Returns and Refunds

Returns & Refunds Policy – USA Only

1. Return Eligibility

• We accept returns within 60 days of delivery for items that are unused, in original packaging, and in the same condition as received.

• Items that are used, damaged, or altered are not eligible for return.

• Customized or personalized products are non-refundable.

2. Return Process

• To initiate a return, contact our support team at service@montvoorugs.com with your order number and reason for return.

• We will provide a return authorization and shipping instructions.

• Customers are responsible for return shipping costs, unless the item is defective or the wrong product was sent.

3. Refunds

• Once we receive your returned item and inspect it, we will notify you by email about the approval or rejection of your refund.

• Approved refunds will be processed to your original payment method within 7 business days.

• Shipping costs (original or return shipping) are non-refundable, except for defective or incorrect items.

• Order Protection fees are non-refundable once an order has been shipped, as coverage begins when the package enters transit.

4. Exchanges

• We currently do not offer direct exchanges.

• To exchange an item, please return the original item for a refund and place a new order for the desired product.

5. Damaged or Incorrect Items

• If your order arrives damaged or incorrect, contact us within 7 days of delivery.

• Provide your order number and photos of the item.

• For defective or incorrectly shipped items, we will offer a replacement or full refund, including applicable shipping costs.

6. Order Protection

• If you purchased Order Protection at checkout, your shipment may be eligible for coverage in the event of loss, theft, or damage during transit, subject to the applicable Order Protection terms.

• If your protected order experiences a shipping-related issue, please Start a Claim and provide the requested order and shipment information.

• Order Protection fees are non-refundable once the order has shipped, including when other items in the order are later returned for a refund.

• Order Protection applies to eligible shipping-related incidents and does not replace our standard return policy for unwanted, incorrectly sized, or non-defective products.

7. Non-Returnable Items

• Kindly note that custom-made rugs or any personalized products cannot be returned or exchanged unless there is a quality issue.

• Gift Cards

• Used or altered items

• Order Protection fees after the order has shipped

8. Policy Changes

• We reserve the right to update this policy at any time.

• Any changes will be reflected on this page.