Refund policy
REFUND & RETURN POLICY
Last Updated: September 2026
At Aktiv Rugs, we want customers to be confident in their purchases. If a rug is not the right fit for your home, eligible items may be returned in accordance with the terms below.
30-DAY RETURN WINDOW
Eligible items may be returned within 30 days of the original delivery date.
To qualify for a standard return:
• The rug must be in new, unused condition and free from dirt, stains, pet hair, odors, damage, or other signs of use.
• The rug should be returned in its original packaging with applicable manufacturer tags and labels intact.
• A Return Merchandise Authorization (RMA) must be requested and approved before the item is shipped back.
HOW TO INITIATE A RETURN
1. REQUEST A RETURN AUTHORIZATION
Contact info@aktivrugs.com within 30 days of delivery.
Please provide:
• Your order number
• The reason for the return
• Photographs of the rug and its condition when requested
2. RECEIVE RETURN INSTRUCTIONS
Once your return request is approved, Aktiv Rugs will provide return instructions, including the appropriate return address and authorization information.
Do not return merchandise to the Aktiv Rugs business address unless specifically instructed to do so.
3. PACKAGE AND SHIP THE RETURN
Securely package the rug for return using the original packaging whenever possible.
Customers are responsible for obtaining a trackable return shipment and retaining the tracking information until the return has been completed.
Returns sent without prior authorization may be delayed or may not be eligible for processing.
RETURN SHIPPING AND RESTOCKING FEES
Return Shipping:
For standard returns due to preference, size, color, or other non-defective reasons, return shipping costs are the responsibility of the customer.
Restocking Fees:
Items returned in new, unused condition with their original packaging are eligible for a refund of the merchandise purchase price without a restocking fee.
Items that are eligible for return but arrive without original packaging or require additional handling or repackaging may be subject to a restocking fee of up to 15%.
Items showing signs of use or damage caused after delivery may be ineligible for a refund.
Original expedited shipping charges, if any, are non-refundable unless otherwise required by law.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your rug arrives damaged, defective, or materially different from the item ordered, contact info@aktivrugs.com within 7 days of delivery.
Please provide:
• Your order number
• Photographs of the product
• Photographs of the shipping packaging when applicable
• A description of the damage, defect, or incorrect item
After reviewing the information, Aktiv Rugs will provide instructions for resolving the issue.
For verified damaged, defective, or incorrect items, Aktiv Rugs will cover applicable return shipping costs and provide an appropriate replacement, exchange, or refund at no additional cost to the customer.
ITEMS INELIGIBLE FOR RETURN
Returns may be denied when:
• The return is initiated more than 30 days after delivery.
• The product has been used, altered, trimmed, washed, improperly treated, or otherwise modified.
• Manufacturer identification tags or labels have been removed or materially altered.
• The rug shows signs of household use, stains, odors, pet damage, excessive soil, or customer-caused damage.
• The item otherwise fails to meet the return conditions stated in this policy.
REFUND PROCESSING
After an authorized return is received, its condition and eligibility will typically be evaluated within 3–5 business days.
Approved refunds will be issued to the original payment method, less any applicable fees disclosed under this policy.
After a refund is issued, your financial institution may require approximately 5–10 business days to post the credit to your account.
CONTACT US
For questions about returns, refunds, damaged items, or an existing order:
Aktiv Rugs
Operated by Aktiv Sense LLC
Business Address:
1801 NE 123rd St, Suite 300
North Miami, FL 33181
Email: info@aktivrugs.com
Phone: (786) 228-6801
Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM ET