Return and Refund Policy

Please read in entirety before contacting for a return or refund.

For non-commissioned/'for sale' rugs:

We have a 14-day return policy, which means you have 14 days from receiving your rug to request a return.

To be eligible for a return, your item must be in the same condition that you received it, with no visible signs of damage. 

To start a return, you can contact us at contact@cxmsrugs.com and we will take you through the necessary steps that follow. You are responsible for the price of return shipping.

Items sent back to us without first requesting a return will not be accepted.

 

For commissioned rugs:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. The time in which you communicate issues may help, refunds for commissioned rugs will be done on a case by case basis.

Your initial $50 deposit after design approval is non-refundable. No exceptions.

After design approval and deposit, your rug goes into production. Before paying final installment for your rug and before shipping, you are shown how your item will look. This is counted as an opportunity to change things on your design. Once your item has been paid for and shipped, there will be no refunds unless the item is lost by courier services.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded through your original payment method within 10 business days. For items lost by courier service, a 50% refund of final installment will be refunded and a store credit will be given.

Depending on your bank or credit card company, it may take additional time to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@cxmsrugs.com.