Returns & Refunds
Bought a rug from Wovenhearth and it's not right for your floor? You can send it back within 30 days of delivery, no reason required. Below we walk through the conditions, the steps, who covers the cost, and how fast your refund lands.
Conditions
Returned rugs must be unused, unfolded beyond initial inspection, free of stains, odors, pet hair, or adhesive residue, and returned in their original protective roll packaging with manufacturer tags and backing labels intact. Rugs showing signs of installation, cutting, or exposure to moisture damage after delivery are not eligible for a refund.
How a return works
- Submit a return request to support email with the order number in en
- Receive RMA return authorization and the designated return address in en
- Re-roll and pack the rug securely in its original protective packaging with seals and tags intact in en
- Receive the refund within 3-10 business days after the returned rug passes inspection in en
Who pays return shipping
If a rug shows up faulty, damaged or different from what you ordered, that's on us: we'll send a prepaid label or arrange a courier to collect it. If you've simply had a change of heart, the return shipping is on you, and that's the only cost we deduct.
Refund timing and method
Once your rug passes inspection, the refund goes out within 3 business days. Paid cash on delivery? We'll send the money by bank transfer to an account you give us. Paid by bank transfer already? It goes back to that same account. Banks typically post it within 1 to 5 business days.
How each situation is handled
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | We shipped the right rug, but the courier collected the wrong one | None |
| Parcel lost | We'll resend the correct rug or refund you fully once the courier confirms what happened | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A full refund of what you paid for the rug | Return shipping only |
Exchanges
Want a different size, color or style instead? Follow the same return steps and place a fresh order; as soon as your original rug arrives back with us, we'll refund it. If the mix-up was our fault, the replacement order ships free.
Cancelling an order
Changed your mind before your rug even leaves our workshop? Cancel free of charge, just email [email protected] with your order number. Once it's shipped, the standard return process takes over.
Questions about this policy
Reach us at [email protected] or call +1 (902) 879-2083 during Mon-Fri 09:00-17:15, Sat 09:45-14:15. We answer every message within one business day.
- Merchant
- Wovenhearth Home Goods Inc.
- Registered address
- 145 Kent Street, Charlottetown, PE C1A 1N7, Canada
- [email protected]
- Phone
- +1 (902) 879-2083
- Working hours
- Mon-Fri 09:00-17:15, Sat 09:45-14:15
- Registration
- BN: 965108567RC0001