Refund policy
If you don't like it in 30 days we'll refund you every penny no questions asked
We pay the shipping and it's fine if you've used it
That is the policy. Everything below is only how it works.
How to return an item
Write to us at support@rugzella.com. We will send you a prepaid shipping label and tell you where to send it.
You have 30 days from the day it arrives. You do not need the packaging, the receipt, or a reason.
Returns go to 8 Hayes, Irvine, CA 92620, United States.
Damaged, or not what you ordered
Look at your order when it arrives. If anything is damaged or wrong, write to us at support@rugzella.com and we will put it right.
Use it. That is what the 30 days are for.
Unroll it, walk on it, move the furniture back — or set it on the shelf and look at it every day. Live with it for a month. None of that affects your refund, and you never have to explain yourself.
The one thing we cannot take back is an item that has been damaged in your home — cut, burned, badly stained, chewed or soaked. Something in that state cannot go on to anyone else, and that is the only reason.
Normal wear from a month of use is not damage. If an item arrives damaged, that is ours to put right — see above.
Not sure which side of the line you are on? Send a photo to support@rugzella.com before you post it. We will tell you straight away, and we would rather say yes.
Gift cards
Gift cards cannot be returned. Everything else we sell can be, including anything bought at a sale price.
Exchanges
The fastest way is to send back the item you have and order the one you want.
European Union
If your order goes to the European Union you also have a legal right to cancel within 14 days of delivery, for any reason. Our own 30 days is longer and the terms above apply either way, so you keep whichever is better for you.
Refunds
We refund to your original payment method within 10 business days of it reaching us. Your bank may take a few days more to show it. If more than 15 business days have passed, write to us at support@rugzella.com.