Returns & Exchanges
What is your return policy during Black Friday?

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.

All items are eligible for return, with the exception of:

  • Rugs discounted at 40% or more
  • Rug Pads
How do I return an item?
Do I have to pay to return an item?

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.
  • Request your return within 7 days of receiving your item.
  • One item per order is eligible for a free return. 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.

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 $150.00 maximum charge. (For example: a purchase of $400 will incur a restocking fee of $80 and a purchase of $1000 will incur a restocking fee of $150).

    All below items are non-returnable:

  • Clearance Rugs
  • Closeout Rugs
  • Flash Sale Rugs
  • Rug Pads
  • Which items are not eligible for free returns?
    • Oversized rugs which include 12 x 15 area rugs and larger are not eligible for free returns. ECARPETGALLERY does offer a voucher of $100 off return shipping fees for such items, however the customer assumes the difference.
    • 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.
    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.

    What happens if I return a rug from an order that had the BUY 2 GET 10% OFF promotion applied?

    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.

    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.