Refund and Returns

Faulty or Damaged Item

In the unfortunate event that the rugs arrived damaged, or failed to meet merchantable quality, we:

  • Offer a full refund, or
  • Send you replacement at no charge
  • Cover costs for collecting and returning of the damaged item which we have agreed to refund or replace at our cost

For refund claims, we do not consider minor variations in colour, dimension, finish or naturally occurring characters to as product faults or flaws. We make the best effort to include information in the product description section of our website, for rugs that might have expected minor variations due to the manufacturing methods or the materials used. 

For claims, please contact Cool Rugs by email within 48 hours after receiving the product. Please include your order number, description of the issues, and photographs or videos showing the damage or fault.

All products returned must be packed in their original containers and if the products are soiled or damaged, the products may be rejected by the supplier or credited at a reduced amount in the supplier's sole discretion.

Wrong Item Delivered

If you receive an incorrect item, we will cover the cost of returning the item. We will replace the item without incurring additional costs. Please let us know as soon as possible.

Change of Mind

Purchased items can be returned if you change your mind within 7 days after item receipt. Change of mind refunds or exchanges attract 15% restocking fee plus $29.99 non-refundable shipping fee (the amount we paid to deliver the item to the customer). The customer is responsible for the return shipping by a courier. As a courtesy, we can assist the customer with the return shipping by providing quotes from several third-party couriers (if available).

All products returned must be unused and packed in their original containers. If the products are used, soiled or damaged, the products may be rejected or incur additional re-stocking charges. 

For returns, the customer must contact Cool Rugs by email for instructions and return address.

Order Cancellations

In the unlikely event that a product is unavailable, we will contact you as soon as possible; and you can choose to get a full refund or a store credit.