Return & Refund Policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. If you’re not fully happy with your logo mat, please review our return and refund policy below. Note: Handmade rugs are not eligible for returns or refunds due to their unique and custom nature.

1. Returns

  • Eligibility: If your logo mat is unused and in its original condition, you may return it within 30 days of receipt for a full refund.
  • Custom Products: Custom logo mats are eligible for returns only if there is a defect in the design, materials, or workmanship. Returns due to design preference or minor variations in color are not accepted.
  • Non-Eligible Items: Handmade rugs, sale items, and any items that show signs of use are not eligible for return.

2. Refunds

  • Processing Refunds: Once we receive and inspect your returned item, we’ll notify you of the status. If approved, your refund will be processed within 5 business days to your original payment method.
  • Partial Refunds: If a returned item is not in its original condition, a partial refund may be issued based on the condition of the mat upon inspection.

3. Exchanges

  • Exchanges for Defects: If your logo mat arrives with a defect, we offer an exchange for the same item at no additional cost. Please contact us within 30 days to arrange for an exchange.
  • Custom Mat Exchange: For custom items with design defects or production errors, we’ll either replace or correct the product to meet the original design specifications.

4. Return Shipping Costs

  • Free Returns for Defects: If you are returning a mat due to a defect, Rugster will cover return shipping costs within European countries & UK. We will provide a prepaid shipping label upon request.
  • Other Returns: For non-defective returns, customers are responsible for return shipping costs.

5. How to Start a Return or Exchange

To begin a return or exchange, please contact us through Contact us. Include your order number, reason for return, and, if applicable, photos of the product defect. Our team will respond within 3 business days with further instructions.