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Return Policy

Refund Policy

We hope you love your selections as much as we do. If you're not completely satisfied with your purchase, we’ll gladly offer you a refund for most of our merchandise within 14 days from receipt of product.  Some exceptions apply.  Please see below for details.

Proof of purchase is required for a refund.  Shipping costs on returned items are paid for by the customer.  We currently are unable to accept returns on orders shipped to Canada.

Returns are refunded in the original payment form for the merchandise price less a USD30 restocking fee, and any duties and brokerage fees incurred during original shipment. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Taxes charged are refunded in accordance with state and local laws. Returns sent via USPS that arrive with postage due will be returned to sender.

Once the item is received at the warehouse, please allow us 7 to 10 business days to inspect the item.  We appreciate your patience and you will be notified once the refund has been issued.  Note that depending on your method of payment, it may take up to 2 weeks for the refund to appear on your statement.

A one-time price adjustment is offered when an original sales receipt or proof of purchase is presented within 30 days of order delivery and meets the terms listed in our Price Guarantee Policy on our website.  Price adjustments are not offered during promotional periods.

To return an item, email returns@rugsbyroo.com.  Return instructions will be sent to you within 48 hours. 

Exchange Policy

We only replace merchandise(s) if they are defective or damaged.  During the delivery of your order, it is important to check that your package has not been damaged during transport.  This must be done in the presence of the deliveryman.  If the packaging on your shipment and/or the item(s) is/are damaged, you must enter the details of the damage on the Shipper's Delivery Slip.  We also recommend taking photos.

Please send email with photos to our Customer Care team immediately at support@rugsbyroo.com and we will process an insurance claim on your behalf.

If you purchased Route Purchase Protection, please submit a damage claim through the Route Purchase Protection app to get the replacement process started.

Refunds & Exchange Exceptions

Our wish is to bring to you brands from all around the world that may not otherwise be accessible to you.  Some of the brands we carry make their rugs in small batches and some are even made-to-order and ship all the way from India, Australia and Europe.  For these brands, we unfortunately are not able to offer a refund or exchange.  Once the order has been placed and production has started, we will not be able to cancel or refund your order.  These brands include:

  • Organic Weave
  • Studio Sirio
  • Oh Happy Home!
  • Little Cabari
  • Fab Habitat
  • Leah Singh
  • 4Favorites
  • Nico & Yeye

For our Canadian customers, most of our brands are not stocked in Canada and travel a long way to get to you.  And to make your shopping experience as stress-free as possible, we cover all upfront customs, duties and taxes.  For this reason, we unfortunately cannot accept returns on any orders shipped to Canada unless it was received defective or damaged. 

Cancellation Policy

If an item is out of stock, you will be notified by either phone or email with the estimated restock and delivery date.  Should you choose not to wait for the item, you may cancel your order and your credit card will not be charged.

In-stock items typically ship within 5 to 7 business days of placing order.  If you change your mind about an order after it has been placed, please contact us immediately.  If your item has not been processed yet, we will gladly cancel your order. 

Orders cannot be cancelled or modified in any way once it has been processed.  If we are unable to cancel your order and you reside in the US, you can always return your order to us for a full refund of the merchandise value.  See Refund Policy above for details and exceptions.

While we try to maintain accurate pricing on our website, human errors may exist.  Rugs by Roo retains the right to cancel any orders due to pricing errors, incorrect application of discounts or any other unforeseen errors.

All policies are subject to change without notice.  

To speak with our Customer Care team to inquire about refunds, canceling or changing an order that's already been placed, please call us at 1-833-ROO-RUGS or email us at support@rugsbyroo.com. Our Customer Care team is available Monday through Saturday 9 am to 6 pm (ET).