Returns Rugs

Note: This policy applies to only rugs from Rug Culture.

Faulty or Damaged Item

In the unfortunate event that the rugs arrived damaged, or failed to meet merchantable quality, we:

  • Offer a full refund, or
  • Send you replacement at no charge
  • Cover costs for collecting and returning of the damaged item which we have agreed to refund or replace at our cost

For refund claims, we do not consider minor variations in colour, dimension, finish or naturally occurring characters to as product faults or flaws. We make the best effort to include information in the product description section of our website, for rugs that might have expected minor variations due to the manufacturing methods or the materials used. 

For claims, please contact Sapphire Decor by email within 48 hours after receiving the product. Please include your order number, description of the issues, and photographs or videos showing the damage or fault.

All products returned must be packed in their original containers and if the products are soiled or damaged, the products may be rejected by the supplier or credited at a reduced amount in the supplier's sole discretion.

Wrong Item Delivered

If you receive an incorrect item, we will cover the cost of returning the item. We will replace the item without incurring additional costs. Please let us know as soon as possible.

Change of Mind

If you change your mind within 7 days after item receipt, you can return the items with the condition that 15% of the price is deducted as re-stocking fee. The customer is responsible for return shipping.

All products returned must be unused and packed in their original containers. If the products are soiled or damaged, the products may be rejected or incur additional re-stocking charges.

Order Cancellations

In the unlikely event that a product is unavailable, we will contact you as soon as possible; and you can choose to get a full refund or a store credit.