Policies & FAQ's

Luxury-Rug-Haven

At Luxury Rug Haven, our primary objective is to provide an exceptional assortment of premium rugs at the most competitive prices in the United States, all while upholding an unwavering commitment to top-tier Customer Service. All products showcased on our platform are dispatched from domestic warehouses across the country and typically reach any US destination within a week via reliable carriers such as FedEx or UPS. In our ongoing pursuit of delivering unparalleled service to our esteemed clientele, we have meticulously formulated the ensuing store guidelines. By making a purchase from Luxury Rug Haven, you acknowledge and agree to adhere to these outlined policies...

COMPLIMENTARY SHIPPING

The majority of our items benefit from free shipping within the contiguous 48 states, facilitated through trusted carriers such as FedEx and UPS. We currently do not ship to Alaska and Hawaii, Shipments are guaranteed to reach your doorstep in pristine condition.

RETURNS WITHIN 30 DAYS

Most of our merchandise qualifies for a 30-day window for returns, affording you a full reimbursement of the purchase price when the item is returned in a pristine, unused condition, as indicated on each product's respective page. Custom-made items are generally exempt from our return policy. The expense of return shipping falls upon the customer. Should you opt for a return, you will be asked to take your item to the shipping carrier of your choice, where you will be responsible for return shipping costs. Please note that given the current freight environment, particularly for oversized items, return shipping rates can fluctuate and are influenced by a number of factors including item length, transit distance, fuel surcharges, etc.

The item must be in its original condition and packaging to be accepted.

It is imperative to note that returning an order by means of 'refusal to accept it' will incur a return shipping fee that will be deducted from your refund. Moreover, declined packages may potentially be subject to a restocking fee of 20%, except in cases of damage. Orders marred during transit will be promptly replaced at zero cost to the patron.

1-YEAR WARRANTY

All our rug offerings are accompanied by a 12-month Manufacturer's Warranty against any lapses in workmanship, a feature outlined on each product's dedicated page. Our outdoor rugs are accompanied by a 6-month warranty. Furthermore, we stand solidly behind each shipment to safeguard against damages incurred during transit to your abode. We request that you promptly notify us within 7 days of delivery in the event of shipping damage, bolstered by photographic evidence of the impaired packaging and product.

SALES TAXES

We are legally mandated to collect sales tax on the majority of orders destined for delivery within the 50 states of the United States. We extend an invitation to those who possess Resellers Certificates for tax-exempt acquisitions to share the requisite documentation with us.

CANCELLATIONS

We deeply respect your prerogative to alter your decision. Every request for order cancellation receives our utmost attention. Once our warehouse has verified the feasibility of the cancellation, we promptly initiate a refund. However, it's essential to acknowledge that in certain scenarios, an order might be too advanced in the shipping progression to be canceled. Should such an eventuality arise, we will collaborate with you and provide comprehensive instructions for the item's return, thereby enabling a refund. Please be apprised that the cost of return shipping for canceled or refused items will be subtracted from the refund, consistent with our prevailing return policy.

 

PRIVACY AND SECURITY PRACTICES

Your privacy and security stand as paramount concerns for us. Our website is fortified with robust, bank-level encryption protocols that ensure the comprehensive safeguarding of all transmitted information. Be confident that your personal details collected during the ordering process or account registration are zealously protected and never traded with external entities. Our promotional emails are disseminated exclusively upon your request, and the option to unsubscribe is at your disposal at all times.

FREQUENTLY ASKED QUESTIONS

How do I package my rug for return shipping?

  1. Begin by tightly rolling the rug from one end to the other, creating a compact and neat roll. Secure the roll with twine, avoiding the use of tape on the product itself.

  2. Inside the rolled rug, include a copy of your return authorization number (RMA), ensuring that your name and address are visible.

  3. If the original packaging material is in good condition, place the rolled rug into it. Make sure to mark over any existing shipping labels. In the event that the packaging material is damaged or weak, use a heavy, disposable painter's drop-cloth. Wrap the rug in multiple layers, ensuring complete coverage so that no part of the rug is exposed. 

  4. Secure the package by applying clear packaging tape all around its exterior. It's important that the wrapped package is neither loose nor baggy, and that every part of the rug is shielded. Make certain that the ends are firmly secured as well.

  5. Attach a return label to the package using clear packaging tape. Ensure that the return label includes the RMA number. Apply ample tape to prevent the label from detaching during transit.

How do I cancel an order?

Your decision to alter your choice is respected. We accord the highest priority to each request for order cancellation. Following confirmation from our warehouse, we expedite the reimbursement process. Notwithstanding, there might be instances where an order is too far along in the shipping trajectory to be revoked. Should such a situation arise, rest assured that we will provide all requisite instructions to facilitate the item's return for a refund. The return shipping fees for canceled or refused items will be subtracted from the refund, aligned with our established return protocol. Simply furnish us with your order number to initiate the cancellation procedure.

What should I do if my item arrives in a damaged or defective condition?

In the event that your item is received in a damaged state or shows signs of a defect, it is essential to get in touch with our customer service team within 14 days from the date of delivery.

Please take into consideration the following notes regarding our products:

  • Size Variation: Certain rugs might exhibit a size difference of up to 3 inches, either larger or smaller, in comparison to the dimensions stated. This falls within the range of normal characteristics and is not indicative of a manufacturing flaw. Variability in size is particularly due to the rug washing process, which can lead to unpredictable shrinkage.
  • Shedding: Hand-made rugs, including those containing wool, typically experience a degree of shedding. This occurrence is considered normal and is not attributed to any defect in the manufacturing process. While shedding can be initially frustrating, it's important to note that the shedding will decrease over time and eventually cease. Consistent and frequent vacuuming will aid in managing shedding.

To facilitate a thorough assessment of your claim, kindly provide the following details:

  1. Your order number.
  2. A brief description outlining the issue.
  3. We require photographs to better understand the problem. These images should depict any concerns with the rug, encompassing images of the packaging and the label on the back of the rug. Both close-up and wider shots are valuable for evaluation.
  4. Inform us whether you would prefer a replacement of the same item or if you would like a refund without receiving a replacement. It's important to note that in either case, an approved refund will be issued. If a replacement is chosen, a separate transaction will be processed for the replacement order upon shipment.

Once we have received the aforementioned information and accompanying photographs, we will promptly review your case and respond to you. During this waiting period, we recommend preparing the item(s) for return shipment. Rugs must be adequately wrapped in plastic to ensure appropriate packaging for shipping.

Are the online images an accurate representation of the product and its colors?

We strive to provide digital images that closely match the actual product's color. However, due to variations in computer monitor settings, we cannot guarantee exact color fidelity between the physical product and your screen. Please note that patterns and colors might differ depending on the size of the item. You have a 30-day trial period for this product, but kindly note that return shipping charges will be your responsibility. 

What should I know about product dimensions?

Some handcrafted rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but a common characteristic of the way handmade rugs are individually woven.

Is shedding a defect?

All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.

Do I need a rug pad?

We recommend a rug pad under every rug on a hard surface to protect the floor finish, prolong the life of the rug, enhance the quality of the rug, and to protect against slippage and potential falls.