Customer Service Policies: Rugs

Canceling an Order

Diamond Rug Gallery and our various manufacturers process and ship customer orders as expediently as possible. Due to the fast-moving nature of this process, it is not possible for us to cancel an order once it has been processed. The exception to this is in the event of a backorder.

If you wish to cancel an item on back order, we will make every attempt to do so. Please email Diamond Rug Gallery at:

[email protected]

to request a cancellation form. When the cancellation of the backorder is confirmed, customer service will notify you via email.

Pricing Errors

Diamond Rug Gallery works diligently to post to the online store correct prices for all products. If a product is incorrectly priced too low or too high and that error is caught by customer service as they process the order, customer service will email the customer to inform he or she of the error and to inquire whether the customer wishes to complete the purchase at the correct price. If the customer declines, the order will be cancelled, and the customer will not be charged.

In cases in which Diamond Rug Gallery does not catch the error in pricing until after the order has been processed and the product was priced too low, then Diamond Rug Gallery will absorb the loss and the customer will not incur any additional charges. If Diamond Rug Gallery does not catch the error in pricing until after the order has been processed and the product was priced too high, then Diamond Rug Gallery will inform the customer and refund the difference.

Return, Exchange, and Refund Policies

NON-DEFECTIVE PRODUCT(S)
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 [email protected] 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 [email protected].
• 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 [email protected].

DEFECTIVE PRODUCT(S)

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 [email protected] 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 [email protected] 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.

SAMPLE SWATCHES

SAMPLE SWATCHES (USUALLY 1’6” X 1’6”) ARE NOT ELIGIBLE FOR RETURN.

Rugs as Compared to Their Photos

Diamond Rug Gallery spends a great deal of time ensuring that our rugs are shown to you as accurately as possible. However, please keep in mind that the color calibration of desktops, laptops, tablets, smart phones, and monitors, as well as digital cameras, can vary greatly.

Shipping Policy

Shipping within the Continental United States
Diamond Rug Gallery offers FREE SHIPPING for all items to the continental United States. Please note that we cannot deliver to P.O. Boxes or APO/FPO addresses.

Shipping to Alaska, Hawaii, and U.S. Territories
Please email Diamond Rug Gallery at:

[email protected]

or call us at:

(407) 250-6784

to request a custom quote for shipping fees to Alaska, Hawaii, and U.S. territories.