Refund policy

Not right in your room? Return it. Online orders can be returned within 30 days of delivery. Rugs bought in person at our Evanston or Chicago showroom can be returned within 7 days. Rugistan® is a family-owned rug store with showrooms in Evanston and Chicago, and we want you to love the rug you live with.

How to return a rug

  1. Email care@rugistan.com or contact us with your order number. We reply quickly with simple return instructions.
  2. Pack the rug the way it arrived, in its original packaging or in plastic.
  3. Ship it back within 7 days after we approve the return, or bring it to our Evanston or Chicago showroom if you live nearby.

Once the rug is back and checked, we refund you to your original payment method or as store credit. Your bank may take a few business days to show it.

Return windows

  • Online orders: 30 days from delivery to ask for a return. Some brand rugs ship from the maker's warehouse, so contact us first and we will arrange the return with them.
  • Showroom purchases (rugs bought in person in Evanston or Chicago): 7 days from the day of purchase. Bring the rug back to the showroom in its original condition, for a refund or store credit.

To keep returns fair for everyone

  • Measure first: rugs are heavy and costly to ship both ways, so please measure your space and ask us for more photos or a video before you order.
  • Restocking fee: change-of-mind returns may carry a restocking fee of up to 15%, which we decide case by case, to cover shipping, inspecting and restocking the rug. There is never a restocking fee when a rug arrives damaged, defective or is not the rug you ordered.
  • Return shipping is paid by the customer. If you use the label we send, its cost comes out of your refund.
  • Rugs should come back the way they arrived: clean and unused. If a rug comes back with dirt, pet hair, odors or stains, we have it professionally cleaned and deduct our standard cleaning rate. A rug with pet urine, cuts or other damage cannot be accepted as a return.
  • Please ask us before sending a return, so we know it is coming.

Items that cannot be returned

  • Rug pads cut to size, including custom-cut Durahold Plus
  • Special orders and custom sizes
  • Items marked Final Sale
  • Gift cards, and rug cleaning and repair services

Damaged, defective or wrong item

If your rug arrives damaged, defective or is not the rug you ordered, email care@rugistan.com right away, with photos if you can, and we will make it right.

Swatches

For many brand rugs you can order a swatch before you buy: a flat $50 that covers shipping both ways. Contact us within 30 days for the return instructions.

Exchanges and international orders

To exchange, return the rug you have and place a new order for the one you want. International returns are accepted case by case, so please ask us before you order.

Trying a rug at home

Shopping in our Evanston or Chicago showroom? Ask about taking a rug home on approval before you decide.

Questions? Email care@rugistan.com, or call Evanston at 847-863-1249 or Chicago at 312-868-1898.

Last updated: October 11, 2026