HOME     ABOUT US     INFO     PRODUCTS     CONTACT

WARRANTY & RETURN POLICY

 

1 WARRANTY

Lanart/Rug Studio offers a 1 year warranty to cover all workmanship/craftsmanship, including: 

1.1 SEAMING

1.1.1 A line formed by joining together two pieces of material at their edges. Seams are visible, especially when you know where they are and therefore an acceptable seam does not mean it will be invisible.

1.2 CARVING

1.2.1 A process done by hand which adds dimension, depth and texture. As this process is done by hand very slight imperfections may appear and does not mean this is a defect.

1.3 EDGE FINISHING

1.3.1 Two kinds of edge finishing exist, binding and serging. Binding is a band or strip sewn over the rug's edges. Serging is where yarn is sewn around the rug edges in a close overcast stitch. Both types of finishing are intended to protect and strengthen the edge of the rug. 

Lanart/Rug Studio’s warranty does not cover: shedding, discoloration, staining and soiling.
The warrantly is valid only within 1 year from the date of the original invoice.

2 EXCLUSIONS TO OUR RETURN POLICY

The following kinds of products may not be returned under this policy:

2.1 CUSTOM RUGS

If the rug has been customized, it is non returnable nor refundable. Custom sized rugs include any sizes not represented as being standard on the price sheets. This includes: all round, oval, odd shaped rugs and rugs exceeding 9’ x 12’.
Additional custom rugs and all sizes in the following product lines are also non returnable or refundable: Custom Atelier, Signature Carved, Signature Kids, Cosmo Carved and Simplicity.

2.2 USED RUGS

Used items are not returnable, exchangeable or refundable. Any item(s) returned in a condition that cannot be resold as new is considered used. No refund or exchange will be granted for used items. 

2.3 FREE RUGS

Free goods, received as part of a promotion, are not eligible for a return or exchange.

2.4 CLEARANCE RUGS

All clearance sales are final sales and no returns or refunds will be made. 

3 ORDER MODIFICATIONS OR CANCELLATIONS

Modifications or cancellations to orders must be requested within 2 working days from the receipt of the order confirmation provided by Lanart/Rug Studio. Cancellations and/or modifications will not be accepted past that period. 

4 MERCHANDISE RETURNS

4.1 STANDARD RUGS

4.1.1 Standard rugs: Rugs with standard sizes listed on the Lanart/Rug Studio price list.

Your satisfaction is our top priority, if you are not completely satisfied with your purchase; we offer a 30-day return policy from the date of the invoice on standard rugs. We will gladly exchange your rug or refund the purchase price, whichever you prefer. No returns will be accepted after the 30-day return period has expired.  

4.2 RETURNS FOR DEFECTIVE MERCHANDISE

Rugs received with damages or defects, must be reported promply to Lanart/Rug Studio Customer Service. Claims for workmanship/craftsmanship must be submitted within 1 year from the date of the invoice. Past that period, claims will automatically be refused. Claims must be submitted in writing to Lanart/Rug Studio Customer Service, preferably via e-mail to claim@rugstudio.ca. You will be asked to provide the invoice and/or purchase order number, digital images of the damage or defect along with a clear description of the problem. Our Customer Service department will guide you through the return process if applicable.
No merchandise will be accepted without a Return Merchandise Authorization Number (RMA#). The RMA# is issued by Lanart/Rug Studio Customer Service. Please see our return procedure (section 6) for instructions on how to receive a RMA#. Authorised returns will be credited the amount originally invoiced and replacement merchandise will be invoiced the same way.
Lanart/Rug Studio reserves the right to determine if the rug will be repaired or replaced. All replacement product selection must be made within 10 business days of the request.

4.3 MERCHANDISE DAMAGED BY FREIGHT

Your rug has been carefully packed to exceed shipping requirements however; on limited occasions, rugs may arrive damaged in transit. Upon reception of your package, if it appears damaged, you must indicate on the freight bill all issues relating to the damage of the package and if possible take a digital picture of the package/damage. This must be communicated to Lanart/Rug Studio Customer Service within 24 hours of its reception.
If your rug has been damaged in transit, we will file a claim with our shipping service provider and make arrangements to have them retrieve the rug. In this case, the rug becomes the carrier’s property. Our carrier reserves the right to inspect any and all damaged items.
The rug must not be disposed of without Lanart/Rug Studio’s approval. Any rug not available for inspection by carrier and/or Lanart/Rug Studio will automatically become void and will not be credited and/or replaced.
Merchandise damaged in transit and/or refused due to damage must be reported to Lanart/Rug Studio immediately. Any rug damaged in transit and not reported upon reception from carrier will automatically be refused and therefore not credited nor replaced.

5 RETURN PROCEDURE 

In order to take advantage of your rights under this return policy, you must following the steps listed below: 

5.1

To qualify for a return you must first obtain a Return Authorization Number (RMA#) by contacting our Customer Service department by either sending an email to claim@rugstudio.ca or by calling our Customer Service toll free at 1-888-811-4843. You will be asked to supply the invoice number and/or your purchase order number, the reason for the return, and to supply a replacement order if applicable.

5.2

Once you receive your Return Authorization Number (RMA#) you must clearly indicate this number on your package to ensure proper routing upon receipt.

5.3

Returned items must be unused and in the original packaging or equivalent. All returns are subject to inspection by our qualified team of specialists. 

5.4

All merchandise will be returned at your own expense and must be wrapped in its original packaging or equivalent. We highly recommend you insure your return shipment with the carrier you select to protect against loss or damage in transit. We also suggest you use a traceable carrier. We are not responsible for lost or damaged packages being returned to us. In addition, you are responsible for filing claims with the carrier you use in case of loss or damaged goods. 

6 IMPROPER RETURNS

Where you return a product in contravention of this policy, we reserve the right to deny/refuse your claim.
Upon receipt and inspection of your area rug should your claim be denied/refused, you will be asked to make pick up arrangements with the carrier of your choice at your expense. All denied/refused claims must be picked up within 10 business days. Past this period, the rug will automatically be discarded with no other possibilities to retrieve or request a credit or replacement for the said rug.

7 OTHER

Lanart/Rug Studio reserves the right to alter this warranty and return policy at any time.