Returns Policy
Effective Date: July, 2024
Overview
In general, we accept your return request if we receive your request within 30 days from receiving product at your address. To be eligible for a return, your item must be unused and in the original packaging condition when you received it. To initiate a return, please send us your request to support@rugstyl.com.
For specific cases, please read as below:
Defective or damaged products due to manufacturing or delivering
If you found that your product is defected or damaged due to manufacturing or delivery carrier, please send us an email within 30 days from delivery to notice us about your issue as following steps:
Step 1: Send us a notice email within 30 days from delivery about product issue. Please attach with your email the picture or video showing that the product is defective or damaged due to manufacturing or delivering. Please clarify your request to return and receive a replacement or refund.
Step 2: Our production department may take up to 5 business day to confirm the issue. Once we confirm the product is defected or damaged and approve your request, we will send our notification email on you issue along with Return label. The Return label contains all necessary information of receiver, address and phone number of our warehouse so that you can send it back to us.
Step 3: Customer downloads and prints out the Return label, attaches it with product in original package and sends it back. The return product must be unused and in original package.
Step 4: Once we confirm that the product is sent back, we will initiate the replacement or refund as your request. The replacement lead time will be as same as new order. The refund lead time is as our Refund policy.
If we deliver the wrong order to a customer, the customer also follows the above process to make request of replacement or refund.
Customer does not receive the ordered product
In case the customer does not receive the order as showed on tracking order page or after estimated time of delivery, please contact us via email at support@rugstyl.com to inform us the status of not receiving the goods.
In 1-2 days from receiving your email, we shall confirm the status of your order and have our feedback to you on the reason why the order has not been delivered.
If customer provided incorrect delivery information causes the carrier not to be able to complete the delivery or wrongly deliver products, we shall not be responsible or make any refund.
If the delay is due to the shipping unit delivering the goods beyond the specified time, we contact customer via email and explain the reason for the delay in delivery. We shall continuously proceed the shipping or refund full amount of that purchase under customer agreement.
In the event that a customer reports non-receipt of the product, but the shipping company verifies through the “Tracking Number” that the order has been delivered, the customer is kindly requested to contact the shipping company to obtain evidence. Please send the evidence back to us so that we can proceed with the refund for the customer.
Customers are not satisfied with the design and size
If customer is not satisfied with the product model, size, or color upon the arrival of goods, please contact us via email at support@rugstyl.com within 30 days from receiving products. Please describe in detail the problem that you are not satisfied with. Our store will receive and evaluate your request as same as case of defective or damaged product.
In case the order is accepted for return, we will send a confirmation email attached with Return label in which contains the information of the warehouse address and other necessary information for shipping package back. .
NOTE: To avoid dissatisfaction with the model, size, color, thickness or other product specifications, please read the product description carefully before placing an order.
Cancel order
In case you cancel the placed order, please send us the order cancellation request to our email. There is no return for this case and the refund amount is as below:
- The cancellation request within 6 hours from successful payment: refund 100% paid amount.
- The cancellation request that is later than 6 hours but not later than 12 hours from successful payment: refund 50% paid amount
- The cancellation request that is later than 12 hours from successful payment: no refund is available. You can seeking for our support by sending us an email.
Regarding return shipping fee
In case we approve the return of product, we happily bear all the cost for returning product.
If you have a problem not related to the product: Our store is not responsible for any issue not related to the product. No return is accepted for this case.
Refund Conditions
In case you believe that your product is defective due to manufacturing progress or you found that the product is damaged caused by carrier failure, please send us the refund request to our email with following conditions:
- Refund request should be sent within 30 days from the date of receiving product.
- The product is new and unused.
- Attachment in your request email should include proof of the defective or damaged product such as picture or video
- All requests and confirmations of return and refund are sent to our email at support@rugstyl.com.
Our production department may take up to 5 business days to evaluating and confirming the defective or damaged product. Once we approve your refund request, the amount of refund is 100% of your paid products, except flat shipping fee of $6.99. Please read our Return Policy for more details.
In case you cancel the placed order, please send us the order cancellation request to our email. The refund amount is as below:
- The cancellation request within 6 hours from successful payment: refund 100% paid amount.
- The cancellation request that is later than 6 hours but not later than 12 hours from successful payment: refund 50% paid amount
- The cancellation request that is later than 12 hours from successful payment: no refund is available. You can seeking for our support by sending us an email.
To avoid any miserable conflict, please read our Product descriptions such as materials, design, sizes, prices and other information carefully before making purchase. We do offer a wide range of sizes and different prices for each size.
Regarding return shipping fee
- Due to product issues (printing errors, shipping errors, poor quality items): Our store cover 100% shipping fee of return and replacement up on customer’s agreement.
- If you have a problem not related to the product: Our store is not responsible for any issue not related to the product. No return is accepted for this case.
Please also read our Return Policy for more information.
Product changes
We offer an replacement for defective or damaged products due to our manufacturing and delivery process only.
If you still want us to deliver your desired product, we will make an replacement and ship it to you instead of refund. Please let us know on your email to confirm whether you want a replacement or refund your money back.
The lead time of replacement is as same as new order. However, we promise to do our best so that you can have it soon.
The lead time of the refund is as following term.
Refund process
Your refund will go through the process with schedule as below:
- Step 1: You send us an email to request a refund. In case your request is due to defective or damaged product, our production department will take up to 5 business day to confirm. We will send a confirmation email whether we approve your refund request.
- Step 2: Once we approve your refund request by email, the refund process will take up to 15 business days. The refund amount will be refunded back to the account that made payments.
- Step 3: The amount may take another 1-3 business days to appear in your account depend on your bank’s policy.
Refund amount
We will refund to your account that you used when making payment.
Should you need for confirmation or any support, please feel free to email us at support@rugstyl.com
Contact Rugstyl:
- Address: 17224 S. Figueroa Street, Gardena, California (CA) 90248.
- Phone: +1(315)997-0795
- Email: support@rugstyl.com
- Hours: Mon – Fri: 9 am – 5pm