Politique de remboursement
Before You Order
Need help choosing the right size or style? Try our Room Visualizer or contact us before ordering. We're happy to help you find the right rug for your space
Refund, Return & Shipping Policy – Casa Rugs N’ Rooms
At Casa Rugs N’ Rooms, your satisfaction is our top priority. Please read our policy carefully to understand your options for returns, exchanges, and shipping.
1. Shipping & Delivery
Free Pickup
- Available for items marked “Available-in-Store”.
- Pickup can be arranged within 24 hours at our Kingston, Ontario store.
- Select Pick Up at Checkout, and we’ll notify you when your item is ready.
Shipping
- Orders are shipped within 48 hours of placement.
- A tracking number will be provided once your order is dispatched.
- Oversized items may require special handling; our team will contact you if needed.
- Track your shipment via the courier link provided in your shipping confirmation email. Allow up to 24 hours for tracking updates.
- Questions about shipping? Call us at 613-970-0511.
2. Returns & Exchanges
Online Purchases
- You have 7 days from delivery to return or exchange items that do not meet your expectations.
- Items must be unused, clean, and in original packaging, free from stains, odors, or pet exposure.
- Non-returnable items: Custom or special-order products, rug pads (once packaging is opened), clearance or discounted items (store credit or exchange only).
- Restocking Fee: Up To 20% restocking fee may applies to all returns.
- To process a return:
- Log into your Casa Rugs N’ Rooms account.
- Select “Complete Orders” and click “Return Item(s)”.
- We’ll notify you once your return is processed and your refund is issued.
In-Store Purchases
- Returns accepted within 3 days with original receipt and unused condition.
- Regular-priced items: Refund available, items must be unused, clean, and in original packaging, free from stains, odors, or pet exposure.
- Sale items: Final Sale / Clearance items are exchange or store credit only. Regular sale-priced rugs may be eligible for return under our policy unless marked Final Sale.
- Non-returnable items: Rug pads once opened.
- Products become final sale after 3 days.
Damaged or Defective Items
- Inspect your order upon delivery.
- Report damaged, defective, or incorrect items within 24 hours.
- We will arrange a replacement, repair, or refund at no additional cost.
3. Shipping Fees & Return Costs
- Original shipping charges are non-refundable, except in cases of error on our part (wrong or defective item).
- Return shipping costs are the responsibility of the customer unless otherwise noted.
- In-person returns can be made at any Casa Rugs N’ Rooms location.
- Pickup for returns is available at an additional fee, starting at $35 + taxes within our local delivery area; fees vary for other zones.
4. Refund Processing
- Refunds are processed within 5-10 business days after inspection. Bank processing times may vary.
- Refunds are issued to the original payment method.
5. Non-Returnable Items
- Custom or special-order products
- Rug pads (once opened)
- Clearance or discounted items (store credit/exchange only)
- Mattresses, box springs, and bedding (if applicable)
6. Product Warranty
- Most furniture carries a 1-year manufacturer’s warranty, unless otherwise stated.
- Some products (e.g., mattresses) have separate warranty terms listed on the product page.
- Warranty claims are handled by the manufacturer or supplier and are evaluated case by case.
- Items misused or damaged beyond normal use may not qualify for warranty.
- For assistance, contact info@casarugsnrooms.ca.
7. Contact Us
For any questions, concerns, or assistance with returns, shipping, or warranty claims:
Email: info@casarugs.ca
Phone: 613-970-0511