Refund policy

We want you to love your rug. If something is not right, our team is here to help. This policy applies to orders placed on www.rugbranch.com and shipped within Canada and the United States.

At a glance

  • Return window: 30 days from the day your order is delivered
  • Return fee, Canada: $50 CAD per item ($100 CAD for 9'x12' and larger)
  • Return fee, USA: $50 USD per item ($100 USD for 9'x12' and larger)
  • Final Sale items: Not eligible for return or refund (including all deal rugs)
  • Return shipping: Prepaid label by email. Smaller than 9'x12' (incl. runners, doormats, rounds): you drop it off. 9'x12' and larger: we book a home pickup
  • Refund timing: 5 to 14 days after the rug reaches our warehouse and passes inspection, back to your original payment method

How to return your rug

  1. Contact us within 30 days of delivery. Email info@rugbranch.com or chat with us on rugbranch.com. Include your order number and the item you want to return. Please do not send anything back before you have requested a return, as we cannot accept it.
  2. Get your prepaid label. We email you a prepaid return label. For rugs 9'x12' and larger, we also book a home pickup for you.
  3. Pack the rug. Roll the rug and use the original packaging if you can. If you no longer have it, place the rug in a bag or wrap it as well as possible so it is protected in transit. For rugs 9'x12' and larger, wrap the ends with extra material in case the rug is dragged during handling.
  4. Attach the label and send it back. Stick the label on the outside of the package. For rugs smaller than 9'x12', including all runners, doormats and round rugs, drop it off at the carrier shown on the label. For rugs 9'x12' and larger, the carrier will call you to set a pickup date.
  5. Inspection and refund. Once the rug arrives at our warehouse we inspect it. Your refund, minus the return fee, is issued to your original payment method 5 to 14 days after it is delivered to us.

Condition

The rug must be unused, clean and rolled. Please use the original packaging if possible. If not, bag or wrap it carefully so it is not damaged in transit. It must be free of debris such as pet hair, dirt or grass, and free of stains and signs of wear or washing. Every return is inspected, and items that aren't suitable for resale won't qualify for a refund. You can return a rug after opening the package, or if you change your mind, as long as it meets these conditions.

Return fee

In Canada the fee is $50 CAD per item, or $100 CAD for rugs 9'x12' and larger. In the USA the fee is $50 USD per item, or $100 USD for rugs 9'x12' and larger. The fee covers return shipping and is deducted from your refund.

Final Sale

Final Sale items, including all deal rugs, cannot be returned or refunded. If you are unsure whether an item is Final Sale, please reach out before you order.

Damaged, defective or wrong item

Email info@rugbranch.com within 7 days of delivery with your order number and clear photos of the issue. There is no return fee for damaged, defective or incorrect items.

Exchanges

We do not offer exchanges. Please return the rug for a refund and place a new order for the item you want.

Orders from other stores

Orders placed on Amazon, Target, Rona, or Lowe's cannot be managed on rugbranch.com. Email us at info@rugbranch.com with the marketplace order number, your full name, the SKU you purchased, and the issue, and our team will help.

Contact

Need help? Email info@rugbranch.com or chat with us on rugbranch.com. Our support team is available Monday to Friday, 9 am to 5 pm ET.