Refund policy

We hope you thoroughly love your rug, but if not, we understand. We strive to accurately depict the rug and are more than happy to answer your questions. Please contact us if you would like to initiate a return. Note the limitations below.

All of our products are handmade and vintage (aka used), and/or antique. Due to their handmade nature and age, there may exist variances, such as, fading, repairs, tears, holes, changes in color, funny sheep odor and hair, etc. We strive to point out these factors when they exist but it is your responsibility to throughly review the photos and ask questions.

We do NOT refund monies due to odors! If you are smell sensitive or have allergies, please note that wool rugs, when exposed to high humidity or moisture can smell. Wool excretes lanolin when wet and smells like sheep hair or "wet dog." Please consider this when purchasing a vintage rug. 

We accept refunds but the client is responsible for return shipping fees and needs to return the product within 7 week days of receiving the rug, in order to receive a refund. Please be aware that a $100 restocking fee applies to smaller rugs (under a 6x9 except for minis, that incur $50) and room size rugs, any rug above a 6x9, will incur a $200 restocking fee. This will be deducted from the final amount refunded to the client.

Monies are not refunded until the rug has been received and fully inspected. Please expect a 7 day turn around from the time we receive the returned product, in order to process your refund. Note that your credit card or bank may require their own additional time to process the refund. 

Clients who cancel their orders or ask for a refund, will incur the same restocking fee, even if the rug hasn't been shipped yet. We are happy to answer any and all questions about rugs BEFORE they are purchased. 

Returns will not be accepted after 7 week days, no exceptions! Merchandise must be returned in the condition it was received, to include any tags. 

We do not accept refunds on rugs custom sourced or those bought marked down, during a sale, or make an offer sale. No exceptions. 

 

Damaged rugs: 

If your rug arrives damaged, please notify UPS within 24-48 hours of receiving the rug. Please document with pictures how the rug arrived, and how it looks like opened. UPS should begin the reimbursement process. We do not refund for rugs damaged through transit. 

Layaway rugs:

House of Tocumen extends the courtesy of layaway to repeat clients. Rugs are held by HOT rugs for six months, while customers make monthly payments. Customers will be required to put down a 30% deposit up front, before layaway is accepted. The 30% is deducted from the final price of the rug and broken up into six, monthly payments. Payments must be made every month, in order to remain in good standing with the layaway. Failure to pay two consecutive months of payments will forfeit the deposit and any payments made thus far. HOT Rugs maintains the right to relist the rug if client fails to complete the layaway. Client agrees to these terms when layaway begins. 

LOST Rugs: Most rugs are shipped via UPS and the USPS. Any lost merchandise must be dealt with the carrier and investigations opened with them. This falls solely on the carrier and the client. Claims must be handled by the client in order for rugs that are lost or stolen to be reimbursed. Please provide written communication from carrier validating loss for a refund.