Refund & Return Policy
Return & Refund Policy
We want you to feel confident about your purchase. Eligible standard-size rugs may be returned within 30 days of delivery, subject to the conditions below.
Order Cancellation
Standard-size orders may be canceled for a full refund if the order has not yet shipped.
Custom-size orders may be canceled only before production begins. Once a custom-size rug has entered production, it can no longer be canceled.
Once an order has shipped, it can no longer be canceled. After delivery, eligible standard-size rugs may be returned under this Return Policy.
Return Eligibility
To be eligible for a return:
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The return request must be submitted within 30 days of delivery.
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The rug may be unrolled indoors for inspection, but it must remain in new, clean, and resalable condition.
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The rug must be free of stains, odors, pet hair, washing, alterations, damage, or signs of household use.
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The original packaging should be used whenever possible. If it is no longer usable, equivalent protective packaging may be used.
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The rug must be tightly rolled and securely wrapped for return shipping. Please do not fold the rug.
Please contact us before shipping your return. Returns sent without prior authorization may be delayed or may not qualify for a refund.
After your return is approved, we will provide the appropriate return instructions and a U.S.-based return address.
Change-of-Mind Returns
For returns due to a change of mind, ordering the wrong size, or deciding that the color or style is not suitable, the customer is responsible for return shipping.
When available, we may provide a prepaid U.S. return label at a discounted carrier rate. The actual cost of the return label will be deducted from the refund.
No separate restocking fee is charged for eligible returns.
Refund Process
Once the returned rug is received, we will inspect it and issue an approved refund to the original payment method within 3–5 business days.
Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.
If a return arrives damaged because it was folded, inadequately wrapped, or improperly packaged, the refund may be reduced or declined based on the condition of the item.
Damaged, Defective, or Incorrect Items
Please inspect your rug after delivery.
If your rug arrives damaged, defective, or different from the item you ordered, please contact us as soon as possible, preferably within 48 hours of delivery. Include your order number and clear photos showing:
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The full rug
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The affected area
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The exterior packaging
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The shipping label
After reviewing the issue, we may arrange a replacement, partial refund, or full refund, depending on the circumstances.
If the item is confirmed to be damaged, defective, or incorrect due to our error, we will cover the full return shipping cost.
Custom-Size Rugs
Custom-size rugs, including any rug specially produced to measurements requested by the customer, are not eligible for change-of-mind returns, exchanges, or cancellations after production has begun.
However, if a custom-size rug arrives damaged, defective, or different from the confirmed order due to our error, we will arrange an appropriate replacement or refund.
Final Sale Items
Items clearly marked “Final Sale” on the product page before purchase are not eligible for change-of-mind returns or exchanges.
This exclusion does not apply if the item arrives damaged, defective, or incorrect.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, color, or style, you may return an eligible standard-size rug and place a new order.
Return Address
Please do not send a return without receiving prior authorization and return instructions from us.
Authorized returns may be directed to:
LOGIMAX (QHKS)
1650 Horizon Pkwy, Suite 400
Buford, GA 30518
United States
The return location may be confirmed or updated when your return request is approved.
Contact Us
To request a return or ask a question about your order, please contact:
Please include your order number so we can assist you more quickly.
Thank you for choosing Tervannor Rugs.
