Return and Exchange Information
To return merchandise, you must contact us first to get an authorization code for the returned merchandise. Email: khouris@onbrand24.com or call us (877-330-7847) to get the authorization code with specific instructions about how to return items.
Please note that you are responsible for return shipping costs and refunds are subject to a 25% restocking fee. If merchandise is returned due to a defect or error on our part, we will refund the entire amount of purchase and any shipping charges.
Wrap any returned item in the original packaging or equivalent, and use tape to secure it. Return items will be inspected upon arrival, and items that have been soiled or damaged may be refused or cause you to incur additional fees. Refunds may take up to six weeks to fully process, though it is our goal to process all refund requests expeditiously.
All Area Rugs, Except Persian Area Rugs
Rugs must be returned within 30 days of delivery. Merchandise must be returned in its original packaging or equivalent.
Refund Terms
- Oriental / Traditional / Persian Area Rugs: these rugs must be returned within 20 days of delivery in order to receive a refund. Merchandise must be returned in its original packaging or equivalent.
- All Other Rugs: must be returned within 30 days of delivery in order to receive a refund. Merchandise must be returned in its original packaging or equivalent.
- Rug Care Items & Rug Accessories: Rug care items and rug accessories (i.e., rug pads) must be returned within 30 days of delivery in order to receive a refund.
Damaged Merchandise
If your shipment shows visible signs of damage on receipt, please attempt to open it in the presence of the delivery person. If the contents of the package are damaged due to the shipping process, make sure this is documented on the shipping manifest. Damage due to shipping must be reported within 7 days.
Contact Khouris Oriental Rugs and Carpeting (877-330-7847) immediately so that we can address and resolve the problem. Retain all packaging materials. If possible, take a photograph of the damaged package, as this can assist in the claims process.