Refund policy
Returns
A rug is hard to judge from a photograph. Unroll it, see it in your own light, check it against the room. If it isn't right, email us within 30 days of delivery. We'll send instructions, and you'll have 14 days from then to hand it to the carrier. If we're arranging a freight collection, that runs on our schedule, not your clock.
- 30 days from delivery of the last item in the order to start a return.
- Original condition. Unroll it and inspect it as much as you like. We just need it back clean and undamaged, without pet hair, stains or odor. Keep the original wrap if you can; if it's gone, email us and we'll tell you how to pack it.
- Shedding is normal. New jute sheds, and that never counts against a return.
- Proof of purchase: your order number is enough.
- Swatches are free and yours to keep.
What we can't take back if you've changed your mind: clearance and final-sale rugs, and swatches. If any of those arrive damaged or faulty, that's a different matter and we'll put it right.
On handwoven variation. Every rug is made by hand on a loom, so finished sizes can run two to three inches either way and no two are identical in weave or tone. That's normal for a handmade rug rather than a fault. If something looks wrong beyond that, send a photo and we'll look at it properly.
Return shipping
- Mats and runners: free for an exchange or store credit; $25 for a refund to your card.
- 5'×8' and 8'×10': free for an exchange or store credit; $35 for a refund to your card.
- 9'×12' and 10'×14': 15% of what you paid, for an exchange, store credit or refund.
- Damaged or faulty, any size: free.
Fees are charged per rug. The 15% is calculated on what you actually paid for that rug after any discount, excluding tax.
Up to an 8'×10', swapping costs you nothing. Want a different rug, or would rather hold the credit and decide later? We cover the return. The fee only applies when you want the money back on your card.
The large sizes are different because collecting a 9'×12' or 10'×14' takes a freight truck, and that costs several hundred dollars whether we're bringing you a replacement or refunding you. The 15% covers part of it and we absorb the rest.
Want to see the texture first? Request a swatch and we'll confirm availability by email.
Damaged or faulty
If something arrives damaged, tell us straight away. On a 9'×12' or 10'×14' coming by freight, look the packaging over before you sign and note any visible damage on the delivery receipt. That makes the carrier claim straightforward. If the damage only shows up once you've unwrapped it, you're still covered: email us within 14 days with photos of the rug and the packaging. On parcel deliveries you have 14 days either way. We'll collect it and replace or refund at no cost to you. Hold on to the packaging until we've told you what we need.
Refunds
We inspect within 3 business days of the rug reaching us, and issue the refund within 5 business days after that. It goes back to the original payment method; we can't refund to a different card or send a check. We'll email you when the rug arrives and again when the refund is issued. If you cancelled before your order shipped, the refund is issued promptly and doesn't wait on any of this.
If a rug comes back badly stained, damaged or smelling of smoke or pets, we'll send you photos and talk it through before doing anything, usually a partial refund, or we return it to you at cost. We won't make that decision without telling you first.
Exchanges
Exchanges for a different size, color or design are welcome within the same 30 days. Our rugs are handwoven in small batches, so stock moves. Email us and we'll tell you what's on the shelf before you send anything back. If the new rug costs more, you pay the difference; if it costs less, we refund it. Return shipping on an exchange follows the return-shipping fees above.
Starting a return
Email info@northavalon.com with your order number and a line about what didn't work. That's it. There's no form.
Mats, runners and rugs up to 8'×10': we'll send a prepaid label within one business day. Roll the rug back into its wrap, stick the label on, and hand it to the carrier or book a free pickup. Nothing to pay if you're exchanging or taking credit; if you want the money back on your card, the fee above comes off the refund.
9'×12' and 10'×14': we'll arrange a freight collection and give you a window. Have the rug rolled and ready at the curb; the driver won't come inside. The 15% comes off your refund or credit, or is added to the balance if you're exchanging for a different rug.
If you're not sure whether to return it, email us anyway. Sometimes it's a pad, a rotation or a different room, and we're happy to help you work out whether it's fixable before you send it back.