Refund policy

Returns, Refunds & Cancellation Policy

At RugCult, we carefully inspect products before dispatch to ensure they meet our quality standards.

Because many of our products may be made-to-order or customized, we follow the policy below.

Cancellation

Orders may be eligible for cancellation only if production or processing has not yet started.

Once a made-to-order or custom product has entered production, cancellation may no longer be possible.

For ready-to-ship products, cancellation requests should be made as soon as possible after placing the order.

To request a cancellation, contact:

Email: info.rugdug@gmail.com

Cancellation requests are subject to verification and approval.

Returns & Exchanges

We do not accept returns or exchanges for:

  • Change of mind

  • Incorrect size selection

  • Color preference

  • Personal preference

  • Incorrect measurements provided by the customer

  • Failure to review product information before ordering

  • Minor variations in color, texture, or appearance

Custom-made and personalized products are generally not eligible for return or exchange unless they arrive damaged, defective, or incorrectly fulfilled.

Damaged, Defective, or Incorrect Products

If you receive:

  • A damaged product

  • An incorrect product

  • A product with a major manufacturing defect

please contact us within 24 hours of delivery.

You must provide:

  • A complete unboxing video recorded from the moment the package is opened

  • Clear photographs or videos showing the issue

  • Your order number and relevant order details

The unboxing video must clearly show the package and product condition.

Claims submitted without sufficient evidence, including the required unboxing video where applicable, may not be eligible for replacement or resolution.

Replacement

After reviewing the submitted evidence, RugCult may approve a replacement if the issue is determined to be a manufacturing defect, shipping damage, or incorrect fulfillment.

Replacement decisions are made after verification by our team.

Refunds

If a refund is approved, it will generally be processed through the original payment method or another suitable method communicated by RugCult.

Refund processing times may vary depending on the payment provider or financial institution.

Non-Returnable Situations

Products may not be eligible for return, replacement, or refund where the issue results from:

  • Improper use

  • Improper cleaning or care

  • Customer damage

  • Normal wear and tear

  • Failure to follow product care instructions

  • Customer-provided incorrect specifications

  • Minor manufacturing variations that do not materially affect the product

Contact Us

For return, replacement, cancellation, or refund requests:

Email: info.rugdug@gmail.com

RugCult reserves the right to reject claims that do not meet the requirements of this policy.