• Timeframe: You may return your rug within 14 days of receiving your order.
• Condition: The rug must be returned in its original, unused condition, free from any stains, damage, pet hair, odors, or alterations. It must also be returned with all original packaging and any accompanying documentation.
• Proof of Purchase: You must provide your original order confirmation or invoice as proof of purchase.

• Custom Orders: Rugs that have been custom-made to your specific size, color, or design are non-returnable.
• Items Marked as "Final Sale": Any items explicitly marked as "Final Sale" are not eligible for return.

1. Contact Us: Within the return timeframe, please contact our customer support team via email at craftsrusticroots@gmail.com to inform us of your intention to return the rug. Please provide your order number and the reason for the return.
2. Return Authorization: Our team will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed return instructions, including the return shipping address.
3. Packaging: Carefully repack the rug in its original packaging or equally secure packaging to prevent damage during transit. We recommend ensuring the return shipment for the value of the rug.
4. Shipping: You are responsible for arranging and paying for the return shipping costs, unless the return is due to a defect in the rug or an error on our part (e.g., we shipped the wrong rug).
5. Include RA Number: Clearly write the provided Return Authorization (RA) number on the outside of the return package.

• Once we receive the returned rug and inspect it to ensure it meets our return eligibility criteria, we will process your refund within 5-7 business days.
• The refund will be issued to the original payment method used for the purchase.
• Please note that the original shipping charges are non-refundable unless the return is due to a defect in the rug or an error on our part.

We currently do not offer direct exchanges. If you wish to exchange a rug, please follow the return process for the original rug and place a new order for the desired rug.

If your order arrives damaged or if you receive the wrong item, please contact us immediately (within 48 hours of receiving your order) with photos of the damage or the incorrect item and the packaging. We will work with you to resolve the issue promptly, which may include arranging for a return and sending a replacement or issuing a full refund, including shipping costs.

• We reserve the right to refuse a return if the rug does not meet our return eligibility criteria.
• Please handle the rug with care upon arrival and during the return shipping process. Any damage incurred during return shipping due to inadequate packaging may affect your refund.