Returns & Refunds Policy

Effective Date: February 20, 2026
Last Updated: February 20, 2026

This Returns & Refunds Policy applies to all purchases made through www.rugmatters.com (the “Site”) and should be read together with our Terms of Service and Privacy Policy.

By placing an order on the Site, you acknowledge and agree to this Policy.

1. Made-to-Order & Print-on-Demand Products (All Sales Are Final)

All products sold on the Site are made-to-order and/or print-on-demand, including but not limited to:

  • personalized rugs;
  • custom-designed rugs;
  • logo rugs;
  • branded or name-specific products.

Each product is manufactured from start to finish specifically for you after your order is placed.

Due to the custom and personalized nature of our products:

  • returned products cannot be reverted, reused, resold, or reprinted;
  • production cannot be reversed once initiated.

For these reasons, ALL SALES ARE FINAL.

If the visual materials, previews, or technical information provided on the Site are not sufficient for your evaluation, you may contact us via email or live chat to request a paid small sample, where available, prior to placing an order.

2. No Returns / No Refunds

We do not accept returns, exchanges, or refunds for made-to-order or personalized products, including but not limited to cases involving:

  • customer error (spelling, layout, sizing, measurements, or design choices);
  • designs approved by the customer;
  • dissatisfaction with appearance, texture, thickness, or feel;
  • differences between on-screen previews and the physical product;
  • incorrect measurements provided by the customer;
  • failure to review product descriptions, specifications, or usage guidance;
  • minor variations within stated or industry-standard tolerances.

3. Live Preview, Design Approval & Final Authorization

Our Site generally provides a live preview or similar visualization tools.

  • Orders created and submitted using live preview tools are deemed fully reviewed and approved by the customer.
  • Approval through live preview is final and not subject to dispute.

In limited cases where design approval is obtained through email, live chat, messaging platforms, or other communication channels, such approval also constitutes final authorization for production.

Once design approval is given and/or production has begun:

  • changes,
  • cancellations,
  • refunds,
  • or returns

are not permitted.

4. Cancellation Window

Because our products are custom and made-to-order, cancellation requests are accepted only within six (6) hours of order placement, provided that production has not yet begun.

  • Cancellation requests must be submitted via email or live chat.
  • A cancellation is valid only when confirmed by us in writing.
  • Once production has started, cancellations are not possible under any circumstances.

5. Color, Material & Display Disclaimer

Product colors, textures, and materials may appear differently due to:

  • monitor and screen settings;
  • lighting conditions;
  • printing processes;
  • fabric texture and production methods.

Exact color matching is not guaranteed and does not constitute a defect or grounds for a return or refund.

Customers seeking precise evaluation of color, texture, or material quality are encouraged to request a paid small sample prior to placing a full order, where available.

6. Size & Production Tolerances

All products are subject to reasonable production and measurement tolerances.

Minor variations in size, edging, backing, or finishing within acceptable tolerance ranges are normal and are not eligible for return or refund.

Detailed tolerance ranges and measurement guidance are provided on individual product pages. Customers are responsible for reviewing this information prior to purchase.

7. Limited Exceptions

The Company may, at its sole discretion, review claims only in the following limited cases:

  • manufacturing defects;
  • receipt of an incorrect item;
  • damage incurred during transit.

These exceptions do not apply to aesthetic preferences, customization choices, or approved designs.

8. Damage or Incorrect Item Claims (7-Day Window)

To be considered, claims must:

  • be submitted within seven (7) days of delivery;
  • include clear photographic evidence;
  • include the original packaging and product condition.

Both the original packaging and the product must be retained and preserved in their original condition until the investigation process is completed.

Failure to retain the product and packaging may result in denial of the claim.

Claims submitted after this period may be denied.

Any remedy (replacement, refund, or denial) is determined solely at the Company’s discretion.

9. Inspection Upon Delivery & Carrier Responsibility

Customers are responsible for inspecting shipments at the time of delivery.

  • If the package appears damaged, compromised, or tampered with, customers should document the issue and contact the carrier immediately.
  • Where appropriate, customers should refuse delivery at the time of receipt.

The Company is not responsible for damage occurring during transit that is not properly reported to the carrier.

10. Delivered but Not Received / Lost or Stolen Packages

Once a shipment is marked as “Delivered” by the carrier, delivery is deemed complete.

We are not responsible for:

  • packages lost or stolen after delivery;
  • theft from porches, mailrooms, or shared residential or commercial spaces.

Customers are encouraged to:

  • check surrounding areas;
  • confirm with household members, neighbors, or building management;
  • contact the carrier directly using the tracking number, as carriers can often investigate delivery scans more quickly.

11. Customs & International Manufacturing Delays

Products are manufactured internationally and shipped to the United States.

Delays caused by:

  • customs inspections;
  • governmental actions;
  • international logistics processes

are outside our control and do not qualify for refunds, cancellations, or chargebacks.

12. Improper Use or Care

We are not responsible for issues arising from:

  • use of products outside their recommended or intended purpose;
  • failure to follow care or maintenance instructions;
  • improper installation, placement, or handling.

Such issues are not eligible for refund, replacement, or return.

13. Chargebacks & Disputes

Initiating a chargeback does not override this Policy.

We reserve the right to:

  • dispute chargebacks using this Policy, our Terms of Service, and order documentation;
  • suspend or refuse future orders from customers who initiate abusive, excessive, or fraudulent disputes.

14. Contact Us

If you believe your order qualifies under the limited exceptions outlined above, please contact us via live chat or email at:

Email: hello@rugmatters.com

Include your order number and supporting documentation.