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Returns & Exchanges

Cam Rugs is happy to offer 100% satisfaction guarantee.

If you’re unhappy with your Cam Rug for any reason, you can return your rug for a refund within 7 days of delivery.

Buyer is responsible for all return shipping fees. There will be a 10% restocking fee on all returns.

To return or exchange a rug purchase, you must provide the original receipt. For security reasons, we will only make refunds to the original payment method you used to place your order. You have 7 days after delivery to return your rug. Returns must be shipped 5 days after receiving the return request approval. If you do not ship your return within the window of 5 days, your order may only be eligible for store credit.

Returns will be fully refunded, except for delivery charges. Shipping fees are non-refundable on exchanges. All returned merchandise must be returned unused and unwashed. It is highly recommended that you keep the original packaging to make returning items easier. If you no longer have the original packaging, we can suggest alternatives that you are responsible for arranging.

How do I return or exchange a rug? 

Before beginning your return process, please read through the following:

Colour: All digital images we display are edited to represent the most accurate colour possible. Due to the possible colour display variations between computers, we are not responsible for variations in colour between the actual product and your screen. Please also be advised that in certain cases, the colour and patterns within a rug may vary according to size.

Size: Rugs can vary in size, plus or minus roughly 3 inches, from the stated dimension. This is a normal characteristic, and not a manufacturer defect

Shedding: All rugs hand-woven can be expected to shed to some degree, as do rugs that contain wool. This is not a manufacturer’s defect, and the amount of shedding will decrease and eventually stop. Regular vacuuming will help to maintain shedding.

Shape: Handmade rugs can vary slightly in shape, and any irregularities in lines and shapes are a part of the experience of owning a one-of-a-kind unique handwoven rug.

To begin the return or exchange process, please send an e-mail specifying the following:

  1. If you are starting a return or exchange.
  2. A brief description and clear pictures that show any issues or damage with the rug, including the back label and packaging.
  3. If the rug was damaged in transit, clear photos of the damage before the rug was opened. 

Once we receive this information and photos, we will determine the next steps in filing your claim. If you have any questions, feel free to email us, or chat with us online. Your order must be shipped back within 5 days after receiving the return request approval and the rug must be completely covered in plastic for shipping. We reserve the right to approve returns or exchanges based on the condition of the piece and customer account history. Pieces that are damaged, stained, or altered in any way are not eligible for return or exchange.

For exchanges, you will have an hour to make a modification to the order after beginning the exchange. Cancellations and changes cannot be made after the one-hour time bracket.

How long does it take to process a return?

Once your return has been shipped back to us, please allow for 5-10 business days for the process to begin. Once processed, it can take up to 10 days for the refund to be processed back to you, however processing credit is subject to your bank.

What if my rug comes damaged or defective?

Our team inspects every rug before shipping out, but if we’ve missed something, please let us know within 5 days. Please send images of the damages or any other issue. Our team will assess your submission and let you know how to move forward.