Warranty & Return Policy
Dear Valued Customer,
Please know here at iCustomRug, we love our products, and truly hope you do too! Even though we hold extremely high standards for our products, we know stuff happens. If you have any questions, please reach out to our awesome customer service team, who will be more than happy to address any of your concerns. If there’s one thing we love more than rugs here at iCustomRug, it’s happy customers!
If for any reason you are not 100% happy with the product you’ve received, return it within 30 days and we’ll gladly exchange it or refund the purchase price. To return an item you first need to access your Amazon order and select the Return Request. Please provide your preference in the comments section in obtaining an exchange or refund.
Please note: Unless the item you have received is defective or damaged, you are responsible for return shipping back to our warehouse and a 20% restocking fee will be deducted from your refund. Kindly know that we require images for any damage or defect claimed. Our claims department will then provide you with a prepaid return label within 3 business days.
Please send us an image of the defect within 30 days and we will be happy to take care of the issue for you. We will send you a prepaid return label, and you can decide if a full refund or a reshipment is more convenient for you.
Item received damaged?
If you have received your item damaged from transit, please do not open the package. Images will be requested, and an investigation will be opened with the carrier responsible for your shipment.
For our bestselling products, a sample of the rug in its various colors, is available for purchase for $5.00 so you may see and touch the rug before committing to a larger purchase. Please note that samples cannot be returned and are non-refundable.
Our business hours are from Monday to Friday from 8:00am-4:00pm EST, with the exception of Statutory Holidays.
At iCustomRug, our customers are always of the utmost importance to us. If you have any questions or concerns, please write to us privately, so we may address your concerns and provide you with the best solutions.