Welcome To RUG Village Online Store

Returns Policy

  • Rug Village stands behind every product it sells with a goal of 100% satisfaction for “you” the customer. From time to time, there may be an issue with a product. We have designed our return policy to ensure that any problem is efficiently resolved.

    Please note the steps in our return policy below.

    Contact Information:

    Email inquiries: info@rugvillage.co.nz

    1. If your order(s) are damaged by the carrier, please refuse the shipment and notify Rug Village or the carrier. If the shipping damage is discovered after the goods have been received, report all the damage to Rug Village Customer Service within 2 business days of receiving the goods. RUG Village cannot honor any returns or damage claims after the 2 day period. After being notified, we will issue a damage call tag, file a claim, and once the return is received, we will issue a credit.

    2. Inspect your order carefully upon receipt. If you are dissatisfied with your purchase, please notify Rug Village Customer Service within 2 days from receipt of the merchandise. Rug Village will accept approved returns for a 10% restock/handling fees and freight both ways. You will be responsible for arranging return transportation for non-defective returns. The returned good must be in the original packaging material. Rug Village merchandise should be returned as prepaid freight through the appropriate carrier. 

    3. We will issue a Return Label for any defective merchandise. If upon inspection we find the merchandise to be non-defective, we will charge a 10% restock fee and the cost of the freight will be charged to your account. When Rug Village issues a Courier Label, the Tracking Number appears on the label. A printable Return Label will be emailed to you. Once you have the package(s) ready for pick-up contact the carrier per the email. Return all product(s) to RUG Village in the original packaging.

    4. When a return is requested due to Rug Village error, we will issue a Courier Label or arrange other means of returning the merchandise. Credit will be given for the returned item and freight when the item is received by Rug Village.  Rug Village errors include, but are not limited to, wrong size, wrong address, wrong item, duplicate shipment, cancelled order prior to ship date, etc.

    5. Return all product(s) to Rug Village in the original packaging. For your protection, we recommend that all returns be sent back through a traceable shipping method. 

    Notes on Damaged Items:

    Rug Village does not intentionally ship or sell defective merchandise. Occasionally, damage may occur to our products while they are in transit to you. While this happens very rarely, we ask all customers to take the proper steps to resolve any issues that may occur. Please make sure to note any damage(s).

    For a replacement shipment, please email us a new order. Also, please keep all receipts from the carrier on all returned merchandise. We appreciate the opportunity to serve you and want you to be 100% satisfied with your purchase. Thank you.

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