What is your return policy?

Shopping with us from the UK or Europe? See Return Policy here >

Return eligibility

Customers have 30 days from reception of their order (delivery date or pick-up date) to ship the item(s) back to ECARPETGALLERY. Ex: You received your order on March 15. The return item(s) must be picked up by the carrier for return shipment back to ECARPETGALLERY on or before April 14. If the items are picked up for return more than 30 days from receipt, at our discretion, the return may be denied, or the value of the return order  be transferred to a store credit rather than a reversal for refund (extenuating circumstances, with notice, will be considered). As a general guideline, in order to adhere to this window, we suggest that a request for return or exchange be initiated with a member of our team within 14 days of receipt of your order, to allow adequate time for your preparation of the return package and our creation of the return label.

As soon as your return has arrived back at our warehouse, it will undergo a thorough inspection to validate that all items have been returned, are eligible, and are in their original condition (original tags attached). When requesting a return, customers are responsible for keeping the return postage receipt / drop-off or pickup confirmation until the refund is duly processed by ECARPETGALLERY. ECARPETGALLERY reserves the right to refuse any request for a return without this mandatory proof of return postage.

An item’s specific return eligibility is indicated on it’s respective product page, below the “Add to cart” button:

All items within the 30-day window are eligible for return, with the following exceptions

(Below items are non-returnable, non-exchangeable and non-refundable, free or otherwise):

• *Sale Rugs
• Rug Pads (Bought either individually or as an add-on option to your Rug purchase)

*Sale items include The Last Weave and Flash Sale rugs. Regular-priced items purchased with a discount code or during a site-wide promotion are not considered Sale items and are subject to the same return policy as full-priced items. Please see our Sale Item Return Policy here > 

Return fees: Do I have to pay for my return?

We offer free returns for all shoppers from the continental US, provincial Canada, the United Kingdom and Europe who’s order items are both within 30-days of reception and comply with the following free return eligibility guidelines:

• First return: Your returned item must be your first return with ECARPETGALLERY. If this isn’t your first return, any following return items will be subject to a restocking fee.
• Single item: Your free return is eligible on a single item. If you wish to return multiple items from the same order, you will be charged a restocking fee for the other items being returned.
• Geographic Limitations: You are returning from the United States, Canada, The United Kingdom or Europe. Returns originating from the following locations will require the return cost to be covered by the customer: Alaska, Hawaii, Guam, Puerto Rico, Yukon, Northwest Territories, Nunavut.
• Sizing:*Oversized rugs (12’0″ x 15’0″ and larger)) do not qualify for free returns and will automatically incur a restocking fee*.

Should your item not be eligible for a free return based on the eligibility outlined above, there will be a restocking fee for the return at the customer’s expense. The restocking fee is determined based on 20% of the item’s price (before applicable taxes) or $80.00 maximum charge. For example: A purchase of a $300.00 item will incur a restocking fee of $60.00 and a purchase of a $1000.00 item will incur a restocking fee of $80.00). 

*This maximum does not apply to the 20% item price determination for returns of any Oversized Rugs as the shipping & restocking undertakings are a function of these particular items’ exceptional weight. Returns of all oversized rugs (by definition, above), will be subject to a flat restocking fee of $250.00.

Customers are responsible for ensuring they have read and understand the return eligibility of the items in their order prior to purchase.