Customer Service Policies: Rugs

Customer may return NON-DEFECTIVE PRODUCT(S) (excluding sample swatches 1’6” x 1’6”) within thirty (30) days from date of delivery if the following terms are met by customer:

• Customer must return the product(s) in an undamaged and new condition. If upon return, it is determined that the product(s) is damaged or worn due to usage, the customer will be responsible for the cost of the rug plus all shipping charges.
• Customer must request, complete, and return via email a Return Merchandise Authorization Form (RMA) within fourteen (14) days from date of delivery.
• Customer must email completed RMA to customerservice@diamondruggallery.com within fourteen (14) days from date of delivery.
• Customer may not ship any product(s) back to Diamond Rug Gallery or manufacturer until he/she has received an RMA number.
• Customer must ensure the product(s) is securely wrapped in plastic with the RMA number clearly visible on the outside of the package as shown in the photo to the right.  Open your product(s) carefully.  If the original packaging material is in good condition, you may reuse it.  Make sure all open/loose ends are securely sealed with packing tape.  If you cannot reuse the packaging, a heavy-duty disposable plastic painter’s tarp (available at most hardware stores) is a great substitute.  Make sure to remove all original packing labels before return shipping.  Diamond Rug Gallery highly recommends that customer purchase insurance and tracking for any product(s) being returned, since the customer is responsible for any and all damages or losses occurring during return shipment.
• Customer will be responsible for all return shipping charges.
• Customer will be charged a twenty (20%) restocking fee on all returns of non-defective product(s).
• If Diamond Rug Gallery grants a refund on a non-defective item(s), the customer will receive a refund to his or her original form of payment or in the form of in-store or online store credit minus a twenty (20%) restocking fee.
• Customer will not receive a refund or an in-store or online store credit if the product(s) is damaged during return transit because of customer’s poor repackaging or transit company’s actions. Diamond Rug Gallery highly recommends that customer purchase insurance and tracking for any product(s) being returned, since the customer is responsible for any and all damages or losses occurring during return shipment.
• If customer refuses the shipment for any other reason than that the package arrived damaged, the return shipping fees will be deducted from the refund along with a twenty (20%) restocking fee. Customer must immediately inform Diamond Rug Gallery that package was refused by email at customerservice@diamondruggallery.com.
• In cases where the customer refused the shipment because the package arrived damaged and Diamond Rug Gallery was charged for the return shipping, the corresponding shipping fees will be deducted from the refund in addition to the twenty (20%) restocking fee mentioned above. Customer must immediately inform Diamond Rug Gallery that package was refused by email at customerservice@diamondruggallery.com.

Customer may exchange DEFECTIVE PRODUCT(S) (including sample swatches 1’6” x 1’6”) for an identical non-defective product(s) within seven (7) days from date of delivery if the following terms are met by customer:

• Customer must request, complete, and return via email a Return Merchandise Authorization Form (RMA) within three (3) days from date of delivery.
• Customer must email completed RMA to customerservice@diamondruggallery.com within three (3) days from date of delivery.
• Customer may not ship any product(s) back to Diamond Rug Gallery or manufacturer until he/she has received an RMA number.
• Customer must submit at least one photograph of each item along with RMA if customer is claiming damages or defects so that the waiving of the restocking fee may be considered.
• Customer must photograph and save all the packaging material and immediately notify customerservice@diamondruggallery.com in the rare event that the product(s) is damaged in transit and the customer was not physically present to refuse it.
• Customer must ensure the product(s) is securely wrapped in plastic with the RMA number clearly visible on the outside of the package as shown in the photo to the right.  Open your product(s) carefully.  If the original packaging material is in good condition, you may reuse it.  Make sure all open/loose ends are securely sealed with packing tape.  If you cannot reuse the packaging, a heavy-duty disposable plastic painter’s tarp (available at most hardware stores) is a great substitute.  Make sure to remove all original packing labels before return shipping.  Diamond Rug Gallery highly recommends that customer purchase insurance and tracking for any product(s) being returned, since the customer is responsible for any and all damages or losses occurring during return shipment. 
• Customer will not receive an exchange if the product(s) is damaged during return transit because of customer’s poor repackaging or transit company’s actions. Diamond Rug Gallery highly recommends that customer purchase insurance and tracking for any product(s) being returned, since the customer is responsible for any and all damages or losses occurring during return shipment.
• Customer will not be responsible for return shipping charges of the defective product(s) nor for the charges to ship the identical non-defective product(s) to customer in exchange, barring damage during return transit because of customer’s poor repackaging or transit company’s actions.