Returns & Exchanges
Information about our return policies
Return Policy [Canada & United States]
What is your return policy?
Shopping from the UK or Europe? View our regional return policy here >Return Eligibility
Customers have a 30-day window from the date of delivery or in-person pickup to return their item(s). For example, if your order is delivered on March 15, the return must be picked up by the carrier on or before April 14. Returns requested or initiated after this timeframe may be declined or refunded as store credit at our discretion. If special circumstances apply, please notify us in advance. To ensure your return is processed on time, we recommend initiating a return or exchange request within 14 days of delivery. This allows enough time for preparing your return shipment and for our team to issue a return label. Once your return reaches our warehouse, it will be carefully inspected to confirm all items were returned in their original condition with tags still attached. Please keep your return shipping receipt or pickup confirmation until your refund has been processed. We may not honor a return without this documentation. Each product page shows the return eligibility just below the “Add to Cart” button:
Most items can be returned within 30 days, except for the following (regardless of price or promotional status):
- *Sale Rugs
- Rug Pads (purchased separately or bundled with a rug)
Return Fees: Will I be charged for a return?
We provide free return shipping for orders from continental USA, provincial Canada, the United Kingdom, and Europe—only if all of the following conditions are met:- First return: The item being returned is your first return with us. Additional returns will incur a restocking fee.
- Single item: Free returns apply to one item. If returning more than one item from the same order, a restocking fee will be charged for the additional items.
- Location: You are returning from the continental US, Canada, UK, or Europe. Returns from Alaska, Hawaii, Guam, Puerto Rico, Yukon, Nunavut, and Northwest Territories must be shipped at your own expense.
- Size: Oversized rugs (12’0″ x 15’0″ or larger) are not eligible for free returns and will incur a flat $250 restocking fee.
- A $300 item = $60 restocking fee
- A $1000 item = $80 restocking fee
Free return eligibility [Canada & United States]
Free Return Eligibility: Will I be charged to return an item?
We provide free return shipping for customers in the continental U.S., provincial Canada, the United Kingdom, and Europe, as long as the returned item: 1) falls within the 30-day return window and 2) meets the following conditions:- First-time return: Free return applies only to your first return with ECARPETGALLERY. Any subsequent returns will be subject to restocking fees.
- One item only: Free return shipping is available for a single item. If you’re returning more than one item from the same order, restocking fees apply for the additional items.
- Location restrictions: Free returns are available only for orders returned from the continental U.S. and provincial Canada. Customers in Alaska, Hawaii, Guam, Puerto Rico, Yukon, Northwest Territories, and Nunavut are responsible for their own return shipping costs.
- Size limitations: Oversized rugs (12’0″ x 15’0″ or larger) are excluded from free return eligibility and automatically incur a flat $250 restocking fee.
- A $300 product = $60 restocking fee
- A $1000 product = $80 restocking fee
- *Sale Rugs
- Rug Pads (purchased individually or as an add-on with a rug)
Return Policy [United Kingdom & Europe]
What is Your Return Policy?
Shopping from the U.S. or Canada? See our full regional return policy here >Return Eligibility
Customers have up to 30 days from the date they receive their order—either by delivery or pickup—to return items to ECARPETGALLERY. For example, if you receive your order on March 15, the return package must be collected by the courier on or before April 14. If the item is returned beyond this 30-day window, we may, at our discretion, deny the return or offer store credit instead of a refund. (We may consider exceptions in special cases with prior notice.) To meet this timeline, we recommend initiating your return request within 14 days of receiving your order. This allows time for preparing your return and for us to generate a shipping label. Once your return is received at our warehouse, it will undergo a full inspection to ensure all items are included, meet our return criteria, and are in their original condition with tags still attached. Important: When initiating a return, customers must retain proof of return postage—either a pickup confirmation or drop-off receipt—until the refund is completed. We reserve the right to deny returns without this required proof. Each item’s return eligibility is listed on its product page, just below the “Add to Cart” button:
Items Not Eligible for Return:
Even if returned within 30 days, the following items cannot be returned, exchanged, or refunded under any circumstances (including promotional giveaways):- *Sale Rugs
- Rug Pads (purchased separately or as part of a rug order)
Return Fees: Do I Have to Pay for My Return?
We offer complimentary return shipping for customers in the continental United States, provincial Canada, the UK, and Europe if the returned item:- Is your first return: Only your first return is eligible for free return shipping. Additional returns will incur a restocking fee.
- Includes one item: Free returns apply to a single item. Returning multiple items from the same order will result in restocking fees for the additional products.
- Originates from a supported location: Free returns are available for items sent back from the continental U.S., provincial Canada, UK, or Europe. Customers in Alaska, Hawaii, Guam, Puerto Rico, Yukon, Northwest Territories, or Nunavut must cover their own return costs.
- Is not oversized: Oversized rugs (274 x 366 cm / 12’0″ x 15’0″ and above) do not qualify for free returns and are subject to a fixed $250 restocking fee.
