Refund policy

Last updated: November 2025

At Rugoora, each rug is crafted with care, texture, and human artistry. Because every piece is handmade, small variations in texture or color are natural and part of its uniqueness. Still, we want you to love your purchase. If for any reason you’re not fully satisfied, you may request a return within 30 days of receiving your order.

30-Day Return Policy

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

To be eligible for a return, your rug must be:

  • In the same condition that you received it — unused and unwashed
  • With all original tags and packaging intact
  • Accompanied by a receipt or proof of purchase

Items returned with visible wear, stains, odors, or damage will not qualify for a refund.

How to Request a Return

Before sending any return, you must contact us first at support@rugoora.com.
Our team will verify your order and provide the correct return instructions to ensure your package is properly received and not lost during transit.

If your return request is approved, we’ll provide you with:

  • A return shipping label, and
  • Detailed instructions on how and where to send your package.

Items sent back without prior authorization will not be accepted.

📦 Return Addresses

For customers in the United States & Canada:
Rugoora United States Returns Department
1769 N Elm St
Commerce, Georgia 30529
United States

For customers in Europe & the United Kingdom:
Rugoora United Kingdom
85 Great Portland Street
London W1W 7LT
United Kingdom

For customers in Asia–Pacific & other regions:
Rugoora Indonesia Studio
Kp. Calobak RT04/RW07
Tamansari, Bogor, West Java
Indonesia, 16610

Damages and Issues

Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us immediately at support@rugoora.com so we can evaluate the issue and make it right.

Non-Returnable Items

Certain items cannot be returned, including:

  • Custom-made or personalized rugs
  • Sale or clearance items
  • Gift cards

If you’re unsure whether your item qualifies for a return, please contact us before shipping it back.

Exchanges

The fastest way to get a new item is to return your existing one first. Once your return is accepted, you can place a new order for the item you want.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Shipping Fees

Customers are responsible for return shipping costs.
A flat fee of USD $35 will be deducted from your refund to cover international return logistics.

If the return is due to a defective or incorrect item, Rugoora will cover all shipping costs in full.

Restocking Fee

All approved returns are subject to a 10% restocking fee to cover inspection, cleaning, and repackaging costs. This fee will be deducted from the refund amount.

The restocking fee does not apply to defective or incorrect items.

Refunds

Once your return is received and inspected, we’ll notify you if your refund is approved.
If approved:

  • Refunds are issued to your original payment method within 10 business days.
  • The $35 return fee and 10% restocking fee (if applicable) will be deducted from the refund total.

Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@rugoora.com.

Contact Information

For all questions regarding returns or refunds, please contact:

Rugoora
📧 support@rugoora.com
📞 +1(619) 492-2331 | +62896-3873-8064