Refund policy
Do you accept returns? And how many days do I have to initiate a return?
We gladly accept returns and exchanges, provided the customer contacts us within 14 days of delivery and ships the item back within 30 days of delivery. Please note that we will note be able to accept returns on international purchases.
How can I initiate a return?
To initiate a return, please email returns@jewelrugs.com
What are the conditions for returns?
The item should be returned in its original condition. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Are there any restrictions on returns?
If a customer has requested that we perform an alteration on the rug, we cannot accept any returns after the alteration has been performed. Also, there are a few items which do not accept returns, this will be noted in the description of that particular product.
Also, for rugs weighing more than 150 pounds (select rugs in our "Oversized" collection), we ask that customers review their purchase carefully, as we do not recommend returns, since preparing the rug for a return shipment is difficult and the shipping cost will be costly, so customers should try to ask all questions before their purchase of an oversized rug.
Additionally, if an agreement is reached involving a partial refund, the item will no longer be eligible for further refunds or returns. This ensures clarity and finality for both parties once an agreement is made.
What form will I receive my refund in?
We will refund your original form of payment.
Who pays the return shipping costs?
We provide free shipping to the Continental US. However, the return shipping cost is the responsibility of the buyer, if the customer doesn't opt into checkout+.
Do you have any restocking fees?
No, under normal circumstances we do not charge any restocking fee. Returns outside of our normal policies may be subject to a restocking fee.
What happens if I damage the rug and then return it?
To receive a full refund, the rug must be in the original condition in which it is sent. If the rug received damage while in the possession of the customer, or during the return process, this will be deducted from the refund depending on the severity and extent of the damages.
Can I cancel my order before it is shipped out?
Orders can be cancelled without a fee within 24 hours of the purchase. After 24 hours, cancellations are subject to a $250 cancellation fee. If a customer wants to select a different item in place of their original order, then there is no cancellation fee. An exchange would be processed at that time.
Please note that all payments made by credit card are subject to non-refundable payment processing fees charged by the payment provider. These fees are not returned to us when a refund is issued.
As a courtesy, Jewel Rugs will cover these processing fees for up to two (2) order cancellations per customer. Beginning with the third cancellation, a 3% processing fee will be deducted from the refund amount.
Alternatively, customers may choose to exchange their order for another item, in which case no processing fee will be deducted and the full order value may be applied toward the new purchase.
What happens if I do not pick up my package upon delivery, and it is resent back to you? Or if I refuse the package that is sent.
Items not picked up upon delivery, or are refused by the recipient, and are then returned back to seller will be considered forfeited. In this case there is no refund to the customer.
What if I have any other questions?
For further questions about returns, please contact us anytime at returns@jewelrugs.com