Returns & Refunds
Any rug bought from Wovenhall may be returned within 30 days of delivery, no reason required. Below we explain the conditions, the process, who covers which cost, and how quickly your refund arrives.
Return window
30 days from delivery
Return shipping
Covered by us when the rug is faulty or incorrect; covered by you for a simple change of mind
Refund time
3 to 10 business days after the rug reaches our workshop
Refund method
Returned via the same method you used to pay
Section · 01
Conditions
To qualify for a refund, the rug must be returned within 30 days of delivery in unused, unwashed and unwalked-on condition, with all original manufacturer hang-tags attached and the protective packaging sleeve and hygiene seals intact. Rugs showing evidence of installation, fiber crushing, odors, pet exposure or cleaning attempts will not be accepted. Custom-cut, made-to-order and final-sale items are excluded from this policy as stated in our Terms of Service.
For hygiene and pest-control reasons, rug pads and underlays removed from their original sealed packaging, rugs with broken hygiene seals, and any floor covering showing signs of being laid, walked on or exposed to household pets cannot be accepted for return under Canadian consumer protection regulations governing textile floor products.
Section · 02
How to Send a Rug Back
- Submit a return request to our support email at [email protected] with your order number and reason for return
- Receive an RMA return authorization number and the designated return address from our support team
- Pack the rug securely in its original protective sleeve and cardboard core with all hygiene seals and hang-tags intact to prevent transit damage
- Receive your refund within 3-10 business days after the returned item passes our quality inspection
Section · 03
Who pays return shipping
When a rug arrives faulty, damaged or not as ordered, we cover the return, sending a prepaid label or arranging a courier collection. If you simply changed your mind, you cover the return shipping and nothing further is deducted.
Section · 04
Refund timing and method
The refund follows within 3 business days once the rug has passed inspection. Orders paid cash on delivery are refunded by bank transfer to an account you specify; orders paid by bank transfer are returned to that same account. Banks typically process this within 1 to 5 business days.
Section · 05
What to Expect, Case by Case
| Situation | What we do | Cost to you |
|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | We send the correct rug and collect the wrong one | None |
| Parcel lost | A replacement or full refund once the courier traces the parcel | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A full refund of the rug's price | Return shipping only |
Section · 06
Exchanges
To exchange for a different size, colourway or design, follow the return steps above and place a new order; we refund the returned rug as soon as it arrives. Where the exchange results from our error, the new order ships free of charge.
Section · 07
Cancelling an order
An order may be cancelled at no cost until it leaves our workshop. Write to [email protected] with your order number. Once dispatched, the standard return process applies.
Section · 08
Questions about this policy
Write to [email protected] or call +1 (705) 477-5421 during Mon-Fri 07:45-15:30. We respond to every message within one business day.
- Merchant
- Wovenhall Home Goods Inc.
- Registered address
- 93 Regent St, Sudbury, ON P3E 3Z9, Canada
- Email
- [email protected]
- Phone
- +1 (705) 477-5421
- Working hours
- Mon-Fri 07:45-15:30
- Registration
- BN: 617403975RC0001
Wovenhall