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, simply:
- Roll and return the rug to the original bag
- Tie the top with the attached fastener (or any other string or fastener)
- Remove the pre-paid FedEx label from your packing list envelope, 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
We would be grateful if you could include a brief simple note letting us know why you weren’t satisfied, so that we can improve and serve you better next time.
Please note that we cannot include pre-paid labels with 10×14 rugs, as they ship via freight. For returns, please call or email us. Swatches are not returnable.
Processing Your Return
As soon as we receive your return, we will inspect it ensure it’s in its original new and unused condition, then we’ll credit a full refund to your account, less the cost of the return shipping. Your return will be processed within 5 business days and we will email you as soon as it is done.
No matter the reason for returning the rug, you will never be charged for shipping it to you. If the rug is returned because it is not as ordered or it has a problem that eluded our inspectors, we will also pay the return shipping costs. Otherwise, return shipping costs will be deducted from the credit issued.
We make our rugs to last. If at any time you experience any problem with construction or durability of a Hook & Loom rug, and it is beyond the 30-day validity of the prepaid return label, simply call or email us.
We will make arrangements for replacement or, if we cannot replace, for a refund to be made to your account.
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.