Refund / Cancellation

At Calrug, we take pride in the quality of every rug we sell. We want you to love your purchase. If for any reason you are not completely satisfied, please review the policy below. We strive to make the process as simple and fair as possible.

1. Returns — 30-Day Window

We offer a 30-day return window from the date of delivery. To be eligible for a return, your item must meet the following conditions:

• The rug must be in its original, unused condition — clean, unaltered, and free of pet hair, odors, stains, or damage caused after delivery
• The rug must be returned in its original packaging or equivalent protective packaging
• You must initiate the return request within 30 calendar days of the delivery date

Items that do not meet these conditions may not be accepted for return, or may be subject to a restocking fee at our discretion.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Items marked 'Final Sale' at the time of purchase
• Custom or specially ordered rugs made to specific dimensions or specifications
• Items that have been used, washed, cut, or altered in any way
• Items damaged due to improper use, storage, or care after delivery

3. How to Initiate a Return

To start a return, please follow these steps:

• Step 1 — Contact us at sales@calrug.com within 30 days of delivery. Include your order number, the item(s) you wish to return, and the reason for return.
• Step 2 — We will review your request and respond within 2 business days with instructions and, if applicable, a return shipping label.
• Step 3 — Securely package the item and ship it back using the provided label or your preferred carrier. We recommend using a trackable shipping method.
• Step 4 — Once we receive and inspect the returned item, we will process your refund within 5–7 business days.

4. Return Shipping Costs

If the return is due to a defect, damage during shipping, or an error on our part, Calrug will cover the cost of return shipping.

If you are returning an item for any other reason (such as a change of mind or incorrect size selection), return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.

5. Refunds

Once your returned item is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method. Please allow:

• 5–7 business days for us to process the refund after receiving the return
• An additional 3–10 business days for your bank or credit card company to post the credit to your account

We are unable to issue refunds to a different payment method than the one used for the original purchase.

6. Exchanges

We are happy to facilitate exchanges for a different size, color, or style, subject to availability. To request an exchange, please contact us at sales@calrug.com within 30 days of delivery with your order number and the details of the item you'd like instead. Exchanges follow the same eligibility conditions as returns.

7. Damaged or Defective Items

If your rug arrives damaged or defective, please inspect your order upon delivery and contact us at sales@calrug.com within 48 hours. Include your order number and clear photographs of the damage or defect. We will arrange a replacement or full refund at no cost to you.

We are not responsible for damage caused by the customer after delivery, improper installation, or failure to follow care instructions.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at sales@calrug.com.

• Orders cancelled before shipment: You will receive a full refund to your original payment method.
• Orders cancelled after shipment: We are unable to cancel orders once they have been dispatched. In this case, you may return the item upon delivery in accordance with our 30-day return policy.

Custom or specially ordered items may not be eligible for cancellation once production has begun. We will notify you of the status when you contact us.

9. Questions or Concerns

Our goal is your complete satisfaction. If you have any questions about this policy or need assistance with a return, exchange, or cancellation, please don't hesitate to reach out:

Email: sales@calrug.com

We are available Monday through Friday, 9:00 AM – 6:00 PM PST, and aim to respond to all inquiries within 1–2 business days.