Returns & Exchanges

We want you to love your rug. If it isn’t a perfect fit, you can return most items within 30 days of delivery. We’ll cover the cost of the return shipping on eligible domestic orders—no hidden hoops.

Quick summary

• Window: 30 days from delivery.
• Cost: Return shipping is free on eligible domestic returns (standard-size rugs and accessories).
• Condition: Unused, uninstalled, and in original condition/packaging.
• Exclusions: Final-sale/clearance items, cut-to-size pads, custom orders, gift cards, and items noted “non-returnable.”
• Exchanges: Easy—swap for another item or return for a refund and place a new order.

*Oversize or freight-only items may require a scheduled pickup; we’ll arrange it and confirm any details before booking.

What’s eligible

• Area rugs and décor in new, unused condition (no soil, odors, pet hair, or wear).
• Rug pads: unopened and unused. (Opened or cut pads are not returnable.)
• Original packaging and inserts included when possible.

What’s not eligible

• Final-sale or clearance items, custom orders, gift cards.
• Items marked “non-returnable” on the product page.
• Opened / cut-to-size rug pads.
• Used or damaged items (beyond reasonable unpacking).

Start a return

1. Have your order number and shipping zip/postal code handy.
2. Request a label: sales@kbrugs.ca (or use our return portal if provided in your order email).
3. We’ll email a prepaid return label (or schedule a pickup for oversize items).
4. Pack it securely (see tips below), attach the label, and drop it off.

Packing tips

• Roll the rug with the pile facing inward; never fold.
• Wrap in heavy plastic (or reuse the original sleeve) and tape all seams.
• Include any inserts or labels you received.

Exchanges

The fastest way to exchange is to place a new order and send the original back for a refund. If you’d prefer us to process an exchange directly, just say so when you request your label—we’re happy to help.

Refunds

• Issued to the original payment method once the return is received and inspected (typically 2–4 business days after delivery to our facility).
• Your bank may take an additional 3–10 business days to post the credit.
• Shipping upgrades and services are non-refundable.
• Items returned not in original condition may incur a refurbishment fee (up to 20%) or be declined.

Damaged or incorrect items

If something arrives damaged or not as ordered, contact us within 7 days of delivery with photos of the issue and the shipping label. We’ll make it right—repair, replace, or refund—at no cost to you.

International returns

We accept international returns within 30 days; however, return shipping and any duties/taxes are the customer’s responsibility. Duties and VAT are not refundable by us—please contact your local customs office for advice.

Holiday extended window

Orders placed between November 15 and December 31 qualify for an extended window until January 15 of the following year (standard eligibility rules still apply).

Need help?

Email sales@kbrugs.ca or call +1 (905) 582-6053. We’re here Monday–Friday, 9am–5pm (ET).