Awesome Area Rugs Return & Warranty Policies

Return Policies

Our goal at Awesome Area Rugs is to provide the highest quality products and services at the guaranteed lowest rock bottom pricing. However, we understand that sometimes there may be a problem. To make your shopping experience as trouble-free as possible, we offer a fair and simple 15 day return policy.

The return process is both fair and simple and this is the way it works:

• If you decide to keep your purchase then the shipping is free.
  
• If you wish to return an item, you need to contact us. Packages sent to us without an RMA (Returned Merchandise Authorization) number will be returned to customers at their expense. Our shipping department has many packages coming and going every day and they will not recognize random arrivals.
  
• If for any reason you wish to return any product within the 15 days after you have received your order, you will be responsible for the original “free shipping” that we paid to ship your original order to you plus an additional 15% restocking / repackaging / inspection fee.
  
• We can pay for your “free shipping” only if you keep your merchandise.
  
• We do not pick up any products in the event of a non-warranty return. It is your responsibility to pay and ship all the merchandise back to our Fulton warehouse or a manufacturer as instructed in your RMA in the original or same quality packing materials including all of the original enclosed literature and materials as well as a copy of your original invoice.

What cannot be returned:

• Items that have been soiled or damaged including pet hair.  It is expected that all returns be in new, re-saleable condition.
  
• Custom or special orders.
  
• Discontinued items.
  

Common questions

When does my trial period start?

• Your 15 day trial period begins on the date that your order arrives at your house as evidenced by the shipping company.

Who pays the shipping to return a product?

• Return shipping costs are solely the responsibility of you, the customer. All packages sent freight COD or without an RMA (Returned Merchandise Authorization) number will be returned to the customer at their expense.

When is the latest that I can ship my order back to you?

• All returns must be dropped off at your shipper by the 7th day after receiving your RMA number. We cannot accept returns outside of this time period as they are stipulated by our manufacturers. We also must receive your return shipment tracking number so we know it is on the way and be looking for it.  No exchanges or refunds will be given if this requirement is not met.

What if my order arrives damaged?

• If there is obvious shipping damage you must refuse the shipment and note the damage on the shipper’s bill of lading. Please have the driver sign (witness the damage) also. Contact us immediately at 1-888-288-4523 so we can issue an immediate replacement shipment at our cost. Please do NOT sign for anything without first noting damage on the receipt including just box damage. Signing for a shipment constitutes an acceptance on your part as the new owner in the condition as received. This is the only way that you can protect the investment of your order. You can find more information in our Shipping Policies section.
• If you accept a delivery and there is "hidden damage" do not continue to unwrap your product, save all packing materials and call us immediately for instructions. The shipper will want to send their representative to your house to inspect the damage and needs to see how it was packaged and try to ascertain how the damage occurred. All packages are properly inspected and wrapped at our point of origin before shipping and blame must be proven on the shipper.

Can I cancel my order after it has shipped?

• No, however you may return your ordered products under the same terms as a return. Obtain an RMA number for your return and ship it back as instructed in your RMA.

What if I refuse my order when it arrives?

• Unless there is the rare problem of shipping damage, you will be responsible for the same terms as a return; meaning payment of the original “free shipping”, the return shipping and the 15% restocking / repackaging / inspection fee. Please be aware that shipments of your orders may come from our warehouse in Fulton or from one of several regional warehouses and/or manufacturers shipped directly to you that are located throughout the States. All returns, however, must be shipped back according to the instructions included with your RMA. If a product is refused and shipped back to the wrong place, the extra shipping costs to return it from there to the location as instructed in your RMA will be also be deducted from your refund. It is easier and less expensive for both of us for you to accept the order, obtain a RMA number, and ship it back as instructed for a refund.

Can I use the original boxes/packaging?

• Yes, if you are fairly sure that it will make the second trip safely. It is your responsibility that returns arrive at their instructed destination intact with proper packaging, literature and enclosures for you to receive your expected refund. We require you to purchase tracking when you return an order. You are responsible in the event of a lost package. For this reason please send your returns back to us by FEDEX or UPS where tracking is free. If you choose to use the Post Office, please purchase delivery confirmation to protect your investment. For the same reason purchase enough insurance from your shipper to cover the value of your return.

Order cancellations:

• Once an order is placed with Awesome Area Rugs, there is no guarantee that it can be cancelled. Part of our fast, superior service to you is our automated order processing. You must contact our Customer Service department and receive an email or fax confirmation that your order has been cancelled. We will do everything in our power to respect your wishes. Once an order has been shipped, it is the customer’s responsibility to return any products according to the above Return Policy guidelines. If you refuse a shipment without our authorization, you will be responsible for shipping in both directions and the 15% restocking / repackaging / inspection fee.

• Contact Awesome Area Rugs to receive your RMA (Return Merchandise Authorization) number.
  
• Once your RMA number is created an email with detailed instructions will be sent to you.
• Email us your tracking number once it has been shipped.
  
• These numbers will let us know when and where to expect your return and will provide you with a detailed list of items to be returned.
  
• Once your return is received and inspected you will be sent a credit memo that alerts you to the fact that your return has been received and inspected by us. It will also detail the amount that you should expect to be refunded to the same account that it was originally charged to. Most refunds take between 3 and 10 days to process after the returned merchandise is received and inspected.
  
• Include a copy of your original invoice.

How can I get this RMA (Returned Merchandise Authorization) number?

• By Email – support@AwesomeAreaRugs.com
  
• By Phone – 1-888-288-4523
  
• By Fax – 1-315-598-5484

All returns must be shipped to the address as instructed on your RMA and prominently marked with your RMA number. Please note: your 15 days starts when you receive your product as evidenced by the shipping company not when you use your product.

Returns are not considered received until they arrive at the requested destination and have been inspected.

What if I don’t return the promotional items that were offered with another product?

• The full value of the promotional products will be deducted from your refund. Promotional pricing is offered with the purchase of a qualifying product. If the qualifying product is returned then the promotional products must also be returned to receive your full refund.

Warranty Policies

Warranties on the products we sell are manufacturer’s warranties, not store warranties, although on the rare occasion that you encounter a defect in a product we have sold you, we will try to assist you in handling the warranty properly and expeditiously. It is the manufacturer that makes the rules that we all have to follow.

Warranty issues are returns caused by a manufacturer’s defect only.

• As per the policies stated above, you will still need an RMA number to authorize your return.
  
• If you need a warranty replacement within any of the product’s trial period, we will waive the shipping cost for the second shipping charges and the standard 15% restocking / repackaging / inspection fee.
  
• If you are outside of the trial period and need warranty replacement, we will help you deal with the specific manufacturer. It is your responsibility to save your warranty and receipts as they are your proof of purchase. Please note that in most cases a credit card statement will not be considered by a manufacturer as sufficient proof of purchase.
  
• Outside of the trial period, shipping costs and other charges are not covered under warranty and as such, are the responsibility of the consumer.
  
• No refunds will be issued for items that have been soiled or damaged above and beyond "normal" use. All returned items will be inspected by our or the manufacturer's service department to determine the existence of a defect. We / they reserve the right and option to replace, repair, deny return or issue credit. In the rare case of a denied return, we / they will contact the customer to determine what you want done with your product. All shipping costs outside of the trial period are the responsibility of the purchaser.

Placing an order with Awesome Area Rugs will be your acceptance of the above Return and Warranty policies. If you do not agree to these policies then we respectfully ask that you please purchase elsewhere. Thank you.