Refund policy

We want you to be fully satisfied with your purchase. If your rug doesn’t work for your space, you may request a return within our return window under the conditions below.

1) Return Window

You have 30 days from the date of delivery to request a return.

2) Eligibility & Condition Requirements

To qualify for a return, the rug must be:

  • Undamaged, unused, and in resellable condition

  • Not a final sale or clearance item ( Flash Sale, Clearance Sale )

  • Free from stains, odors, moisture, pet hair, and alterations

  • Clean and properly re-packed according to our return packing instructions

  • Returned with any accessories originally included

*Swatch and sample pieces are final sale and are not eligible for return, exchange, or refund.

If the rug is returned in a condition that prevents resale, the refund may be reduced or denied.

3) Required Packing Method (Tri-Fold + Roll)

To ensure safe transit and avoid oversize carrier fees:

  1. Lay the rug face up (design/pile side up).

  2. Tri-fold the rug into three even sections along the width.

  3. Roll tightly from one end to create a compact cylinder.

  4. Wrap securely in thick plastic or sturdy packaging material.

  5. Remove any old shipping labels.

  6. Affix the provided prepaid return label.

Loose or oversized packing may result in additional shipping charges.
Any extra carrier fees resulting from improper packing will be deducted from the refund.

4) Required Return Shipping Dimensions

Rug Size Maximum Package Dimensions (When Returned)
5' x 8' 36" x 10" x 10"
6' x 9' 36" x 10" x 10"
8' x 10' 28" x 18" x 18"
9' x 12' 38" x 18" x 18"
10' x 14' 32" x 23" x 21"
12' x 15' 48" x 24" x 24"

If the return package exceeds these limits, additional shipping surcharges may be deducted from the refund.

5) Return Shipping Labels

Once your return request is approved:

  • We will email you a prepaid return shipping label and packing instructions.

  • All returns must use our provided label.

  • Any modified carrier arrangements or oversize shipments may result in extra fees payable by the buyer.

6) Inspection & Refund Processing

Once your rug arrives at our warehouse:

  • Allow 5–7 business days for inspection.

  • You will be notified once inspection is complete.

  • Approved refunds are issued either as store credit or returned to the original payment method, based on your return reason selection (or what is eligible for your order). Store credit is issued after inspection is completed.

  • Your bank/credit card provider may require additional time to post the refund.

No restocking fee applies unless the rug is returned improperly packed or arrives unsellable.

Return Reason Verification:
Return reasons must be accurate and supported by the photos provided and our inspection. If the selected reason cannot be confirmed, we may update the return reason and issue the refund in the eligible form (including store credit) or reduce/deny the refund if the rug is not in resellable condition.

7) Exchanges

To exchange an item:

  1. Submit a return request for the originally purchased rug.

  2. Once approved, place a new order for the desired item.

Direct exchanges may be possible depending on inventory availability.

8) Damaged, Defective, or Wrong Item Delivered

Please inspect your order at the time of delivery.
If you believe the item is damaged, defective, or incorrect, contact us within 48 hours at info@orientalrugofhouston.com with photos so we can assist promptly.

9) Undeliverable or Refused Shipments

If a shipment is returned to us due to:

  • Incorrect/incomplete address, or

  • Delivery refusal (not due to damage)

Return shipping fees may be deducted from your refund.

10) How to Submit a Return Request

  1. Go to the Order tab in the top right corner of our website and select "Return" from the dropdown menu or visit: https://orientalrugofhouston.com/apps/return_prime

  2. Type in your order number and the email address/phone number used when placing your order.

  3.  You can select the number of items that you would like to return. Note that you can return any rug within 30 days of delivery. The return button will automatically be disabled for item/s that were delivered more than 30 days before.

  4. Choose your reason for return from the dropdown menu, then write a few sentences specifying the reason for your return. You will also need to upload at least 2 clear photos of the rug with the label visible in order to proceed. This helps us process your return quickly.

  5.  Let us know if you'd prefer store credit or a refund to your original payment method. Then submit your return request. 

  6. Once submitted, our team will review your return request within 2-3 business days. 

If your return request is approved and requires shipping, you will receive a prepaid return label and instructions.
After we receive and inspect the item, your refund will be processed.

11) Need Assistance?

We’re here to help.
Email: info@orientalrugofhouston.com