Return Policy
At Rug Icon, we want you to feel confident and satisfied with your purchase. Please review our return policy below before placing your order.
7-Day Return Window
Eligible rugs may be returned within 7 days of delivery.
To request a return, please contact us within 7 days of receiving your order. Returns requested after 7 days may not be accepted.
Return Eligibility
Returned rugs must be:
Unused
Undamaged
Clean and free of stains, odors, pet hair, or wear
Returned in original packaging or properly repackaged for safe return
In the same condition as received
Rugs that have been used, installed, altered, damaged, washed, cleaned, or exposed to smoke, pets, moisture, or heavy wear are not eligible for return.
Return Shipping
Customers are responsible for return shipping costs unless the item received was incorrect or arrived damaged.
For your protection, we recommend using a trackable and insured shipping service. Rug Icon is not responsible for items lost or damaged during return shipping.
Refunds
Once the returned rug is received and inspected, we will notify you of the approval status of your refund.
Approved refunds will be issued to the original payment method. Please allow time for your bank or payment provider to process the refund.
Original shipping, delivery, handling, and processing charges may be deducted from the refund when applicable.
Restocking Fee
A 10% restocking fee will apply to approved returned rugs. This fee helps cover handling, inspection, repackaging, processing, and inventory restocking costs.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with photos of the rug, packaging, and shipping label. We will review the issue and assist you with the next steps.
Final Sale and Non-Returnable Items
The following items are not returnable:
Custom rugs
Made-to-order rugs
Special orders
Clearance or final sale items
Rugs that have been altered, cut, washed, cleaned, or installed
Rugs returned after the 7-day return window
Exchanges
Exchanges may be available depending on inventory. If you would like a different size, color, or style, please contact us and we will do our best to assist.
How to Start a Return
To request a return, please contact Rug Icon before shipping the item back.
Email: returns@rugicon.com
Website: rugicon.com
Please include your order number, name, item purchased, reason for return, and photos if applicable.
Returns sent without prior approval may not be accepted.
Damaged Packaging or Delivery Issues
Please inspect your package carefully at the time of delivery. If the packaging appears damaged, torn, wet, crushed, opened, or otherwise compromised, we strongly encourage you not to accept the delivery.
If you choose to accept a package with visible damage, please make sure the delivery person marks the shipment as “damaged packaging delivered” in their delivery record before leaving.
For your protection, please also do the following:
Take clear photos and/or video of the damaged packaging before opening it.
Photograph all sides of the package, shipping label, and any visible damage.
Ask the delivery person for their name, last name, ID number, or delivery reference if available.
Record the date and time of delivery.
Keep all original packaging materials until the issue is fully resolved.
If the rug or item inside is damaged, please contact Rug Icon within 48 hours of delivery and provide photos, videos, the order number, and delivery details. This helps us properly review the issue and work with the carrier when applicable.
Rug Icon may not be able to accept responsibility for delivery damage if the package was accepted without damage being noted with the carrier and without proper photos or documentation.