Refund policy

You have 7 days after receiving your rug to request a return, or 14 days if your order ships to the European Union. Because every rug here is one of a kind, we would rather talk you through a piece before it ships than process a return after, but if it is not right for your space, here is exactly how it works.

Eligibility

To be eligible for a return, your rug must be in the same condition you received it: unused, undamaged, and in its original wrapping where possible. You will also need your receipt or proof of purchase.

Starting a return

To start a return, contact us at hello@storiedrugs.com. Please do not ship anything back until we have confirmed the return address with you.

If your return is accepted, you are responsible for arranging and paying for return shipping. We strongly recommend a tracked and insured service. Until the rug reaches us, it remains your responsibility. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions and non-returnable items

Some things cannot be returned once they leave us. For rugs, kilims and home textiles that means:

• Altered pieces. A rug that has been cut, resized, re-bound, re-fringed or otherwise changed after delivery.
• Washed or treated pieces. Anything sent to a cleaner, shampooed at home, or given a stain, moth or waterproofing treatment after it reached you.
• Damage that happened with you. Water, pet, sun, burn or heavy traffic damage sustained after delivery.
• Custom and made-to-order work. Bespoke sizing, custom binding or fringe work, and pieces sourced to a specific commission.
• Cut-to-size accessories. Rug pads and underlay trimmed to your dimensions.
• Sale items and gift cards. This exception does not apply to orders shipped into the European Union.

Normal signs of age on a vintage rug are never a reason we refuse a return. Those are described on our Authenticity page and disclosed in every listing. If you are unsure whether something applies to your piece, get in touch before you send it.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without a justification. As above, your rug must be in the same condition you received it, unused and undamaged, in its original wrapping where possible, and you will need the receipt or proof of purchase.

Refunds

Once your returned rug arrives and passes inspection, we will notify you and issue your refund to the original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since we approved your return, contact us at hello@storiedrugs.com.

Duties and import taxes

Orders shipped to the United States arrive with all customs duties and import taxes already included in the price you paid. Orders within Canada ship domestically, so no import charges apply. For the United Kingdom, the European Union, Australia and New Zealand, any duties or import taxes that apply to your destination are payable on delivery, and they are charged by your local customs authority rather than by us.

When we accept a return we refund what you paid us. Duties or import taxes you paid directly to a customs authority are not ours to refund, but most authorities let you reclaim them once the item has been exported, and we will provide the invoice and shipping paperwork you need.

Contact

Storied Rugs, #250 - 997 Seymour St., Vancouver, BC V6B 3M1, Canada. Questions about returns: hello@storiedrugs.com.