Our Commitment to Your Satisfaction
Embrace What Truly Delights You:
We proudly stand by each product we offer. Should your purchase fail to bring you complete satisfaction, we are dedicated to resolving this. Within a span of 5 days, you may initiate a return and opt for an exchange. Please note, personalized and custom-made items follow different guidelines, being non-returnable, unless an instance of damage or defect unrelated to shipping arises. In such cases, we are eager to provide a replacement for your specific item.
To initiate the return process, kindly utilize the contact form to request a return authorization number.
Guidelines for Returns:
From the moment you receive your return authorization number, a 5-day window is allotted for the return of your item. Except in cases of defects, all processing fees and shipping expenses to our warehouse are your responsibility. Items devoid of a return authorization number will be declined at the warehouse and subsequently returned to the sender. It is important to note that opened area rug padding cannot be accepted for return.
The condition of all items upon return must be new. If an item shows signs of damage or is soiled, it might be declined or incur a restocking fee of 25%. Similarly, items returned after the 5-day period or without a valid return authorization number may also face a 25% restocking fee. Certain circumstances may prevent order cancellations or modifications once processing has commenced. If a shipment is refused for reasons unrelated to damage, a penalty fee of 25% for shipment refusal may be applied. By placing an order with us, you acknowledge and agree to our terms, conditions, and policies concerning returns and cancellations.
Terms and Conditions at a Glance:
Legal Notice, Regulations, and Sale Conditions by ORB. Upon being accepted by the shipping company, Oriental Rug Bazaar relinquishes responsibility for any eventualities concerning purchased items during transit. Any loss or damage that transpires during shipping does not fall under our liability. We strongly advise customers to opt for shipping insurance, which bears the onus of safeguarding items against potential mishaps. The costs related to shipping insurance rest with the customer and not Oriental Rug Bazaar.
Online pricing is consistently lower compared to in-store rates at Oriental Rug Bazaar's physical showroom. Regrettably, if you have already purchased a rug from our Houston showroom and subsequently find the same rug listed at a lower price on our online platform, we are unable to retroactively provide a price match, discount, refund, or exchange. The 5 Day Return Guarantee is not applicable to custom orders. Custom-made rugs, unless deemed damaged or defective upon leaving the showroom, cannot be refunded or exchanged.
Kindly note that the 5 Day Return Guarantee exclusively applies to online purchases, excluding custom orders. Items acquired from Oriental Rug Bazaar's Houston showrooms are not covered by the 5 Day Return guarantee.