Returns & Exchanges
Return Window
We accept returns within 15 days of the delivery date. To be eligible, items must be in their original, unused condition with the security seal intact. Rugs that show signs of use, staining, or damage may be denied for return at our discretion.
Return Requirements
- The rug's security seal must remain unbroken — returns with removed seals will not be accepted
- Items must be returned in original or equivalent packaging
- Return shipping costs are the responsibility of the customer
- International returns must also cover duties and customs fees
How to Initiate a Return
Before shipping any item back, you must obtain a Return Authorization Number from us. Returns received without prior authorization will be refused.
To request a Return Authorization Number, email us at info@pacificrugs.com with your order number and reason for return.
Refunds
Once your return is received and inspected, we will email you to confirm. Approved refunds are issued to your original payment method. Original and return shipping costs are non-refundable.
Looking for delivery times and carriers? See our Shipping Policy. Questions about your order? Contact us at info@pacificrugs.com or call 404 605 0422. We are available Monday–Friday, 10:00 AM–6:00 PM.