30-Day Return Policy
How to Return a Rug
We offer easy returns of any of our rugs. If for any reason you are not totally thrilled with your rug and it is still in new and unused condition, simply:
- Roll and return the rug to the original bag
- Close the top of the bag with any string or fastener
- Remove the pre-printed FedEx label from the green envelope attached to the bag, and affix it over the original shipping label*
- Drop the rug off at any FedEx location, or call 1-800-Go-FedEx and request a home pickup.
Please note: We can’t include pre-printed labels for 10×14 rugs (shipped via freight) or single small flatweave cotton rugs (shipped via USPS).
For these returns, please contact us. Swatches are not returnable.
We’d be grateful for a brief note letting us know why you weren’t satisfied, so we can improve and serve you better next time.
Processing Your Return
As soon as we receive your return, we’ll ensure that it’s in original unused condition, and then we’ll credit a full refund to your account, less the cost of return shipping.
We will also pay the return shipping costs if the rug is returned because it is not as ordered, or has a problem that eluded our inspectors. Otherwise, return shipping costs will be deducted from the credit.
Please be assured that no matter the reason for returning the rug, you will never be charged for the original shipping cost (shipping the rug from us to you).
We’ll email you promptly when your return is processed. All returns are processed within 5 business days.
We make our rugs to last. If at any time you experience any problem with construction or durability of a Hook & Loom rug beyond the 30-day validity of the pre-printed return label, please contact us. We will make arrangements for replacement if possible, otherwise, we’ll provide a refund to you.
Please note: It’s normal for rugs to have the end of a thread or yarn become loosened. We ask that if this happens, you simply snip it off (don’t pull it) and the problem will be gone. For more information, see our Care Instructions page or read the specific care instructions on product page.