Refund policy

Refund & Return Policy

At Aktiv Rugs, we want you to be completely confident in your purchase. We encourage you to unroll your rug, evaluate the colors in your space's natural light, and experience its texture firsthand.

If a piece is not the right fit for your home, our return process is straightforward. Because our collections ship directly from regional artisan craft facilities and specialty fulfillment centers, all returns must follow the guidelines detailed below.

30-Day Return Window

You may return eligible items within 30 days of the original delivery date for a refund of the product purchase price.

To qualify for a standard return:

  • The rug must be in brand-new, unused condition (free from pet hair, dirt, stains, smoke odors, or signs of wear).

  • The item must be returned in its original protective packaging with all factory tags, labels, and tracking barcodes intact.

  • An official Return Merchandise Authorization (RMA) Number must be requested and approved prior to shipping the item back.

How to Initiate a Return

  1. Request an RMA Number: Contact our support team at info@aktivrugs.com within 30 days of receiving your rug. Please include:

    • Your Order Number

    • Clear photographs showing the rug in clean, unrolled/re-rolled condition

    • The specific reason for the return

  2. Receive Shipping Instructions: Once authorized, we will issue an official RMA number along with the designated return warehouse facility address.

  3. Package & Dispatch: Carefully re-roll and secure the rug in its original protective packaging. Clearly write your RMA number on the exterior label. Ship the parcel via a trackable carrier (UPS or FedEx) and send us the return tracking number.

Important: Shipments returned without an authorized RMA number cannot be received by our warehouse teams and cannot be processed for credit.

Return Shipping & Restocking Details

  • Return Shipping Costs: Return freight costs are the responsibility of the customer. Because our items are large home furnishings, we recommend retaining the original carrier packaging and purchasing shipping insurance with end-to-end tracking.

  • Restocking Fees: Items returned in brand-new condition in their original factory packaging receive a full merchandise refund. Items returned without original packaging, showing signs of handling, or requiring repackaging by our warehouse inspection team are subject to a minimum 15% restocking fee to cover warehouse re-tagging and inspection costs.

  • Non-Refundable Charges: Any original expedited shipping fees paid at checkout (if applicable) are non-refundable.

Damaged or Defective Items (Transit Protection)

We inspect all shipments prior to carrier dispatch, but transit damage can occasionally occur.

  • Reporting Window: If your rug arrives damaged or shows manufacturing defects, you must notify us within 48 hours to 7 days of delivery so we can file an immediate carrier claim.

  • Resolution: Email info@aktivrugs.com with your order number and clear photos showing the damaged shipping wrap, the shipping label, and the specific defect.

  • Replacements: Upon verification and issuance of an RMA, we will arrange an immediate replacement or full exchange at zero cost to you. If you decline a complimentary replacement and opt for a refund instead, the request will be processed under our standard return guidelines.

Items Ineligible for Return

A return cannot be accepted, and all warranties are voided, if:

  • The return is initiated beyond the 30-day delivery window.

  • The product has been altered, trimmed, washed, spot-treated with harsh unapproved chemicals, or otherwise defaced.

  • Product identification tags, barcodes, or manufacturer labels have been removed, cut, or tampered with.

  • The rug exhibits obvious signs of sustained household use, pet damage, or heavy soil.

Refund Processing Time

Once your return arrives at the inspection depot, our team verifies condition, completeness, and packaging within 3 to 5 business days.

Upon approval, your refund (minus any applicable restocking fees) will be credited automatically to your original payment method. Depending on your financial institution, funds typically reflect on your bank statement within 5 to 10 business days.