Refund & Return Policy

RUG SAVANT RETURN & REFUND POLICY

Last Updated:12/16/25

SECTION 1: FINAL SALE ACKNOWLEDGMENT FOR CUSTOM PRODUCTS

ALL RUG SAVANT ORDERS ARE FINAL SALE. You are purchasing a bespoke, made-to-order product manufactured exclusively to your approved design, size, and material specifications. Each rug is uniquely created for you and cannot be resold.

By completing your purchase, you affirmatively acknowledge and agree that:

  • You have carefully reviewed and approved all final design specifications before purchase.

  • You understand that physical material samples are available for purchase and are the only reliable method to assess color, texture, and quality.

  • Natural variations in hand-dyed yarns and handmade construction are inherent artistic characteristics, not defects.

  • Production begins immediately upon your final approval.

  • No returns, exchanges, or refunds are permitted except as explicitly stated in Sections 2, 4, and 5 below.

SECTION 2: EXTREMELY LIMITED DISSATISFACTION ACCOMMODATION

THIS IS NOT A RIGHT, GUARANTEE, OR ENTITLEMENT.

In rare circumstances where a rug is flawlessly manufactured to all your approved specifications but fails to meet your subjective expectations when placed in your intended space, Rug Savant may, at its sole and absolute discretion, offer a partial refund under the following strict conditions:

Eligibility Requirements (ALL Must Be Met):

  • Request submitted via email to support@rugsavant.com within 72 hours of delivery.

  • Clear photographic evidence showing the rug in your intended space from multiple angles.

  • Material samples were purchased and reviewed prior to order finalization.

  • Rug is in original, unused, unaltered condition with all tags attached.

  • No defects in materials or workmanship exist.

  • All original packaging is preserved.

Non-Negotiable Terms:

  • Maximum refund: Up to 15% of the purchase price (excluding taxes and shipping). There is no restocking fee, as returns are not accepted for custom products.

  • Refund amount is solely determined by Rug Savant based on internal assessment criteria.

  • Refund will be issued within 60 days of approval to the original payment method.

  • This accommodation does not apply to: change of mind, preference shifts, incorrect customer-provided measurements, or dissatisfaction with properly represented materials.

  • Rug Savant expressly reserves the right to deny any request without explanation.

  • This discretionary accommodation may be terminated at any time without notice.

SECTION 3: PRODUCTION TIMELINE & DELAYS

Standard Production Timeline: Our standard production time for a custom rug is 7 to 14 business days from the date of your final order approval. This is an estimate, and you will receive a notification with a firm shipping date once production is complete.

Delay Notification & Your Rights: In compliance with the Virginia Consumer Protection Act (§ 59.1-200) and Federal Trade Commission regulations, if we are unable to ship your order within 30 days of the communicated shipping date, we will promptly notify you with a revised shipping schedule. This notification will provide you with the option to either consent to the new date or cancel your order for a full refund.

SECTION 4: ORDER CANCELLATIONS

Cancellation requests must be submitted in writing to support@rugsavant.com within 24 hours of your final order approval AND before production materials are sourced or work commences on your project. Once production begins, all payments are non-refundable as resources have been exclusively allocated to your custom rug.

SECTION 5: WARRANTY FOR MANUFACTURING DEFECTS & SPECIFICATION ADHERENCE

We warrant our rugs against defects in materials, workmanship, and adherence to your final approved design specifications for 30 days from delivery. A breach of this warranty exists only if the finished rug materially deviates from the specifications you approved in writing (e.g., incorrect size based on provided measurements, or incorrect color where a physical sample was provided and referenced).

Defect & Non-Conformity Claim Process:

  • Notify us via email to support@rugsavant.com within 30 days of delivery.

  • Provide clear photographs/video and your original order confirmation to show the alleged defect or deviation.

  • We reserve the right to conduct a video inspection.

Remedy for Valid Claims:

  • If a valid manufacturing defect or specification error is confirmed, we will, at our sole discretion, either (a) repair the rug, (b) replace it, or (c) issue a partial or full refund. The remedy is determined on a case-by-case basis based on the nature of the issue.

  • THIS REPAIR, REPLACEMENT, OR REFUND IS YOUR EXCLUSIVE REMEDY for defects or non-conformities under this warranty.

  • Rug Savant shall not be liable for any incidental, consequential, or punitive damages.

SECTION 6: SHIPPING DAMAGE

Inspect your rug and its packaging immediately upon delivery. Note any visible damage on the carrier's delivery receipt before signing. Report any damage to us via email within 7 days of delivery with photographic evidence. We will coordinate with the shipping carrier to facilitate repairs or replacement for damage occurring in transit.

SECTION 7: ABSOLUTELY NON-REFUNDABLE SITUATIONS

No returns or refunds (full or partial) are provided for:

  • Change of mind, personal preference, or style changes.

  • Incorrect measurements, dimensions, or specifications provided by the customer.

  • Color variations between digital displays/screens and physical materials.

  • Natural variations inherent in hand-dyed yarns and handmade products.

  • Products that have been used, altered, cleaned improperly, or damaged after delivery.

  • Subjective dissatisfaction when material samples were not purchased.

SECTION 8: PAYMENT TERMS

We accept Visa, MasterCard, American Express, Discover, and debit cards through Shopify's secure payment system. Your payment method will be charged in full at the time of order placement. By completing your purchase, you authorize the full charge for your custom rug.

SECTION 9: LEGAL TERMS & VIRGINIA COMPLIANCE

Governing Law:
This policy and all purchases from Rug Savant are governed by the laws of the Commonwealth of Virginia, without regard to its conflict of laws principles (Va. Code Ann. § 8.01-261).

Dispute Resolution:
ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO YOUR PURCHASE SHALL BE RESOLVED BY BINDING INDIVIDUAL ARBITRATION IN FAIRFAX COUNTY, VIRGINIA. YOU WAIVE YOUR RIGHT TO: (1) PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION; (2) HAVE A JURY HEAR YOUR CASE; (3) BRING CLAIMS IN ANY COURT. Arbitration shall be conducted pursuant to the Virginia Uniform Arbitration Act (§ 8.01-577 et seq.).

Liability Limitation:
TO THE FULLEST EXTENT PERMITTED BY VIRGINIA LAW, RUG SAVANT'S MAXIMUM AGGREGATE LIABILITY FOR ANY CLAIM RELATED TO YOUR PURCHASE SHALL NOT EXCEED THE PURCHASE PRICE PAID FOR THE SPECIFIC RUG GIVING RISE TO THE CLAIM. IN NO EVENT SHALL RUG SAVANT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES.

SECTION 10: CONTACT INFORMATION

For questions about this policy or to submit a claim under Sections 2, 5, or 6:

  • Email: support@rugsavant.com

  • Phone: 252-421-3214

  • Mail: 909 S Oriole Circle 101, Virginia Beach, Virginia, 23451

Virginia Residents: The Virginia Consumer Protection Act (§ 59.1-196 et seq.) provides additional protections. For more information, contact the Virginia Department of Agriculture and Consumer Services.

SECTION 11: POLICY UPDATES

We reserve the right to update this policy at any time. The most current version will always be posted on this page with the updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.