Returns and Exchanges

ORO RETURN POLICY

ORO aims to uphold the integrity of every product we sell and guarantees 100% satisfaction for our customers. In the event of any issues with our products, we have outlined a return policy to ensure that all problems are effectively resolved in a convenient and timely manner.


ONLINE RETURNS & EXCHANGES

You may return any item you ordered within 10 business days of receiving your item(s). A refund in the amount of the item you wish to return will be reimbursed to the card from which you place the order with, minus a 10% restocking fee, shipping cost and handling fees.

  • Contact us for a Return Authorization number (RA#) within 10 days of receiving your order.  We cannot accept returns without a RA#.
  • Package your order in the original packaging or equivalent packaging in order to protect the shipment.
  • Write the RA# and your contact information (Name, Address, City, State, Zip) on the outside of your package.
  • Drop off or arrange pickup instructions from a shipper of your choice. We suggest that you add insurance to your shipment.
  • Once Oriental Rugs Outlet in Louisville, KY receives your return, your account will be refunded within 3-4 weeks.
  • Any items returned without an RA# or not returned within 10 business days are subject to refusal or a minimum 35% restocking charge. 
  • If returned items are damaged or dirty, we have the right to refuse the return and/or charge additional fees.
  • Items being returned must be received by our warehouse within 7 days of your RA# being issued.

Qualifications for a Refund: To be eligible for a refund, the rug must be in a clean, undamaged and untampered condition. Please retain any original packaging to return the enclosed rug within. Do not staple, fold, clip, tape, glue, or bind any part of the rug; simply roll up the rug to fit securely within the packaging.

IN-STORE RETURNS

You may return any item purchased online at our outlet location:

11300 Decimal DR.

 Louisville, KY 40299. 

Once the item has been inspected, you will receive a 100% refund. 

 

EXCHANGES

The restocking fee will be waived if you decide to exchange your item for one of equal or greater value. You are responsible for all return shipping costs. You must place your order at the time of requesting your RA#.

You are also able to exchange the rug at our outlet location. In addition, save 20% off of the online price when you make an exchange or purchase in-store.

Defective or Damaged Returns

Although ORO inspects all products prior to shipping and guarantees quality merchandise, accidental shipping damage may occur. Uponreceiving your ordered product, please open the package and thoroughly inspect the merchandise with the driver present. If the goods were damaged in transit, they must be refused upon delivery. Note: Although the outside of the packaging may be intact, handcrafted merchandise can be susceptible to damage even inside packaging. Please contact Customer Serviceimmediately if you have received and/or refused a damaged item. ORO will be happy to provide a replacement or issue a full refund.Corresponding photographs of any damaged products will assist in the case of requesting replacement merchandise or receiving a refund. Please keep all original packaging for returning items. Note: In order to be considered “defective or damaged,” damaged items must be reported within 48 hours. 

Non-Defective Returns

Although ORO strives to provide the most accurate colors possible in our digital images, differing computer monitors may exhibit variations in color between the actual product and the screen display. Depending on the size of the rug, patterns and colors may vary. In addition, many of our rugs are handmade and slight color or pattern variations between dye lots and individual rugs are normal. In the event the customer is not satisfied with a non-defective item, the merchandise can be returned in original condition within 10business days of receipt and receive a full refund. All freight and shipping charges associated with returning any non-defective product are the responsibility of the customer.  Returned items will also be subjected to a 10% restocking fee. Returns will not be accepted after 10 business days of receipt.

 Unable to Complete Delivery

ORO strives to ensure prompt delivery of your ordered merchandise and will always make an effort to be accommodating. In accordance with all major shipping companies, we make up to 3 delivery attempts. If the package delivery is unsuccessful after 3 attempts, the order will be returned to the shipping location. The customer is responsible for rejected delivery charges. If any delivery assistance is needed, please contact Customer Service.

 

Cancellation of Order

Once an order is placed with Orugso.com, the customer receives a notification email outlining the order specifications. The verification of the information provided in the email is expected and any modifications to shipping or cancellation must be made at that time. ORO does not acceptcancellations once the order has been shipped and any cancellations made after the shipping will be regarded as a regular return.

 

Refusal of Package

The customer will be held responsible for initial shipping charges in addition to return charges if the package is refused upon delivery. In such a case, the reissuance of a refund will most likely be delayed as ORO prioritizes the refunds of customers who request return authorization.

 

Time to Ship Return

Upon contacting ORO for your return request, one of our customer representatives will provide you with your RA# and instructions for processing your return order.Items being returned must be received by our warehouse within 7 days of your RA# being issued.

 

Receipt of Refund

It takes 7 to 10 business days upon receiving your returned item to process your refund. Online orders will be reimbursed through the credit card payment provided upon initial purchase.

 

NON-RETURNABLE or EXCHANGEABLE ITEMS

 

  • All Clearance items, custom made or cut to size items are not returnable or exchangeable.
  • Custom-made rugs, sample size rugs (2"x3" or smaller) and rug pads are not returnable or eligible for merchandise credit.