Refund policy

RUGKEY Return and Refund Policy

Thank you for shopping with RUGKEY. We take great care in the quality and packaging of every handmade rug. This policy outlines the conditions under which returns and refunds may be considered.

Delivery Confirmation and Unboxing Requirement

Once your order has been delivered, you will receive an email from RUGKEY requesting that you unbox the product.

You are required to submit a clear, continuous video of the unboxing process that shows the product is free from damage. This video must be submitted within 48 hours of delivery.

Failure to submit the required unboxing video within the 48-hour window may affect your eligibility for any claims related to damage or defects.

Eligibility for Returns and Refunds

  • Claims for damaged or defective products will only be considered if the unboxing video is submitted within 48 hours of delivery and clearly shows the condition of the product upon receipt.
  • The product must be unused, in its original condition, and free from any additional damage caused after delivery.
  • Custom or made-to-order items may be subject to different terms and are generally non-returnable except in cases of verified manufacturing defects or damage confirmed through the required video evidence.

How to Submit a Claim

To report any issue, please contact us at support@rugkey.com within the 48-hour period and attach the unboxing video. Include your order number and a brief description of the concern.

Our team will review the submitted video and respond with the next steps. Approved claims may result in a replacement, repair, or refund at the sole discretion of RUGKEY, depending on the nature of the issue.

Refund Process

If a refund is approved, it will be processed to the original payment method used for the order. Please allow reasonable time for the refund to appear, depending on your bank or payment provider.

Important Notes

  • RUGKEY is not responsible for damage that occurs after delivery or that is not documented in the required unboxing video submitted within 48 hours.
  • Shipping costs associated with returns (if applicable) will be assessed on a case-by-case basis.
  • This policy does not affect any statutory rights you may have under applicable consumer protection laws.

For any questions or to submit a claim, please contact us at support@rugkey.com.

We appreciate your understanding and cooperation in helping us maintain the highest standards of product quality and customer service.

— RUGKEY Team