RETURNS
We want you to feel good about what lands in your room. Because every Rec Room Rugs rug is made to order, returns work a little differently than they do for off-the-shelf products. Review our return policy below for information about eligibility, timeframes, damaged or incorrect orders and what to do if something isn’t right when your rug arrives.
RETURNS FAQ
MADE FOR YOU MEANS MADE FOR YOU
Every Rec Room Rugs rug is made to order specifically for the customer who orders it. Because we don’t keep finished rugs in inventory, we cannot accept returns or exchanges because of a change of mind, an incorrect size selection or because the rug doesn’t suit the room as expected.
Please review the rug’s design, color, exact finished measurements and your delivery information carefully before placing your order.
OUR 30-DAY DAMAGE & ACCURACY GUARANTEE
If your rug arrives damaged, defective or different from what you ordered, please contact us within 30 days of delivery. We’ll review the issue and work with you to make it right.
Depending on the circumstances, an approved claim may be resolved through a replacement, refund or another appropriate solution.
HOW TO REPORT A PROBLEM
Contact us with your order number and a description of the issue. To help us review and resolve your claim, please include:
- A photograph showing the entire rug
- Clear close-up photographs of the damage or defect
- A photograph of the shipping label
- Photographs of the packaging if it arrived damaged
- Photographs of the rug’s product labels
Please keep the rug, its labels and its original packaging until your claim has been resolved. Photo documentation is required before we can process a replacement, return or refund.
DAMAGED DURING DELIVERY
If the rug or its packaging appears damaged when it arrives, photograph the packaging before opening it whenever possible. Then inspect the rug and contact us with photographs of both the packaging and the affected area.
Do not discard damaged packaging until we confirm that it is no longer needed for the carrier claim.
BEFORE RETURNING A RUG
Please do not send a rug back without contacting us and receiving return authorization. Unauthorized returns may not be accepted or eligible for reimbursement.
When a return is authorized because the rug is damaged, defective or incorrect, Rec Room Rugs will provide return instructions and cover the approved return shipping expense.
CHANGES AND CANCELLATIONS
Orders enter production shortly after they are placed. If you need to correct or cancel an order, contact us as quickly as possible.
We’ll make every effort to help, but changes and cancellations cannot be guaranteed once production has begun. After a rug enters production, it is considered made to order and cannot be canceled or changed.
WHAT ISN’T COVERED?
Our damage and accuracy guarantee does not cover:
- Choosing the wrong size, color or design
- A change of mind or a rug that doesn’t suit the room as expected
- Normal differences between colors shown on a screen and colors viewed in person
- Damage caused after delivery by improper use, cleaning, storage or installation
- Normal wear resulting from use
- Damage caused by pets, furniture, sharp objects, moisture exposure or use outside the rug’s intended environment
- Rugs altered, cut, repaired or modified after delivery
- Issues reported more than 30 days after delivery
Problems related to longer-term manufacturing performance may be covered separately under our product warranty. Please contact us if you have questions.
REFUNDS
When a refund is approved, it will be issued to the original payment method. Please allow additional time for your bank or payment provider to post the credit to your account.
Original or return shipping expenses are not refundable unless the return was authorized because the rug arrived damaged, defective or incorrect.