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Returns + Exchanges

We know how hard it can be to find just the right rug for your space, and while we hope you strike gold on the first try, we want to make it easy in the event that you don’t. We’ve come up with a return and exchange policy that gives you peace of mind and lets us continue to offer our rugs at great prices.
 

What Can Be Returned for a REFUND

Rugs purchased within the last 30 days in their original condition can be returned for a refund. What does ‘original condition’ mean to us? No damage, use or dirt, tags still in tact and attached to the rug, and the original outer packaging. Make sure you do not remove tags or throw away the packing materials until you know you will keep the rug. Keep in mind, 30 days is from the purchase date, not the arrival date. The original shipping cost will be deducted from your refund amount.

We will require a receipt from your purchase and a return authorization number, so be sure to read How to Return Your Rug below. 

 

What Can Be Returned For STORE CREDIT

  • Rugs on sale or discounted at the time of purchase can be returned for store credit only (this includes the use of a coupon code during checkout).
  • If a rug was purchased for you as a gift —it was identified as a gift during checkout and shipped directly to you—it can be returned for store credit equal to its purchase value.
  • If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to his or herself to give to you later, we will send a refund to the gift giver and he or she will be informed of the return.

Rugs being returned for store credit must have been purchased within the last 30 days and be returned in their original condition. What does ‘original condition’ mean to us? No damage, use or dirt, tags still in tact and attached to the rug, and the original outer packaging. Make sure you do not remove tags or throw away the packing materials until you know you will keep the rug. Keep in mind, 30 days is from the purchase date, not the arrival date. The original shipping cost will be deducted from your store credit amount.

We will require a receipt from your purchase and a return authorization number, so be sure to read How to Return Your Rug below.

What CANNOT Be Returned

  • Rugs that were purchased more than 30 days prior
  • Rugs that have been damaged, soiled or used
  • Accessories, Cleaning Products, Rug Pads, or Pillow Fillings
  • Gift cards

How We Handle Shipping Fees

We know shipping costs can add an extra expense to a purchase, which is why we offer free shipping for orders over $1,000. However, to avoid marking up the prices of our rugs, we are only able to offer free shipping for the original purchase. If you choose to return or exchange your rug, you will be responsible for paying the return shipping fees, and we will deduct the original shipping fee from your total refund. Shipping costs are non-refundable. We consistently work to provide you the most affordable, reliable shipping services.

 

If We Made an Error

If we sent you the wrong product, we will do our best to remedy the situation and replace items. In this case, you will not be responsible for the original or return shipping fee.

  • If you would like to exchange it for the same item, send us an email at ask@floorplanrugs.com and we will provide you with shipping and exchange information.
  • If the item is no longer in stock, we will provide you with a store credit to purchase another rug of your choosing.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If the Product was Defective or Damaged

If the product is defective or damaged upon arrival, we will do our best to remedy the situation and replace items. We will have to inform our shipping carrier before any other action is taken, in order to discern whether damage was incurred during the shipping process. In the case of damaged merchandise, we suggest you contact us within 3 days of receiving the product, otherwise a delay may lead to difficulties in remedying the situation. In the case of damaged items, you will not be responsible for return or original shipping fees. Once the carrier processing has been resolved:

  • If you would like to exchange it for the same item, send us an email at ask@floorplanrugs.com and we will provide you with shipping and exchange information.
  • If the item is no longer in stock, we will provide you with a store credit to purchase another rug of your choosing.

How to Return Your Rug

  1. Check the purchase date on your receipt or online at floorplanrugs.com. It must be within 30 days of that date for us to process that return.

  2. Send an email to ask@floorplanrugs.com that includes:
    • Your name
    • Order number and date
    • Product name, item number and price
    • Reason for return
  3. We will review and determine if your purchase is eligible for a full refund or credit for the site. We will email you to inform you of the return or exchange eligibility, and will provide eligible returns with a Return Authorization Number to include with their returned rug and the address for your return.

  4. You will then need to re-package your rug for shipping.
    • It should include the rug in its original condition
    • The original receipt (we recommend making a copy or printing a receipt from the web site for your records).
    • The email from Floorplan that contains with the Return Authorization Number.
    • Securely wrap the rug in its original outer packaging. Be sure that it is taped up securely so that no water or other damage occurs during transit. Make sure you use extra tape to seal any tears or holes in the packaging. If you have additional questions on packing, email us at ask@floorplanrugs.com.

  5. Schedule your rug for pick up or take to a local shipping company.
    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

  6. We will process your return.
    • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your returned item.
    • If you are approved, then your refund will be processed, and a credit minus the original shipping fee will automatically be applied to your credit card or original method of payment, within a certain amount of days.
    • If after inspection, it is concluded that your item was used in any way, you will be charged a cleaning fee as well as a 15% restocking fee. This will also be deducted from your refunded amount or store credit.
    • If after inspection, it is concluded that your item was damaged for reasons not due to our error or shipper error, your item will be returned to you and you will be charged a shipping and handling fee.

 

My Refund Has Not Posted to My Account

A delay in funds appearing in your account is often due to processing by your credit card company or bank. For that reason, we recommend contacting them first.

  • If you haven't received a refund yet, check your bank account online or contact your bank for more information. The number of days required to process refunds varies by bank.
  • If you paid by credit card and have not seen your refund appear on your card, contact your credit card company, as it may take some time before your refund is officially posted.
  • If you've done all of this and you still have not received your refund yet, please contact us at ask@floorplanrugs.com.