Refund policy
We clean rugs by hand washing and hand finishing each rug individually. We guarantee cleanliness of every rug we wash, but we cannot guarantee complete stain removal or removal of color migration.
Inspections
All rugs are inspected upon arrival and if there is a problem, we advise you immediately before rug washing begins. Our quality control inspector also inspects all rugs after completion.
7-Day Satisfaction GuaranteeWe offer a 7-day satisfaction guarantee, which means you have 7 days after receiving your cleaned rug to request a re-cleaning if you are not happy with the results.
Eligibility for Re-cleaning:
- Your rug must be in the same condition as when it was returned to you, with tags and in its original packaging.
- You’ll also need the receipt or proof of service.
- Not every request for re-cleaning is eligible. Eligibility is determined based on the condition of the rug and the nature of the complaint.
Non-eligible Re-cleaning Requests:
- Rugs that have been used or damaged after the initial cleaning.
- Rugs that have been altered in any way since the initial cleaning.
- Requests without proper proof of service.
- Requests made after the 7-day satisfaction guarantee period.
How to Request a Re-cleaning:
- Contact us at info@rugspa.com within 7 days of receiving your cleaned rug.
- Please note that re-cleaning requests will need to be sent to the following address: [Insert Address Here].
- If your re-cleaning request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your rug. Rugs sent back to us without first requesting a re-cleaning will not be accepted.
For any questions about re-cleaning, contact us at info@rugspa.com.
Exceptions / Non-Re-cleanable Items
Certain types of rugs and conditions are not eligible for re-cleaning:
- Custom or Personalized Rugs: Rugs that have been customized or personalized after wash in any way.
- Heavily Damaged or Contaminated Rugs: Rugs that are heavily damaged, contaminated with hazardous materials, flammable liquids, or gases, or have been altered since the initial cleaning.
- Rugs with Structural Damage: Rugs with significant structural damage, including tears, severe wear, or other conditions that compromise the integrity of the rug.
Damages and Issues
Please inspect your rug upon reception and contact us immediately if it is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your rug, and let you know if the re-cleaning request was approved or not. If approved, we’ll proceed with the re-cleaning process. If more than 15 business days have passed since we’ve approved your re-cleaning request and you haven't received any updates, please contact us at info@rugspa.com or 1-800-624-7847