Cancellations & Refunds Policy
At The Rug Reserve, we take pride in offering one of the best return policies in the industry. You can cancel your order anytime before it ships at no charge (exceptions apply for custom orders, as detailed below).
For any questions, contact us at support@therugreserve.com or call (424) 999-7648.
Order Cancellations (Before Shipping)
To cancel an order, please reach out to us promptly so we can process a full refund before your order leaves the warehouse. Contact us during business hours via (424) 999-7648, the chat feature on our website, or email us at support@therugreserve.com anytime.
Custom Order Cancellations
Custom or made-to-order products cannot be canceled or refunded. These items are crafted specifically to your specifications and begin production upon order placement.
Custom orders come with a warranty ensuring a fully functional product. If you're unsure whether your order is custom or made-to-order, please contact us for clarification.
Note: All sales for custom and made-to-order products are final.
Refunds & Returns
You may exchange products; however, customers are responsible for shipping costs for all returns and exchanges.
Not all orders are eligible for return after shipping. Since we source products directly from manufacturers, returns depend on their policies. Contact us for brand-specific details regarding your product.
For outright returns, a 20% restocking fee plus return shipping costs apply due to increased LTL/freight shipping costs. If replacing the product, we may assist with some costs based on the item.
Return Guidelines:
- Returns must be initiated within 30 days of receipt.
- Products must be returned unopened and unused. Additional restocking fees may apply.
- Brand-specific return policies on product pages override our general policy.
Shipping Times
We aim to deliver orders as quickly as possible. Shipping times provided on product pages are estimates based on supplier and freight carrier information, and they may change without notice due to supply chain issues.
Delays caused by manufacturing, shipping, or other factors beyond our control are unavoidable. We appreciate your patience and understanding.
Purchase Agreement Acknowledgment
By making a purchase with The Rug Reserve, you agree to the following:
- Inspect the package upon delivery and report any damage with photos within 24 hours.
- You are responsible for return shipping costs and fees for a new product in case of refunds or exchanges.
- Products must be returned unopened and unused; restocking fees may apply.
- Full refunds are not available for orders that have left the warehouse.
- Return shipping fees and restocking fees (typically around 20%) are your responsibility for returned orders.
- Shipping estimates are subject to change due to factors outside of The Rug Reserve’s control.
- You will not cancel or file a chargeback due to delays beyond our control.
Damages
Inspect your items upon delivery. If damaged, note it during delivery and provide photos of the damage, box, and SKU to support@therugreserve.com within 24 hours to initiate an insurance claim. Claims submitted after 24 hours cannot be processed.
Warranties
Warranties vary by manufacturer. See product pages for details. Damage reported beyond 30 days after receipt does not qualify as a warranty issue.
Returns Policy
Customers are responsible for all return shipping charges unless otherwise stated on the product page. Most products are covered by warranties guaranteeing fully functional items without additional costs—refer to product pages for specifics.
BOGO Promotions
For BOGO promotions, both items must be returned for a full refund. Returning one item will result in either a replacement or store credit for its standalone value. If your order has shipped, you are responsible for return shipping fees and, potentially, a restocking fee.
Refunds will only be issued to the original payment method.
Chargebacks
Our team is committed to resolving any issues promptly and fairly. Filing fraudulent chargebacks is illegal and will result in criminal liability. If you have a problem with a product or order, please contact us to resolve the matter directly.
Contact Us:
DynaFlare Ventures LLC (doing business as The Rug Reserve)
Email: support@therugreserve.com
Address: 444 Alaska Avenue Suite #CAD277, Torrance, CA 90503
Phone: (424) 999-7648
By using this site, you agree to these terms. If you do not agree, please refrain from using the site.