Store Policy

If you are looking to contact us, please Click Here for all ways to reach a Plaza Rugs professional.

If you are not happy for any reason your rug purchase, you may return the item(s) within 30 days of receiving your order for a full refund of merchandise cost as long as the rug is in fully resalable condition (no stains, no damage, no abuse). The customer is responsible for shipping cost back to the warehouse including any free or promotional items included with purchase. We will charge you NO restocking fees. All return request and cancellations must be in writing.

If another item was bundled with your purchase (for example, a rug pad), you must return this bundled item with prepaid shipping as well. If bundled item is not returned, the client will be refunded less the sale price of the bundled item. If a purchase is refused at time of delivery, once the item is returned you will be credited for the item less a 10% return ship charge fee.

Custom Orders: Plaza Rugs offers some designs in custom sizes. Since this is a rug that is made custom, just for you, all orders are final. Custom orders require a 50% non-refundable deposit at the time of order. The remaining 50% will be charged when the order ships to you.

Sample Program: Plaza Rugs offers a Sample Program on a large selection of area rugs. Our sample program is $20 per sample, and the sizes vary from 1ft x 1ft to 24" x 36". These rugs are offered so our customers can sample a rug that they may want in their home without the risk of having to ship a large rug back, which can cost sometimes $50 or more. All sample orders include both shipping to you and back to the warehouse. The $20 is credited if you decide to order the rug that was sampled. If you see a rug and don't see a sample size, please contact us! Many of our samples may not be listed on the site. Samples that are not returned after 30 days will be charged in full for retail price of $75.

Damages:Luckily damages are very rare since rugs have no moving parts and are tightly rolled and wrapped when shipped. However in rare cases damage may occur. If your rug is damaged please contact us immediately. We will make it right and gladly pick up the rug and replace with a new one as soon as possible. If, however, you decide you do not wish to receive a replacement, the standard return policy applies. Since custom orders are final sales, any damages of custom rugs will either be repaired to a like-new condition if it is repairable, or a new replacement will be shipped.

Promotional Items:Promo items offered free with purchase of another item, such as rug pads, are offered in the continental United States only. If the main item is returned, the free promo item must also be either be shipped back to Plaza Rugs or purchased at retail value. For your convenience, free promo items are typically shipped 30 days after receipt of main item, however we're happy to ship it sooner if requested.
If you need to return your rug please follow these steps:

  1. Fill out our contact us form with your order number and reason for return. We will e-mail you a return authorization number and address.
  2. Wrap rugs in secure packaging. (Please do not affix tape directly onto rug)
  3. Ship back to address fully insured with tracking number(s). Once the rug has been received by warehouse staff, we will credit the card that was used for the rugs purchase. IMPORTANT: Returns must be made within 14 days of Return Authorization date .