Effective Date: 01/08/2026
At Rugtist LLC, we stand behind the quality and authenticity of every handmade rug we offer. We want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds.
Return Timeframe
You may return eligible items within [30/60] days of the delivery date for a full refund or exchange. To be eligible for a return, items must meet all conditions outlined in this policy. Returns requested after [30/60] days from delivery may not be accepted.
Eligibility Requirements
To qualify for a return, your handmade rug must meet the following conditions:
- The rug must be in its original, unused condition with no signs of wear, stains, odors, or damage
- All original tags, labels, and documentation must remain attached and intact
- The rug must be returned in its original packaging or comparable protective packaging
- You must have proof of purchase (order number or receipt)
- The return must be pre-approved by our customer service team
Non-Returnable Items
The following items are not eligible for return or exchange:
- Custom-made or specially ordered rugs commissioned specifically for you
- Rugs that have been used, walked on, or placed in a room (even temporarily)
- Rugs with removed tags or labels
- Items marked as “Final Sale,” “Clearance,” or “As-Is”
- Rugs that show signs of cleaning, alterations, or repairs
- Items damaged due to misuse, improper care, or accidents
How to Initiate a Return
To start a return, please follow these steps:
- Contact Us First: Email us at [your email] or call [your phone number] within the return timeframe. Provide your order number, the item(s) you wish to return, and the reason for the return.
- Receive Authorization: Our customer service team will review your request and provide you with a Return Authorization Number (RAN) and detailed return instructions. Do not ship any items without first receiving authorization.
- Package Carefully: Securely pack the rug in its original packaging or similar protective materials. Include your Return Authorization Number, order number, and contact information inside the package.
- Ship the Return: Ship the item to the return address provided by our customer service team. We recommend using a trackable shipping method and purchasing shipping insurance for the value of the rug.
Return Shipping Costs
- Customer Responsibility: You are responsible for the cost of return shipping unless the rug arrived damaged, defective, or we shipped the wrong item.
- Our Responsibility: If we made an error or the rug arrived damaged or defective, we will provide a prepaid return shipping label or reimburse your return shipping costs.
Due to the size and value of handmade rugs, return shipping costs can be substantial. We recommend obtaining shipping quotes before initiating a return.
Inspection and Processing
Once we receive your returned rug, our team will inspect it to ensure it meets our return eligibility requirements. This process typically takes [3-5] business days. We will notify you via email once we have completed the inspection.
If your return is approved, we will process your refund or exchange. If your return does not meet our eligibility requirements, we will contact you to discuss options, which may include returning the rug to you at your expense.
Refunds
Refund Method: Refunds will be issued to your original payment method within [7-14] business days after we approve your return. Depending on your bank or credit card company, it may take an additional [3-5] business days for the refund to appear in your account.
Refund Amount: You will receive a refund for the purchase price of the rug. Original shipping charges are non-refundable unless we made an error or the rug was damaged or defective.
Partial Refunds: In some cases, we may offer a partial refund if the rug shows minor signs of use or if tags have been removed but the item is otherwise in excellent condition. This will be discussed with you before processing.
Restocking Fee: [We do not charge a restocking fee / A restocking fee of [X]% may apply to certain returns – specify your policy]
Exchanges
We are happy to exchange your rug for a different size, style, or color, subject to availability. To request an exchange:
- Follow the return process outlined above and indicate you would like an exchange
- Specify which rug you would like to receive in exchange
- We will process your exchange once we receive and inspect your returned rug
If there is a price difference between the original rug and the exchange rug, we will either refund the difference or send you an invoice for the additional amount.
Exchange shipping: You are responsible for return shipping costs. We will cover shipping costs for sending you the exchange item.
Damaged or Defective Rugs
If you receive a rug that is damaged, defective, or significantly different from its description, please notify us immediately:
Timeframe: Contact us within 48-72 hours of delivery to report damage or defects.
Documentation: Provide clear photographs showing:
- The damaged or defective area(s)
- The overall rug
- The packaging (if damage appears to be from shipping)
- Any relevant tags or labels
Resolution: We will work with you to resolve the issue through one of the following options:
- Full refund including return shipping costs
- Replacement rug at no additional cost
- Partial refund if you wish to keep the rug with the disclosed issue
- Professional repair or restoration (for minor issues)
Wrong Item Received: If we shipped the wrong rug to you, we will arrange for return pickup at our expense and ship the correct rug to you immediately.
Rug Care and Condition
Trial Period: While we encourage you to unroll and view your rug upon arrival, please do so on a clean surface and avoid walking on it or placing it in a room if you think you may want to return it.
Odor: Some handmade rugs, especially wool rugs, may have a natural fiber smell when first unpacked. This typically dissipates within a few days when aired out and is not considered a defect.
Variations: Remember that handmade rugs are unique, and slight variations in color, size, and pattern are normal characteristics, not defects. Please review product descriptions and photos carefully before purchasing.
Canceled Orders
If you need to cancel your order, please contact us immediately. We will do our best to accommodate your request:
- Before Shipment: Orders canceled before shipping will receive a full refund
- After Shipment: Once an order has shipped, our standard return policy applies
- Custom Orders: Custom orders cannot be canceled once production has begun
Store Credit
Instead of a refund, you may choose to receive store credit for the full purchase price plus original shipping costs. Store credit can be used toward any future purchase and does not expire.
International Returns
For international customers, please note:
- You are responsible for all return shipping costs and any customs fees or duties
- International returns may take longer to process
- We recommend using a tracked and insured shipping method
- Contact us before returning to discuss the most cost-effective shipping option
Contact Us
If you have questions about our Return Policy or need assistance with a return, please contact us:
Rugtist LLC
Email: info@rugtist
Phone: +90 505 054 8890
Address: Zafer, 118. Sk. No:3, 34513 Esenyurt/İstanbul, Türkiye
We are committed to providing excellent customer service and will work with you to resolve any issues with your purchase.