Refund policy
We never have returns - people love their rugs! But we understand that you may need to return a rug or cancel an order for various reasons. To facilitate a smooth and efficient return process or cancellation, we have established the following policy for rugs that are ordered directly from the website and are not a Custom Colorway order.
1. Eligibility for Returns: You may return any new, clean, undamaged, and unused Color Classic rug within 7 days from the date of delivery. Custom Colorway rugs, which are made to your specific color requirements, are not eligible for returns.
2. Order Cancellations: Cancellations are subject to a ten percent (10%) Cancellation Fee, which covers credit card transaction processing fees, as well as costs associated with materials and labor. The production process—including wool dyeing, frame construction, and the printing of the weaving map—commences immediately when you place your order. Once production has begun, cancellation for a full refund is not possible due to the significant investment of labor and materials. Customers wishing to cancel may elect to receive a store credit equal to one hundred percent (100%) of the original order value to use on a future order. Store credit will never expire.
3. Cancellation Fee: A 10% Cancellation Fee will apply to all canceled orders. This fee offsets credit card and payment processing fees, ecommerce platform fees, administrative processing, and costs associated with issuing and reconciling refunds. For orders that have already entered fulfillment, additional handling, inspection, and inventory processing costs may also apply. The cancellation fee will be deducted from the amount refunded to the original form of payment.
4. Return and Cancellation Process: To initiate a return or cancel an order, please contact us at orders@dfwtextilesourcing.com. We’ll provide instructions for returning your Color Classics rug. The rug must be unused and without debris, pet hair, dust, or dirt. To prevent damage in transit, the rug must be securely packaged in substantial protective materials. We recommend using the original packaging if available or heavy-duty plastic. Returns will not be accepted for rugs returned in saran wrap, butcher paper, newsprint, or bubble wrap.
5. Shipping Costs: Customers are responsible for the cost of shipping the returned rug back to our facility. We recommend using a reliable shipping service like UPS for returns to ensure proper tracking and delivery.
6. Inspection and Refund: Once we receive your returned rug, our team will inspect it to ensure it meets the return eligibility criteria and is in brand-new condition. If the rug is in acceptable, brand-new condition, we will process your refund minus the 10% fee. Refunds will be issued to the original payment method within 5-7 business days after the inspection is completed.
7. Exclusions: Custom rugs, which are made to your color or size specifications, are not eligible for return unless they are damaged or defective. Please reach out immediately to discuss next steps if a custom color order isn’t up to your specifications.
8. Damaged or Defective Items: If you receive a damaged or defective rug, please contact us immediately. We will arrange for a replacement or refund, and return shipping will be covered by DFWTS.
