Return Policy

WHAT IS YOUR RETURN POLICY?

You have 30 days upon receiving your order to request a return. 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.

All items are returnable, with the exception of:

• • Clearance
• • Open Box
• • Closeout

HOW DO I RETURN AN ITEM?

Contact [email protected] or call 1-(888)-466-6869 to initiate a return.

DO I HAVE TO PAY TO RETURN AN ITEM?

Your request is eligible for a free return if you meet the following criteria:

• • Request your return within 7 days of receiving your order.
• • Your returned item must be your first return with ECARPETGALLERY.
• • One item per order will be eligible for a free return, with the difference at your expense.
• • You are return shipping from continental USA or a Canadian province.

WHICH ITEMS ARE NOT ELIGIBLE FOR FREE RETURNS?

• • Oversized and 12 x 15 area rugs are not eligible for free returns. ECARPETGALLERY offers a voucher of $100 off return shipping fees for such items, however the customer assumes the difference.
• • Clearance, Open Box and Closeout items are not eligible for free returns or refunds. Customer may exchange the rug with return shipping at their expense.
• • Returns originating from Alaska, Hawaii, Guam, Puerto Rico, Yukon, Northwest Territories or Nunavut.

DO YOU OFFER EXCHANGES?

Yes we do offer exchanges. Please contact [email protected] or call 1-(888)-466-6869 and we can help you out.

WHAT SHOULD I DO IF I GET A DAMAGED OR DEFECTIVE RUG?

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.

HOW LONG DOES IT TAKE TO PROCESS A RETURN?

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.