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Return & Credit Policy

Thanks for shopping at The Rugs Outlet Canada

If you are not entirely satisfied with your purchase, we're here to help.

Items purchased from us will be eligible for free return and a full refund minus a processing fee. A return request must be submitted within 30 days (exceptions apply*) of the delivery date.

  • The processing fee is $19 per item.
  • The Handmade & Bamboo Silk Rugs are eligible for return within 7 of the delivery date.
  • All rug pad orders are final sales due to customization possibilities, and we are unable to accept returns on your rug pad order. If you place an order for both a rug and a rug pad and need to return the rug for any reason that falls within our terms, we will process the return only for the rug. You may keep your rug pad, as they are not returnable or refundable.

For a full refund, the item(s) MUST be returned in new condition and without:

  • Hair or Pet fur
  • Dirt, Damage, or stains
  • Signs of wear, washing, or improper care

All returned items are fully inspected, and any item(s) returned in a condition regarded as no longer sellable will not be eligible for a full refund.

Note: All returned item(s) must be shipped back in the original packaging or similar packaging that will avoid item(s) being damaged in transit.

  • Any Return request will be only honoured once per order. If your order contains multiple items, they must all be returned together, if you wish to return them all. If only some of the items are being returned we strongly suggest evaluating all details and then making a return request at once (Exception: if your items were shipped separately we may assess this policy based on each merit of the return request case). 
  • Please note that if a promo code is used on your order, providing savings of more than 20%, the order will be considered a final sale. Consequently, we regret to inform you that returns will not be accepted for items included in such orders.

Missing Delivery Due To Incorrect Or Incomplete Address:
If an item is returned back by the courier company due to issues with the delivery address provided, a $19 processing fee may be applied to the refund.

Contact Us
If you have any questions on how to return your item please visit our Contact Us page.