Returns & Exchanges

Try your rug at home. Eligible purchases from rugviora.com may be returned within our 30-day return window, including rugs with light signs of normal use.

30-day return window

Contact info@rugviora.com within 30 calendar days of delivery to start a return. Include your order number and reason for returning the item. Obtain authorization and the correct return address before shipping anything back.

What condition is acceptable?

Light everyday use and minor pet hair are acceptable. For machine-washable styles, signs of washing in accordance with the product's care instructions are also acceptable.

• Integrated Rug: wash the one-piece rug only as directed.
• Flatwoven and Plush Rug + Pad Systems: wash only the removable cover as directed; follow the pad's separate care instructions.
• Vacuumable Rug: vacuum-clean only. Do not machine wash, hand wash or soak.

Heavy wear or damage beyond normal use may make a return ineligible or reduce the refund after inspection. Damage caused by care that does not follow the product instructions is not considered normal use. We will explain any condition-related adjustment.

Pack your return in its original packaging or similarly protective packaging. Return both the cover and pad together when returning a two-piece system.

Return processing fees

For eligible change-of-mind returns, the following processing fee is deducted from the refund for each returned rug or complete rug system:

If your size is not listed, contact us to confirm the applicable fee before returning it.

Who pays return shipping?

For a change of mind or an incorrectly selected item, the customer pays return shipping in addition to the processing fee above. We recommend using a tracked service and keeping your shipping receipt.

If we sent an incorrect item, or the item arrived damaged or defective, contact us with photos before returning it. Rugviora will provide a prepaid return label for an approved claim. An approved damaged, defective or incorrect-item claim will not be charged a return processing fee.

How refunds work

1. Email us to request return authorization and instructions.
2. Pack and send the authorized return to the address provided.
3. We inspect the item within 2–3 business days of receiving it.
4. Once approved, we process your refund to the original payment method. Allow a further 5–10 business days for your bank or card issuer to post the funds.

We will confirm the refund amount and explain any applicable deductions.

Exchanges

To request an exchange within 30 calendar days of delivery, contact info@rugviora.com with your order number and the item you would like to exchange before sending anything back.

• Each item is eligible for one exchange only.
• Items with damage beyond normal wear and tear may not qualify for an exchange.
• For a two-piece rug system, both the rug cover and rug pad must be sent back together.

Exchange shipping and price differences

For an approved exchange within the contiguous United States, Rugviora covers standard shipping for both the item sent back and the replacement sent to you. We will provide a prepaid shipping label. No exchange processing fee applies. Contact us to confirm any charges for other eligible destinations before proceeding.

If the replacement costs more, you pay the price difference. If it costs less, we refund the difference. Our team will confirm the amount before processing the exchange.

After your exchange

Once an exchange has been completed, the replacement item is not eligible for a further change-of-mind return or exchange. If the replacement has a defect, arrives damaged, is incorrect, or has another issue attributable to Rugviora, please contact us with your order number and photographs. We will review the issue and arrange an appropriate replacement or refund for an approved claim, including any necessary shipping at our expense. This restriction does not affect your rights under applicable law.

Damaged, defective or incorrect items

Please contact us as soon as possible, preferably within 7 days of delivery, with your order number, a description of the issue and photographs of the item and packaging. For an approved claim, you may choose a replacement or a refund. This reporting request does not limit any rights you may have under applicable law.

Cancellations

Email us promptly if you need to cancel or change an order. Cancellation is possible only before shipment. Once shipped, the order must follow the applicable return process.

Other conditions

Purchases from another retailer must be returned through that retailer. Items outside the return window or returned without prior authorization may not qualify under this voluntary policy. The policy in effect when you place your order applies to that order. Your statutory rights are not affected.

Questions? Email info@rugviora.com.