Return & Refund Policy

 

Return Policy

At Rugglow, we prioritize customer satisfaction and understand the challenges of online shopping. To ensure a smooth returns process, please adhere to the following guidelines:

  • Return requests must be submitted via email to hello.rugglow@gmail.com with your order number, name, address, and details of the product (including clear images). You will receive written confirmation within 48 business hours regarding the status of your return request. Please note that we do not accept returns based on a change of mind.
  • For a return to be accepted:
  • Items must be returned at the buyer's expense and in a resalable condition, free from any damage. All returned items must remain  unpackaged or used.
  • We inspect all items before shipping to ensure they are in excellent condition. If goods are damaged during transit, we will provide replacements, not refunds.
  • If you discover any missing, incorrect, or damaged parts upon opening your package, please contact us via email. If the part is in stock, we will arrange delivery within 3 business days. If it is unavailable, we will reprocess the order, with delivery expected within 30-45 business days.
  • If the received item differs from your order, please keep all items in their original packaging and notify us. We will facilitate an exchange. Please note that we reserve the right to refuse exchanges or refunds for items that have been unpackaged or used.
  • If you are unsatisfied with the products received within 3 days, please send us an email with photos of the items. After approval from Rugglow, a 10% administrative fee and shipping costs will be deducted from your refund.
  • For returns that require collection, we can arrange a courier service, but a collection fee will apply. The exact fee will vary based on the circumstances.
  • Items must be returned in their original packaging. If the packaging is missing or damaged, a 20% repacking fee may be deducted from your refund. Additionally, items must be returned in their original condition; otherwise, a 50% administrative fee may apply.
  • We reserve the right to reject any returns that do not meet the above requirements or are due to a change of mind. We recommend reviewing your order carefully before proceeding to checkout.

 

Defective Products

If you discover any defects, damages, or discrepancies upon opening your package, please retain all items in their original packaging. Rugglow will not process complaints for products that have been used or modified by others.

  • Should a product arrive faulty or defective, we will repair it at no cost to you. If the product is deemed unrepairable or the damage is significant, we will replace it at no charge. If a replacement is unavailable, you will receive a full refund upon return of the product. Return freight costs for damaged or defective products will be covered by us.
  • Damaged goods must be reported to Rugglow within 24 hours of receipt. We may request proof of damage. Once notified, our customer service team will reach out to facilitate a resolution and arrange for the return of the product at a mutually convenient time.
  • Customers are responsible for any failed collection charges (if the scheduled pickup is not available).
  • For products purchased or picked up directly from our warehouse, customers must return the item to initiate claim.

    Ready-Made Designs

    We strive to offer accurate descriptions and specifications of our products. However, please understand that product descriptions are general and are not legally binding. Minor size variations (up to 5cm) are expected, as all our rugs are handmade or power-loomed. Additionally, colors may vary slightly due to screen settings and lighting conditions. By placing an order, you acknowledge and accept these variations.

    Custom Artwork and Charges

    Custom orders may incur additional charges for artwork, production resources, and special requests. The final color and dimensions of custom items may differ slightly from the specifications provided, as they are made specifically to your requirements. Custom items are non-returnable and final, as they are tailored to your specifications. External factors, such as screen settings and lighting conditions, may affect color perception.

    Order Placement

    By placing an order, you are making an offer to Rugglow to purchase the goods specified in your order. You will receive an order confirmation once we receive your order. Prices and availability of goods are subject to change without prior notice, and delivery charges may apply. Please refer to our Shipping & Returns policy for more details.

    Late or Missing Refunds

    Refunds will be processed through the original payment method. If you have not received your refund yet:

    • Check your bank account again.
    • Contact your credit card company; it may take time for the refund to be posted.
    • Reach out to your bank, as there may be processing delays.

      If you have followed these steps and still have not received your refund, please contact us at hello.rugglow@gmail.com.

      Disclaimer

      We stand by the quality of our products, and please be aware that to the extent permitted by applicable law, we do not guarantee the accuracy, completeness, reliability, or current nature of product descriptions, colors, information, or other content available on our website. All product descriptions and materials on our website are provided “as is,” and we make no guarantees regarding their accuracy, completeness, or reliability.

      Product images may vary slightly from the actual item you receive due to lighting, screen settings, or other factors.

      Our rugs may have size variations of 1-5cm in length or width. Images on our website are for illustration purposes only and may differ from the actual product.