Refund policy

 

Authenticity Home – Return, Exchange & Refund Policy

Last updated: December 6th, 2025

At Authenticity Home, every rug we curate, craft, or customize is selected with deep attention to detail. Our policies are designed to protect the integrity of our products, ensure responsible handling of custom and imported materials, and maintain a high-standard experience for our clients.

Because many of our rugs are custom-made, specialty fabricated, or imported, our return and refund policy is intentionally strict and comprehensive.

 

 

 

1. Standard Return Policy (Non-Custom, Domestic Items Only)

We accept returns on eligible non-custom, non-international, non-sale domestic items within 30 days of delivery.

To qualify for a return, ALL of the following conditions must be met:

  • Item is not a custom rug, custom-size request, stair runner, or international rug.

  • Item is unused, uninstalled, unaltered, and in the same condition in which it was received.

  • All original tags and labels are intact.

  • Item is returned in original packaging.

  • Proof of purchase or order confirmation is provided.

Items that do not meet these requirements may be denied at our discretion.

To initiate a return, email care@authenticity.shop with:

  • Full name

  • Order number

  • Photos of the item (required for approval)

  • Reason for return

Items sent back without prior authorization will not be accepted.

 

2. Custom Rugs, Program Rugs & Custom Fabrications (All Sales Final)

All custom-made items are non-returnable and non-refundable, except in cases of verified damage or incorrect rug delivery.

The following are considered CUSTOM and are FINAL SALE:

  • Custom-sized rugs

  • Custom-cut broadloom made into rugs or runners

  • Custom stair runners

  • Any rug modified, fabricated, cut, bound, taped, surging/serged, or resized

  • Rugs made to non-standard dimensions

  • Special-order designs, colors, or constructions not regularly stocked

  • Program rugs (special-order SKUs from partner mills or vendors)

These items cannot be returned, exchanged, canceled, or refunded.

Exceptions for Custom or Program Rugs:

A custom or program rug may only be eligible for resolution if:

  • It arrives with visible damage

  • A manufacturing defect is confirmed

  • The wrong rug was delivered (incorrect design, size, color, or model)

Clients must notify us within 48 hours of delivery, including:

  • Clear photos of the rug

  • Photos of packaging

  • Description of the issue

Failure to report within this time frame may void eligibility.

 

3. International Rugs (ALL SALES FINAL)

Due to international sourcing, freight handling, customs fees, and non-returnable vendor structures:

All international rugs are FINAL SALE. No returns, exchanges, cancellations, or refunds are accepted unless the rug arrives damaged or the incorrect rug is delivered.

Exceptions (must be reported within 48 hours):

  • Visible damage

  • Incorrect rug shipped

Photo documentation is mandatory for review.

 

4. Color Variation Policy (Applies to All Rugs)

Authenticity Home works with natural materials, artisan dying methods, and hand-finishing processes. Because of this, color variation is normal and expected.

 

4.a. Color Variation on Custom Rugs & Program Rugs

All custom or program rugs may exhibit up to 5% color variation from:

  • Dye lot to dye lot

  • Digital renderings

  • Physical samples

  • Previous batches

This variation is not considered a defect, and does not qualify a rug for return, refund, or exchange.

4.b. Color Variation on Serging / Binding

All serging and binding work may vary in shade by up to 5% depending on:

  • Fiber absorption

  • Lot dyeing

  • Natural material behavior

  • Edge tension and stitch composition

This variation is standard in the industry and not considered a defect.

5. Damages, Defects & Wrong Item Claims

We require clients to inspect all rugs immediately upon arrival.

If a rug arrives:

  • Damaged

  • Defective

  • Incorrect

You must notify us via care@authenticity.shop within 48 hours of delivery.

Include:

  1. Photos of damage or defect

  2. Photos of packaging (top, sides, and labels)

  3. Order number

  4. Description of issue

We will evaluate the claim, which may result in:

  • Replacement

  • Repair

  • Refund (only if item is eligible)

Claims submitted after 48 hours may not qualify due to carrier and mill claim restrictions.

6. Non-Returnable Items (No Exceptions)

The following cannot be returned or refunded:

  • Custom rugs

  • Program rugs

  • International rugs

  • Rugs cut to size

  • Rugs fabricated into runners

  • Rugs altered in any way (cutting, serging, binding, taping, padding attached, etc.)

  • Final sale or clearance items

  • Gift cards

  • Any item marked “non-returnable” at purchase

7. Exchanges

We do not process exchanges for any rug, custom item, or international item.

For eligible domestic non-custom items:

Clients may return the item (if approved) and place a new order.

8. Refund Timing (For Eligible Items Only)

For approved returns:

  • Refunds are issued to the original payment method within 10 business days of receiving and inspecting the returned item.

  • Banks may require additional time for posting.

If 15 business days pass after approval with no refund received, contact care@authenticity.shop.

9. EU Cooling-Off Period (Non-Custom Items Only)

For orders shipped into the EU:

  • Customers may have 14 days to cancel or return non-custom items.

  • Custom rugs, program rugs, and international special orders remain excluded where allowed by law.

Items must still be unused, unaltered, and in original packaging.

10. Contact Information

For any questions regarding returns, custom rugs, international orders, damage claims, or color variation policies, please contact:

care@authenticity.shop