Returns and Exchanges
We're proud of how much our customers love our handmade natural fiber rugs and we want you to love your purchase, too. If you feel your product isn't quite right for you, we make returns and exchanges simple.
Return Window
Because our rugs are handcrafted and shipped directly to you from our suppliers, returns must be made within 30 days of placing your order. If you have any questions or concerns, please reach out to customerservice@naturalrugco.com - we're always here to help.
How to Return or Exchange
- Email customerservice@naturalrugco.com to request a Return Merchandise Authorization (RMA#).
- Place your unused rug back in its original packaging.
- Ship it to the address we provide (we'll send details with your RMA#). Please use a trackable shipping method and share tracking info with us.
- Once our supplier receives and inspects your return, we'll issue a refund to your original payment method. For exchanges, your new rug will ship as soon as the supplier receives the original.
Damaged Product Returns
If your purchase arrives damaged, don't worry, we'll cover the return shipping. Just email customerserice@naturalrugco.com, give us your order number, a photo of the damage, and request an RMA number.
A Note on Handmade Rugs
Every natural fiber rug is unique. Slight variations in weave, texture, and color are part of the beauty of handcrafted pieces and not considered defects. These details give your rug it's one-of-a-kind character.