Refund policy

REFUND POLICY

Effective Date: February 23, 2026
Last Updated: February 23, 2026

At Disc Rugs, we want you to be completely satisfied with your purchase. This Refund Policy explains our policies for returns, refunds, and exchanges for both product purchases and VIP Membership fees.

1. PRODUCT RETURNS AND REFUNDS

1.1 Return Window

You have 14 days from the date you receive your order to request a return for a refund.

Example:

Order received: March 1, 2026
Return deadline: March 15, 2026 (14 days later)

1.2 Eligibility Requirements

To be eligible for a refund, your rug must meet ALL of the following conditions:

✅ Unused and in original condition
✅ Not stepped on or walked on
✅ Clean and free from dirt, stains, or damage
✅ In original packaging with all tags and labels attached
✅ Returned within 14 days of receipt

We cannot accept returns for: ❌ Products that show signs of use or wear
❌ Products that have been stepped on or walked on
❌ Products not in original packaging
❌ Products damaged by misuse or accident
❌ Custom or personalized products (unless defective)
❌ Sale or clearance items marked as "final sale"

1.3 How to Initiate a Return

Step 1: Contact Us
Email us at support@discrugs.shop within 14 days of receiving your order with:

Your order number
Photos of the product (if applicable)
Reason for return

Step 2: Wait for Authorization
We will review your request and send you return authorization and instructions within 1-2 business days. Do not ship your return without authorization.

Step 3: Ship Your Return
Pack the product securely in its original packaging and ship it to the address provided in your return authorization. Use a trackable shipping method and keep your tracking number.

Step 4: Receive Your Refund
Once we receive and inspect your return, we will process your refund within 5-10 business days.

1.4 Return Shipping Costs

You are responsible for return shipping costs unless:

The product is defective or damaged
We made an error in your order
The product was not as described

We recommend using a trackable shipping service with insurance, as we are not responsible for items lost or damaged during return transit.

1.5 Refund Processing

Refund Timeline:

Inspection: 1-3 business days after we receive your return
Processing: 5-10 business days after inspection
Bank/Card Processing: 3-5 business days (varies by bank)

Total Time: Approximately 7-18 business days from when we receive your return.

Refund Method:
Refunds will be issued to your original payment method. If your original payment method is no longer valid, please contact us to arrange an alternative refund method.

What's Refunded: ✅ Product price
✅ Original shipping costs (if product is defective or we made an error)

What's NOT Refunded: ❌ Original shipping costs (for standard returns)
❌ Return shipping costs
❌ VIP Membership fees (see Section 2 below)

1.6 Partial Refunds

We may issue a partial refund if:

The product shows minor signs of use or wear
The product is missing original packaging or tags
The product is returned after the 14-day window but within 30 days

Partial refund amounts are determined on a case-by-case basis at our discretion.

2. VIP MEMBERSHIP REFUNDS

2.1 VIP Membership Fees Are Non-Refundable

IMPORTANT: VIP Membership fees of $34.99 per month are NON-REFUNDABLE.

This includes: ❌ Monthly membership charges
❌ Partial month refunds
❌ Unused membership time
❌ Refunds after cancellation

2.2 Free Trial Period

Every purchase automatically enrolls you in a 7-day FREE trial of the VIP Membership. During this trial period:

You are NOT charged the $34.99 membership fee
You have full access to all VIP benefits
You can cancel at any time before the trial ends with no charge

To avoid being charged, you must cancel before your 7-day trial period ends.

2.3 Cancelling Your VIP Membership

You can cancel your VIP Membership at any time through:

Option 1: Online Account
Log into your account at discrugs.shop and cancel through your membership dashboard.

Option 2: Email
Send a cancellation request to support@discrugs.shop with your order number and email address.

Option 3: Contact Form
Submit a cancellation request through our contact form at discrugs.shop/contact.

Cancellation Deadline:
You must cancel at least 48 hours before your next billing date to avoid being charged. Cancellation requests received less than 48 hours before billing may not process in time, and you may be charged for the next billing cycle.

2.4 After Cancellation

Once you cancel your VIP Membership:

You will retain VIP benefits until the end of your current billing period
You will NOT be charged for future billing cycles
You will NOT receive a refund for the current billing period
Your membership will automatically end at the end of the current period

Example:

VIP charge processed: March 9, 2026 ($34.99)
You cancel: March 15, 2026
VIP benefits continue until: April 9, 2026
Next charge: None (cancelled)
Refund issued: None (non-refundable)

2.5 Disputed or Unauthorized Charges

If you believe you were charged in error or did not authorize a VIP Membership charge:

Contact us immediately at support@discrugs.shop
Provide your order number and payment details
We will investigate and respond within 3-5 business days

Note: Completing a purchase on our website constitutes authorization for VIP Membership enrollment. Please review our Terms of Service carefully before making a purchase.

3. EXCHANGES

3.1 Exchange Policy

We currently do not offer direct exchanges. If you would like a different product:

Return your original product following our return process (Section 1)
Place a new order for the desired product

This ensures you receive the correct product as quickly as possible.

