Return and Replacement Policy

At Luxe Rugs, customer satisfaction remains at the core of our values. We strive to ensure that every purchase meets your expectations. However, we understand that occasionally, a return or replacement may be necessary. Below is our comprehensive Return and Replacement Policy to guide you through the process.

Eligibility for Returns

Items purchased from Luxe Rugs can be returned under the following conditions:

  1. Timeframe: Items must be returned within 7 days of delivery.
  2. Condition: Products must be in their original, unused, and undamaged condition with all tags, labels, and packaging intact.
  3. Exclusions: The following items are not eligible for returns:
    • Custom-ordered rugs
    • Sale items or items marked as "Final Sale"
    • Rug pads and additional materials

Note: Returns that are damaged, soiled, or altered in any way will not be accepted.

Replacement Policy

We are committed to providing high-quality products, and if you receive an item that is defective or not as described, we offer a replacement option. Replacements will be issued under the following circumstances:

  1. Damaged or Defective Items: If the product arrives damaged or defective, please contact us within 48 hours of receiving the item. Include photographs and a detailed description of the issue.
  2. Incorrect Items: In the rare case that the wrong product is delivered, Luxe Rugs will arrange for a replacement at no additional cost.

Return Process

  1. Initiating a Return:
    • Contact our Customer Support Team at [support email] or call us at [support number] within the eligible return period.
    • Provide your order details, reason for return, and any supporting photos if applicable.
  2. Return Shipping:
    • Customers are responsible for the cost of return shipping.
    • Ensure the product is securely packaged to prevent damage during transit.
    • Use a trackable shipping method and retain proof of postage.
  3. Return Approval:
    • Once the returned item is received and inspected, we will notify you of the approval or rejection of your return.

Refund Policy

  • Approved Returns: If the return is approved, a refund will be issued to the original payment method within 7-10 business days.
  • Shipping Costs: Please note that original shipping charges are non-refundable.

Non-Returnable Items

  • Custom Orders: All personalized and custom-ordered rugs are final sale.
  • Rug Pads & Accessories: Additional materials, including rug pads, cannot be returned or exchanged.
  • Final Sale Items: Products purchased during sales or promotions are non-returnable.

Key Considerations

  • Luxe Rugs reserves the right to deny a return or replacement if the item fails to meet the eligibility criteria.
  • For all queries or concerns, our Customer Support Team is available to assist you promptly.

Contact Us

For further assistance or to initiate a return or replacement request, please contact us:

Call: +1 2125326776

Email: hello@luxerugs.com

Address: Luxe Rugs LLC, 200 Lexington Avenue, Suite 711, New York New York 10016, United States

Thank you for choosing Luxe Rugs. We value your trust and look forward to enhancing your home with our premium rug collections.