The Rug Rack Return Policy
14 Day Full Refund
Return your non clearance item within 14 days for a full refund of the item price.
Call 1-217-726-6222 for an RA# (Return Authorization #).
Return shipping is the responsibility of the customer on these items.
Damaged/Defective Rugs will be replaced at no cost. We MUST receive proof of damage. Defective claims will be processed through the manufacturer. Call for Details.
Any warranty issues are the responsibility of the MFR.
Any free or promotional products included with purchase must be returned as well or will be charged at regular price. This amount may be deducted from the refund of the rug.
Non-Returnable or Exchangeable Items
All Clearance Rugs, custom made or cut roll runners are not returnable or exchangeable.
How to return your rug:
All returns must have an RA# to receive proper credit. Call customer service at (217) 726-6222 for your Return Authorization Number. Customer service hours are Monday-Saturday: 10am – 5:30pm
Completely wrap your returns in the original packaging or equivalent and use tape to secure it.
Print the RA# Number you are issued and your full name on the package or it will be refused. We suggest that you use a shipper that provides tracking information to follow its progress.
Your return request must be received by The Rug Rack no later than 14 days after your rug was delivered.
Your return must be received back in our warehouse within 30 days of the date you received it. We will not be able to accept returns without a Return Authorization Number.
Rugs received after 30 days or without an RA# may incur a 30% restocking fee or be refused. Please be aware that we inspect the items upon arrival. Items that have been soiled or damaged may be refused or cause you to incur additional fees, or void the return altogether.
Rugs returned directly to the Manufacturer will be inspected by the Manufacturer for reported defect. If the Manufacturer determines the purported defect is damage resulting from customer carelessness, credit will not be issued. The Rug Rack is not responsible for rugs damaged or lost while in the return process. We strongly suggest insuring your return.
Undeliverable or returned rugsAll items are shipped via FED EX, UPS or Common Carrier. Shippers will make 1 to 3 attempts to deliver your purchase. Undeliverable or Refused orders will incur a 30% restock fee in addition to any and all shipping charges and/or storage fees.
Processing, handling and shipping fee charges are not refundable for any reason. Be aware that it can take up to 3 weeks for a credit to appear on your bank statement.
The above return policy does not apply to clearance items. Sales on all clearance, personalized, or custom rugs are final.
Please send all returns to the following address:The Rug Rack 2501 Wabash White Oaks Mall Springfield IL 62704