Refund policy

Return Window

We offer a 14-day return policy on standard rugs: you have 14 days after delivery to request a return.

Standard Rugs

To be eligible for a return, your rug must be:

Unused

In its original condition

In its original packaging

Accompanied by a receipt or proof of purchase

Return shipping costs are the customer's responsibility. Items returned without prior approval will not be accepted.

Custom Rugs

Custom rugs are made specifically for you. Once production has begun, they are not eligible for return, exchange, or cancellation. Please review your design proof carefully before confirming your order.

Damaged or Incorrect Orders

Please inspect your rug as soon as it arrives. If it's damaged, defective, or not what you ordered, contact us within 3 days of delivery at info@torugrugto.com with clear photos of the issue. Depending on the situation, we'll arrange a replacement or a refund.

How to Start a Return

Email info@torugrugto.com to request a return or report an issue. If your return is approved, we'll send you return instructions.

Exchanges

We don't offer direct exchanges. If you'd like a different item, return your original order (if eligible) and place a new one once your return is approved.

Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval and you still haven't received it, contact us at info@torugrugto.com.