Refund policy

Every Poshrug rug is made to order. Nothing is pulled off a shelf. Your rug is woven, cut and hand-bound to the size and border you chose, after you order it. That is why we would rather help you get it right before we start than put a rug back on a truck afterwards.

Order samples first

Samples are the single best way to avoid a return, and they are the reason our return terms changed. Sisal is a textural fiber, and both the rug color and the border read differently in your own light than they do on a screen. If you are deciding between colors, between borders, or between two sizes, email sales@poshrug.com and ask for samples. Live with them on your floor for a few days. It costs you almost nothing and it settles the question.

Changing or canceling an order

You can change or cancel your order free of charge within 48 hours of placing it, before your rug goes into production. Email sales@poshrug.com as soon as you know. After 48 hours we cannot cancel the order, because the rug is already being made to your specification and cannot be made into a different one.

Returns

If the rug is not right, email sales@poshrug.com within 30 days of delivery and we will arrange the return and cover the return freight. Returns are subject to a 30% restocking fee, which is deducted from your refund.

The rug must come back unused, in its original condition, and packed in the original packing material, so please keep the packaging until you are sure you are keeping the rug. This applies to standard and custom sizes alike.

The 30-day period starts on the day your rug is delivered.

Damaged in transit

Inspect your rug as soon as it arrives. If the packaging looks damaged, note that when you sign for the delivery. If the rug itself arrives damaged, email sales@poshrug.com within 5 days of delivery with your order number and photos of both the damage and the packaging. Damage in transit is ours to put right. No restocking fee applies, and you will not pay to send it back.

Refunds

Once your rug is back with us and inspected, we refund to the original payment method, less the 30% restocking fee where it applies. Please allow up to 10 business days for the refund to appear on your statement, depending on your bank.

Questions

Email sales@poshrug.com