- $300 item = $60 restocking fee
- $1000 item = $80 restocking fee
Free return eligibility [United Kingdom & Europe]
Free Return Eligibility: Will I Need to Pay to Return an Item?
We provide free return shipping for customers located in the continental U.S., provincial Canada, the U.K., and Europe—provided your order:- Is returned within 30 days: Items must be returned within 30 days of receiving your order.
- Is your first return: Only first-time returns qualify for free return shipping. Any additional returns will be subject to a restocking fee.
- Includes only one item: Free return shipping applies to one item per order. If you return multiple items, a restocking fee will apply to the additional items.
- Is from an eligible location: The return must originate from the United Kingdom or a country within Europe.
- Does not involve an oversized item: Rugs measuring 274 x 366 cm (or larger) do not qualify for free returns and are subject to a restocking fee due to their size and handling requirements.
- A $300 item will incur a $60 restocking fee.
- A $1000 item will incur an $80 restocking fee.
- *Sale Rugs
- Rug Pads (purchased individually or as part of a rug order)
How to Return an Item
How to Return an Item
To begin your return, please contact us using our Contact Form and include a brief reason for the return, along with your order number and the SKU of the item you wish to return. For efficient handling, please avoid submitting multiple return requests through different channels (e.g., Live Chat and the Contact Form).
If your purchase was made through a third-party platform rather than directly on our website, please initiate your return directly with that platform.
Once your return request is received, we will provide you with detailed instructions on how to prepare your return package for shipment. Please note: To avoid unnecessary duplication, we ask that you do not re-wrap your items until you’ve received these instructions, as there are specific packaging requirements to follow.
After confirming that the instructions have been followed according to carrier specifications, we will send you the return label. At that point, you can schedule a pickup for the return shipment.
If you are located in or near Montreal, you can also arrange to drop off your return at our Montreal office. Please coordinate your drop-off time in advance with our team through the Contact Form. Our Montreal office is open Monday through Friday, from 9:00 AM to 5:00 PM.
Keep in mind the 30-day return window from the date of delivery or pickup. To ensure your return is processed in time, we recommend starting the return process within 14 days of receiving your order. This will provide enough time for preparing the return package and generating the return label.
Can I return my purchase if it doesn’t suit my space?
Can I Return My Purchase if It Doesn’t Suit My Space?
Perhaps it’s the color, or maybe the size—sometimes things don’t turn out as we hoped. If your item is eligible for return based on our Return Policy [CA, US] >, Return Policy [UK, EU] >, you can initiate a return request by reaching out via our Contact Form >. As a general guideline, to meet the 30-day return window, we recommend submitting your return or exchange request within 14 days of receiving your order. This allows enough time to prepare your return and for us to generate the return label. Items returned within the 30-day period are eligible for return, with the following exceptions:- *Sale Rugs are final sale and cannot be returned or exchanged.
- Rug Pads (purchased either individually or as an add-on with your rug)
Do you offer exchanges?
Do You Offer Exchanges?
If your recent purchase doesn’t work out, we’re happy to assist you in finding a replacement that better meets your needs. As long as your item complies with our Return Policy >, we will apply the credit from your return towards the purchase of the exchange item. After receiving and inspecting the returned item, we will promptly process and ship your exchange item. To initiate an exchange, please contact us via our Contact Form, and we’ll assist you in selecting a suitable replacement and processing the exchange. To comply with the return window stated in our Return Policy >, we recommend initiating your exchange request within 14 days of receiving your order. This ensures ample time to prepare your return, generate a return label, process any necessary payments, and ship your exchange as quickly as possible.
How Long Does It Take to Process a Return?
How Long Does It Take to Process a Return?
After returning your item(s), please allow 5-10 business days for the return shipment to:- Arrive at our facility
- Undergo a detailed inspection to ensure all items are returned, eligible, and in their original condition (with tags attached)
What Should I Do if I Receive a Damaged or Defective Rug, My Order is Missing an Item, or I Received the Wrong Item?
What Should I Do if I Receive a Damaged or Defective Rug, My Order is Missing an Item, or I Received the Wrong Item?
Our quality control team ensures all rugs meet the highest standards before they are shipped. However, if you receive a damaged item, the wrong product, or encounter any quality issues, we strongly recommend contacting us within 7 days of receiving your order.
To help us resolve the issue promptly, please include a detailed description of the problem and, where applicable, provide photo evidence. Our team will review your request and guide you through the next steps for resolution.
You can report a missing, damaged, or incorrect item by reaching out through our Contact Form >.
What Happens if I Return a Rug from an Order with the 'Buy 2 Get 10% Off' Promotion?
What Happens if I Return a Rug from an Order with the ‘Buy 2 Get 10% Off’ Promotion?
If you return one rug from an order that initially received the ‘Buy 2 Get 10% Off’ promotion, the refund will reflect the full price of the rug you decided to keep. The discount previously applied to the returned rug will no longer apply, and you will see an “Adjustment Fee” on your refund statement to account for this change in pricing.