Refund policy

At North Avalon, we want you to love your handcrafted rug. If for any reason you’re not completely satisfied, we’ve made our return process straightforward and fair. Please review our policy below for details.

Standard Return Policy

·       Returns are accepted within 30 days of the delivery date.

·       Items must be in original condition, free of stains or signs of use.

·       Proof of purchase (e.g., order confirmation or receipt) is required for all returns.

·       Swatches are free and yours to keep.

Non-Returnable Items

·       Final Sale Items: Clearance or heavily discounted rugs are not eligible for returns.

Return Shipping Policy

Free Returns for Mats and Runners

·       We offer free return shipping on mats and runners within the 30-day return window. Contact our customer service team info@northavalon.com to receive a prepaid return label. Ensure the item is in its original condition including packaging.

Return Shipping for Rugs up to 8' x 10'

·       For area rugs up to 8' x 10' customers are responsible for the return shipping costs. You can:

1.     Arrange your own return shipping using the carrier of your choice.

2.     Request a prepaid return label from us. The cost of the return shipping will be deducted from your refund. Shipping costs vary based on the size and weight of the rug and your location.

Return Shipping for large format Rugs

• Large format (9' x 12' and 10' x 14') are delivered locally within CA, AZ and NV and returns are collected by our team for a $150 collection fee. These sizes are not available outside those states.

Damaged or Defective Items

·       If your rug arrives damaged or defective, we’ll cover the return shipping cost. Please notify us within 7 days of delivery with photos of the damage or defect to qualify for a free return or exchange.

Return Packaging

·       To ensure safe transit, we recommend reusing the original packaging for your return. If the original packaging is unavailable, contact us info@northavalon.com for guidance on preparing your rug for shipment.

Refund Process

·       Refunds will be issued to the original payment method within 10 business days after the returned item is inspected and approved.

·       If the item is not in acceptable condition upon return, we will notify you and provide options, including returning the item back to you at your expense or issuing a partial refund.

Exchanges

·       We offer exchanges for a different size, color, or design within the 30-day return window, subject to availability. If the item you wish to exchange for is of a higher value, the price difference will apply.

How to Initiate a Return or Exchange

1.     Contact us at info@northavalon.com.

2.     Provide your order details and the reason for the return or exchange.

3.     Follow the instructions provided to complete your return or exchange process.

We’re here to help! If you have any questions about our return policy, please don’t hesitate to reach out to us.