, fringes or selvedge while you are still deciding.
Packaging
Whenever possible, use the original packaging for the return; otherwise choose packaging that protects the rug just as reliably in transit. A missing original wrapper alone will never disqualify your return.
You are responsible for packing the rug well enough that it reaches us undamaged.
Step 1 – Register your return
Within the 31-day period, start the return in your account under Manage your order, reach out through our contact form, or write to [email protected].
Include your order number and the items you are sending back if you can – it helps us prepare your return documents faster. We will then email you the prepaid label and shipping instructions.
Step 2 – Ship it back
Use only the prepaid return label we provide, or the freight pickup we arrange for larger rugs, to keep the return completely free of charge.
Never place a shipping label directly on the rug or its original packaging – always use suitable outer packaging for transport.
Step 3 – Receive your refund
After the rug arrives and our team has inspected it, we issue the refundable purchase price to the payment method you used when ordering.
We cover the direct cost of the return shipment whenever our prepaid label or our arranged pickup is used.
If you decide to use a carrier of your own choosing, or ship without our return documents, the resulting costs are your responsibility and shipping charges you paid out of pocket will not be reimbursed.
Refunds are typically processed within a few business days after the inspection of the returned goods is complete. Depending on your bank or payment provider, it may take additional time for the credit to appear on your statement.
Charges for an expedited or premium delivery option you selected instead of our least expensive standard shipping, as well as the cost of a return you arranged yourself, are not refunded under this voluntary policy.
If a returned rug has lost value through handling that exceeded a reasonable inspection, we reserve the right to reduce the refund accordingly or to decline the voluntary return. Your legal rights are unaffected either way.
Custom and personalized orders
The 31-day return policy does not apply to goods produced, cut or otherwise adapted to your individual specifications, or clearly personalized for you.
This includes, in particular, rugs made or altered to custom dimensions and pieces in customer-specific colors, materials or designs.
Excessively used or damaged goods
Also excluded are items that, after delivery, were used beyond the inspection described above, or that have been soiled, damaged, altered or handled improperly.
This exclusion does not apply where the impairment existed at the time of delivery or is due to a defect in the goods.
Nothing in this voluntary return policy limits the rights you have under the law – it only adds to them.
Warranties and defective goods
Your rights under applicable state law, including any implied warranty of merchantability or fitness for a particular purpose, and our responsibilities as seller for defective, damaged or incorrectly shipped goods remain unaffected. To the extent applicable state law grants you consumer rights that cannot be waived or limited by contract, this policy does not waive or limit them.
If your rug arrives defective, damaged or different from what you ordered, your legal remedies apply independently of the 31-day period and its conditions – and in that case the return shipment is naturally free as well.
Seller
UniqRugs Inc.
4864 East Caida Del Sol Drive
Paradise Valley, AZ 85253
United States
Email: [email protected]
Phone: (480) 588-0803
Please wait for your return documents before shipping anything back – the correct return address depends on the item and its size and will be included with your prepaid label. For any question about returns, refunds or defective goods, we are happy to help at [email protected] or (480) 588-0803.
