You have up to 30 days from reception of your order to exchange your rug or request a refund. Once you have requested a return, you have 7 days to ship your rug(s). If you do not ship your return within 7 days from the return request date, your order may be eligible for store credit only. All items must be unused with the original tags attached.
An item's specific return eligibility is indicated on the product page below the "Add to cart" button. All items are eligible for return, with the exception of:
Please email [email protected] to initiate a return.
We offer free returns for all customers in the US, Canada and Europe. To qualify for a free return:
- • Your returned item must be your first return with ECARPETGALLERY. If this isn’t your first return, you will be charged a restocking fee for this item.
- • Your free return is eligible on a single item. If you wish to return multiple items from the same order, you will be charged a restocking fee for the other items.
- • You are returning from US, Canada, UK and Europe.
- • Oversized rugs do not qualify for free returns and will automatically incur a restocking fee. Oversized rugs constitute rugs that are 12'0" x 15'0" or larger.
Should your item not be eligible for a free return, then you will be charged a restocking fee for the return. The restocking fee is determined based on 20% of the item’s price (before applicable taxes) or $80.00 maximum charge. (For example: a purchase of $300.00 will incur a restocking fee of $60.00 and a purchase of $1000.00 will incur a restocking fee of $80.00).
All below items are non-returnable:
- Oversized rugs which include 12'0" x 15'0" area rugs and larger are not eligible for free returns. A restocking fee of $80.00 applies for all returns of oversized rugs.
- We cannot accept returns on Rug Pads as they are custom cut.
- Returns originating from Alaska, Hawaii, Guam, Puerto Rico, Yukon, Northwest Territories or Nunavut will have to be covered by the customer.
Our quality team checks your rug(s) to make sure it’s up to the very best standards before we send it to you. But if we’ve missed something or sent you the wrong item, just let us know within 7 days. It really helps if you send us a few photos of the damage or any other issue. Our team will assess your complaint and let you know how to return the item.
If you return one rug from an original order of two rugs that received the ‘Buy 2 Get 10% Off’ promotion then your refund amount will account for the full price of the rug you kept. This will be seen as an “Adjustment Fee” on your refund statement as the 10% promotion is no longer applicable on the rug that you kept.
Once your return has been shipped back to us, please allow up to 5-10 business days for the return to be processed.
You can expect the refund to appear on your bank or credit card statement within 3-5 business days after the return has been processed, but processing credit is subject to your bank.