Customer Service › Return Policy

Services & Policies

Rugs HQ maintains long-standing alliances with the industry's leading manufacturers. As a result, we are able to ship free, fast, and offer the lowest prices on most area rugs. Our area rugs are priced 25% to 75% lower than our competition, and it is in big part thanks to our Return and Exchange Policy.

Rugs HQ offers a 30-Day full Exchange on every area rug we sell, except for products sold through our Clearance promotions and rug pads that have been opened. At Rugs HQ, we try to correct all problems with minimal inconvenience to you!

Returns Due to Damages:

All returns due to damages may be processed as an exchange towards a replacement product, or may be credited as store credit for any future purchase with Rugs HQ. We do not offer money back credits on any of our returns.

Although rare, unfortunately damages during the shipping and manufacturing processes occasionally occur. In order to address any issues promptly please take your time to inspect the merchandise upon receipt, with a delivery representative present. If you find any damages, please reject the shipment and contact our customer service department right away.

If you have not noticed any damages at time of delivery, please notify us within 48 hours from delivery. To help us determine the situation we may ask you to e-mail photographs of the damages as well as a clear description. You may email the information to help@rugshq.com. We will issue a Return Material Authorization (RMA) number. RMA must be provided for any return or exchange, and any package received without a RMA will be rejected. If the damages are promptly and precisely reported, we will do our best to replace the damaged items in a timely fashion.

Please note that if your delivery damages (does not apply to factory damages) have not been reported within 48 hours from time of delivery, Rugs HQ must assume that any damages that have occurred after 48 hours from delivery are inflicted by the customer, and your items may not be returned or exchanged. We ask that you inspect all orders at time of delivery.

Returns Due to Colors:

All returns due to colors may be processed as an exchange towards a replacement product, or may be credited as store credit for any future purchase with Rugs HQ. We do not offer money back credits on any of our returns.

At Rugs HQ, we try our best to showcase our area rugs exactly as they would appear in person. We work only with top brand name manufacturers that provide us with detailed photos of each area rug. However, due to so many variations in technology, computer screens, mobile devises, tablets, etc., we are not able to be certain of your screen’s color settings. Please take into consideration that these naturally occurring characteristics are not viewed as damages or defects.

You may email your return request to help@rugshq.com with your reason for a return. We will issue a Return Material Authorization (RMA) number. RMA must be provided for any return or exchange, and any package received without a RMA will be rejected.

Any Other Reasons for a Return:

If you are unhappy with your purchase for any other reason, you may exchange it or receive a store credit for a full purchase price. While Rugs HQ may waive the return shipping charge, customers are responsible for the following shipping charges deducted from your exchange value or store credit:

- Rug sizes up to 8 feet in width will incur a $35 shipping fee per item.
- Rug sizes over 8 feet in width will incur a $55 shipping fee per item.

At Rugs HQ, we try to correct all problems with minimal inconvenience to you!

Because our area rugs are priced 25% to 75% lower than our competition, and shipping is always free, we do not offer full “cash” or "charge" refund returns. All returns will be process as exchanges or store credits for future purchases.

Please use the form below to process your request for a Return Material Authorization (RMA) number. The written request for the RMA must include the customer’s contact information, order number in question as well as a clear description of the reason for items being returned or exchanged. Our staff will then process your request and supply you with an RMA number and contact FedEx or UPS on your behalf to schedule a pickup.