Returns & Exchange Policy
We want you to LOVE your rug. If something isn’t quite right, we offer easy returns, exchanges, and store credit — with clear policies for online and in-store purchases.
🛒 **ONLINE ORDERS — 30-Day Returns, Exchanges & Refunds**
If you purchased your rug through TheRugLady.com, you have:
✔ **30 days from the delivery date** to return or exchange your rug.
We offer:
- Refunds
- Exchanges
- Store credit (never expires)
**Online Order Condition Requirements**
Your rug must be:
- Unused
- In original condition
- Free of stains, dirt, spills, pet odors, visible wear, or any damage (tears, cuts, fraying, etc.)
- Rolled and packaged for pickup or return
Rugs showing visible signs of wear, use, installation, or damage cannot be accepted.
🚚 **Return Shipping for Online Orders**
Return shipping costs vary by rug size and carrier.
Customers may drop off returns at our showroom or ship back using their carrier of choice.
**Return Address:**
The Rug Lady
1300 Wigwam Parkway, Door #M8
Henderson, NV 89074
Phone: (702) 964-7847
🛑 **Damaged or Defective Items (48-Hour Requirement)**
If your rug arrives damaged or defective, email info@theruglady.com with photos within 48 hours of delivery.
We will arrange a replacement or full refund at no extra cost.
🏬 **IN-STORE PURCHASES — 14-Day Exchange Only**
If you purchased your rug in our Las Vegas showroom, you have:
✔ **14 days for an exchange.**
We offer:
- Exchange for any other rug
- Store credit (never expires)
**Important for In-Store Purchases:**
- ❌ No refunds on in-store sales
- Rug must be unused, clean, and undamaged — same requirements as online returns
🚫 **Non-Returnable Items**
- Rugs showing visible signs of use
- Rugs that have been cut, altered, trimmed, or modified
- Rugs with stains, dirt, spills, pet odors, visible wear, or any damage (tears, cuts, fraying, etc.)
- Final-Sale / Clearance / Damaged rugs
📦 **Packaging Tip**
If you think you might return or exchange your rug, avoid fully unrolling it and keep all original packaging.
This makes return shipping easier and ensures the rug stays in original condition.
🔒 Warranty Information
The Rug Lady does not offer warranties on rugs, other than coverage for items that arrive damaged, defective, or incorrect.
If your rug arrives damaged or incorrect, please email photos to info@theruglady.com within 48 hours of delivery or pickup and we will replace it or issue a refund.
📧 **Contact Us Anytime**
Email: info@theruglady.com
Phone: (702) 964-7847
We’re here to help.