Refund and Returns Policy

REFUND AND RETURNS POLICY

Overview

Our refund and returns policy lasts 30 days from the date your rug is delivered. If 30 days have passed since your delivery, we cannot offer you a full refund or exchange.

We want you to love your Fassiart rug. If it’s not the perfect fit for your home, we’re here to help.

Eligibility for Returns

To be eligible for a return, your rug must be:

  • Unused and in the same condition that you received it

  • Free of pet hair, smoke, stains, or odors

  • In its original packaging (or similar protective wrapping)

Please inspect your rug immediately upon delivery. Due to the handmade nature of our rugs, slight variations in size, color, and pattern are normal and are not considered defects they are the mark of authentic craftsmanship.

Non-Returnable Items

Several types of goods are exempt from being returned. We cannot accept returns on:

  • Custom or made-to-order rugs (special sizes or custom designs)

  • Rugs that have been used, washed, or altered

  • Rugs returned with damage, pet hair, or smoke odor

  • Final sale items (clearly marked at checkout)

  • Gift cards

To Complete Your Return

To start a return, you must:

  1. Contact us within 30 days of delivery at contact@fassiart.com

  2. Include your order number and photos of the rug (in case of damage/defect)

  3. Wait for our return authorization instructions

Please do not send your rug back without first contacting us. Unauthorized returns will not be accepted.

Partial Refunds

There are certain situations where only partial refunds are granted (if applicable):

  • Rug with obvious signs of use, wear, or attempted cleaning

  • Rug with pet hair, smoke odor, or stains

  • Rug returned without original packaging or damaged during return shipping due to insufficient packaging

  • Any item returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. First check your bank account again

  2. Contact your credit card company it may take some time before your refund is officially posted

  3. Contact your bank there is often processing time before a refund is posted

If you’ve done all of this and you still have not received your refund, please contact us at Contact@fassiart.com

Sale Items

Only regular-priced items may be refunded. Sale items and discounted rugs are final sale and cannot be refunded, unless damaged or defective.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange your rug for the same item (same design and size), please email us at contact@fassiart.com

For size exchanges (want a different size of the same rug), please initiate a return and place a new order.

Gifts

If the rug was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the rug wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping Returns

To return your rug:

You will ship your rug to:

Fassiart Returns
[Your Address Line 1]
[Your Address Line 2]
[City, State, ZIP]

Return shipping costs are the responsibility of the customer and are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Important shipping tips:

  • Rugs are heavy we recommend using UPS, FedEx, or USPS Ground

  • Consider using a trackable shipping service and purchasing shipping insurance

  • We are not responsible for items lost or damaged during return shipping

  • Pack the rug carefully in its original wrapping or similar protective material

Damaged or Defective Rugs

In the rare event that your rug arrives damaged or defective:

  • Contact us within 48 hours of delivery at contact@fassiart.com

  • Include your order number and clear photos of the damage

  • We will arrange a solution typically a replacement or full refund including shipping costs

Need Help?

For questions related to refunds and returns, please contact us:

Email: contact@fassiart.com
Phone: [Your Phone Number]
Hours: Monday–Friday, 9:00 AM – 5:00 PM EST