Refund policy

TRIALS

Carpet Culture offers trials for products at your location with the presence of a representative for a duration of 10-15 minutes. The trial is provided to assess if the rug perfectly fits your space. Please note that trials are available only for in-person visits to our SoHo gallery. Online orders do not qualify for the trial policy.

If you wish to purchase the rug after the trial, a representative will issue you an invoice, and payment can be made online via Debit/Credit card. Once the payment is successfully processed, the representative will leave the premises with a delivery confirmation signature from you.

RETURNS

  1. All sales are final, and no refund will be issued for any sold rugs unless it qualifies under the conditions mentioned below.

  2. Refunds are applicable only for regular priced items; sale items, clearance sale items, selected holiday or seasonal sale items, and discounted rugs are non-refundable.

EXCHANGE

  1. Carpet Culture will replace items only if they are defective or damaged. To request an exchange, please call us at 212-219-2315.

  2. In certain conditions, with proper approval, Carpet Culture may offer an exchange credit on certain rugs. To be eligible for an exchange credit, the returned product must be in its original condition at the time of purchase.

  3. The new product chosen for exchange must be of similar or higher value. If the value of the new exchanged product is lower than the original product, the difference amount will be issued as a Store Credit or Store Gift Card. No amount (full or partial) will be refunded to the original payment method.

  4. Rug pads purchased with the rug are considered final sale and are not eligible for exchange credit or refund.

REFUNDS (if applicable)

  1. If your return is approved, a 10% relisting charge will be applied to your balance before processing the refund.

  2. After deducting the relisting charge, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 business days.

  3. If your return is not approved, you will receive store credit of the full amount, which can be used towards any future purchase or services from Carpet Culture. Store credits issued from January 1, 2021, will never expire.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take some time before your refund is officially posted.
  3. If you've completed the above steps and still have not received your refund, please contact us at info@carpet-culture.com.

RETURN SHIPPING

  1. To return a product, mail it to Carpet Culture, 392 Broome Street, New York, NY, 10013, United States.

  2. Customers are responsible for the shipping costs associated with returning the item. Shipping costs are non-refundable.

  3. If you are returning an item over $75, consider using a traceable shipping service or purchasing shipping insurance, as Carpet Culture does not guarantee the receipt of returned items.

SEASONAL SALES / DEALS

Seasonal sales or deals are 100% non-refundable and not eligible for trials. All sales of these products are final.

By implementing this strict and comprehensive policy, Carpet Culture aims to ensure transparency, customer satisfaction, and compliance with legal standards in its ecommerce operations.