3.2 Defective or Damaged Products

If you receive a defective or damaged product and would like an exchange:

Contact us at support@discrugs.shop within 7 days of receipt
Provide photos of the defect or damage
We will send a replacement at no additional cost
We will provide a prepaid return label for the defective product

4. DEFECTIVE OR DAMAGED PRODUCTS

4.1 Reporting Defects or Damage

If you receive a defective or damaged product:

Step 1: Contact Us Immediately
Email support@discrugs.shop within 7 days of receiving your order with:

Your order number
Clear photos of the defect or damage
Description of the issue

Step 2: We Review Your Claim
We will review your claim within 1-2 business days and determine the best resolution.

Step 3: Resolution
We will provide one of the following:

Full refund (including original shipping costs)
Replacement product at no additional cost
Store credit for the full purchase amount

4.2 Prepaid Return Label

For defective or damaged products, we will provide a prepaid return shipping label. You will not be responsible for return shipping costs.

4.3 What Qualifies as Defective?

Examples of defects include:

Manufacturing defects in materials or workmanship
Products that do not match the description or specifications
Products that are damaged during shipping
Products that arrive with missing components

Note: Minor variations in color, texture, or design due to the handmade nature of our products are not considered defects.

5. CANCELLED ORDERS

5.1 Cancelling Before Production

Since our rugs are made to order, we can only cancel orders before production begins. Production typically starts within 24-48 hours of order placement.

To cancel an order:

Contact us immediately at support@discrugs.shop
Provide your order number
If production has not started, we will cancel your order and issue a full refund

5.2 Cancelling After Production Starts

Once production has started, we cannot cancel your order. However, you may still return the product within 14 days of receipt following our standard return policy (Section 1).

5.3 Refund for Cancelled Orders

If we successfully cancel your order before production:

Full refund of product price
Full refund of shipping costs
Refund processed within 5-10 business days

Note: VIP Membership enrollment cannot be cancelled retroactively. If you placed an order and were enrolled in VIP Membership, you must cancel your membership separately to avoid future charges.

6. SHIPPING ISSUES

6.1 Lost Shipments

If your order is marked as delivered but you did not receive it:

Check with neighbors or household members
Verify the shipping address on your order confirmation
Contact the shipping carrier using your tracking number
If the package cannot be located, contact us at support@discrugs.shop

We will work with the shipping carrier to resolve the issue. If the package is confirmed lost, we will send a replacement or issue a full refund.

6.2 Delayed Shipments

Our typical delivery time is 14-21 business days from order placement. If your order is significantly delayed beyond this timeframe:

Check your tracking information for updates
Contact us at support@discrugs.shop for assistance

We will investigate the delay and provide an updated delivery estimate. In cases of extreme delay, we may offer a refund or replacement.

6.3 Incorrect Address

If you provided an incorrect shipping address and your order is returned to us or lost:

We will contact you to verify the correct address
You will be responsible for additional shipping costs to reship the order
No refund will be issued if the order is lost due to an incorrect address you provided

Please double-check your shipping address before placing your order.

7. CHARGEBACK POLICY

7.1 Contact Us First

If you have an issue with your order or a charge, please contact us at support@discrugs.shop before filing a chargeback with your bank or credit card company. We are committed to resolving all issues fairly and promptly.

7.2 Chargeback Consequences

Filing a chargeback without contacting us first may result in:

Immediate suspension of your account
Cancellation of any pending orders
Cancellation of VIP Membership (without refund)
Permanent ban from future purchases

7.3 Fraudulent Chargebacks

If you file a chargeback for a legitimate transaction, we reserve the right to:

Dispute the chargeback with your bank
Seek recovery of lost funds and administrative costs
Report fraudulent activity to appropriate authorities

8. REFUND EXCEPTIONS

8.1 Final Sale Items

Products marked as "final sale," "clearance," or "non-refundable" at the time of purchase cannot be returned or refunded unless they are defective.

8.2 Custom or Personalized Products

Custom or personalized products cannot be returned or refunded unless they are defective or we made an error in customization.

8.3 Gift Cards

Gift cards are non-refundable and cannot be redeemed for cash except where required by law.

9. INTERNATIONAL ORDERS

We currently only ship within the United States. This refund policy applies to U.S. orders only. International shipping and refund policies will be provided if we expand to international markets.

10. RESTOCKING FEES

We do not charge restocking fees for standard returns. However, we reserve the right to charge a restocking fee for:

Returns of large or bulk orders
Returns that do not meet our eligibility requirements
Excessive or fraudulent returns

Restocking fees, if applicable, will be deducted from your refund amount.

11. QUESTIONS OR CONCERNS

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

Disc Rugs
Dover, Delaware, 19901
Email: support@discrugs.shop
Website: discrugs.shop

Customer Support Hours:
Monday - Friday: 9:00 AM - 6:00 PM EST
Saturday - Sunday: Closed

We typically respond to inquiries within 24 hours during business hours.

12. POLICY CHANGES

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website after changes are posted constitutes your acceptance of the revised policy.

Last Updated: February 23, 2026

SUMMARY

Product Returns:

✅ 14 days from receipt
✅ Must be unused, clean, original packaging
✅ Refund processed in 5-10 business days
❌ Customer pays return shipping (unless defective)

VIP Membership:

✅ 7-day free trial with every purchase
❌ Monthly fees ($34.99) are NON-REFUNDABLE
✅ Cancel anytime (at least 48 hours before next billing)
❌ No refunds after cancellation

Defective Products:

✅ Report within 7 days
✅ Full refund or free replacement
✅ We provide prepaid return label

Questions?
Email us at support@discrugs.shop