Free Shipping + 14 Day Returns

Refund policy

Return & Refund Policy

Last updated: January 01, 2025

At RUG ROOT, most of our rugs are handmade and made to order. Please read this policy carefully before placing an order.

14-Day Return Window

You may request a return within 14 days of receiving your rug. Return requests made after this period will not be accepted.

Eligibility for Returns

To be eligible for a return, the rug must:

  • Be unused and in the same condition as received

  • Have all original tags attached

  • Be returned in original packaging

  • Include proof of purchase

Rugs that do not meet these conditions may be refused or subject to partial refund at our discretion.

Return Process

To initiate a return, please email rugroot.official@gmail.com.
Returns are accepted only after prior approval.

If approved, we will share return instructions and the return address.

Important notes:

  • Return shipping costs are the responsibility of the customer

  • Customers must arrange return shipping using a professional and reliable courier

  • RUG ROOT is not responsible for loss, damage, delays, or any issues once the return shipment is handed to the courier

  • We strongly recommend using a trackable and insured service

Return Address:

RUG ROOT
Trilokpur, Madhosingh, Aurai, Sant Ravidas Nagar
Bhadohi – 221301
Uttar Pradesh, India

Rugs sent without prior return approval will not be accepted.

Damages & Incorrect Items

Please inspect your rug immediately upon delivery.
If your rug arrives damaged, defective, or incorrect, contact us within 5 days of delivery with clear photos and order details so we can evaluate the issue.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or personalized rugs

  • Made-to-order rugs

  • Sale or discounted items

  • Gift cards

If you are unsure whether your rug qualifies, please contact us before placing your order.

Exchanges

We do not offer direct exchanges.
If approved, you may return the rug and place a new order separately for the replacement item.

Order Cancellations

Cancellations are accepted within 24 hours of placing the order.
Once production has started, cancellations are no longer possible.

Shipping & Return Shipping

We offer free worldwide shipping on all orders.

However, return shipping costs are borne by the customer.
Original shipping charges are non-refundable.

European Union – 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the right to cancel or return an order within 14 days of delivery, provided the rug:

  • Is unused

  • Has tags attached

  • Is in original packaging

  • Includes proof of purchase

Return shipping costs remain the responsibility of the customer.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

  • Refunds are issued to the original payment method

  • Processing time: up to 10 business days

  • Banks or card issuers may take additional time to reflect the refund

If more than 15 business days have passed since approval, please contact us.

Partial Refunds (If Applicable)

Partial refunds may be issued if:

  • The rug is returned damaged or used

  • Items are missing parts not due to our error

  • The return is initiated after 14 days

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account

  2. Contact your card provider

  3. Contact your bank

If the issue persists, email rugroot.official@gmail.com.

Gifts

If a rug was marked as a gift and shipped directly to you, approved returns will be issued as store credit.
If the rug was not marked as a gift, the refund will be issued to the original purchaser.

Made in India

All RUG ROOT rugs are handcrafted in India by skilled artisans, reflecting generations of traditional craftsmanship.

Frequently Asked Questions (FAQs)

1. How do I request a return?
Email rugroot.official@gmail.com to begin the process.

2. Who pays for return shipping?
Return shipping costs are borne by the customer.

3. How long do refunds take?
Approved refunds are processed within 10 business days.

4. Can I cancel my order?
Yes, within 24 hours of placing the order.

5. What if my rug arrives damaged?
Contact us within 5 days of delivery with photos.

6. Do you offer free shipping?
Yes, free worldwide shipping on all orders.

7. Are there any hidden fees or customs duties?
There are no hidden fees.
Customs duties or import taxes, if applicable, are payable by the customer as per local regulations.

8. Can I exchange a rug?
Please return the rug (if approved) and place a new order.

9. Can I return a custom rug?
No, custom or personalized rugs are non-returnable.

10. How do I track my return?
Use the tracking number provided by your chosen courier.

11. How can I contact you?
Email us anytime at rugroot.official@gmail.com.