Refund Policy

Last updated: [生效日期]

We want you to love your Roxstand rug. If it isn't right for your space, you may return it within 30 days of delivery under the terms below.

1. Return Window

You have 30 calendar days from the date of delivery to request a return. Requests made after this window cannot be accepted.

2. Return Eligibility

To be eligible for a return, your rug must be:

Unused and in the same condition you received it
Unwashed and free of stains, odors, pet hair, or damage
In its original packaging, with all included accessories

Please inspect your rug upon arrival. We strongly recommend unrolling it and checking the size, color, and pattern before use, as returns of used rugs cannot be accepted.

3. Non-Returnable Items

The following cannot be returned:

Rugs marked as final sale or clearance at the time of purchase
Rugs that have been cut, trimmed, or altered
Rugs damaged through misuse, improper cleaning, or exposure to harsh chemicals
Items returned without prior authorization

4. How to Start a Return

Email [客服邮箱] with your order number and the reason for your return.
Our team will review your request and reply within 1–2 business days with return instructions and a return address.
Repack the rug securely in its original packaging.
Ship the package to the address provided and email us the tracking number.

Please do not ship anything back before receiving return authorization — unauthorized returns may be refused or incur additional handling fees.

5. Return Shipping Costs

Defective, damaged, or incorrect item: Roxstand covers all return shipping costs and sends a replacement or full refund.
Change of mind / no longer needed / ordered the wrong size: the customer is responsible for return shipping costs.

6. Refund Processing

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

Approved refunds are issued to your original payment method within 5–10 business days of inspection.
Depending on your bank or card issuer, it may take an additional 3–10 business days for the credit to appear on your statement.
Original outbound shipping charges are non-refundable, except when the return is due to our error or a defective product.

7. Exchanges

The fastest way to exchange a rug is to return the original item and place a separate order for the replacement once the return is approved. This ensures your preferred size or color doesn't sell out while your return is in transit.

8. Damaged or Incorrect Items

If your rug arrives damaged, defective, or different from what you ordered:

Photograph the rug and its packaging within 48 hours of delivery.
Email the photos with your order number to [客服邮箱].
We will arrange a free replacement or a full refund — your choice — and cover all shipping costs.

9. Late or Missing Refunds

If you have been notified that a refund was issued but don't see it:

Check your bank account again after 3 business days.
Contact your credit card company — posting times vary.
Contact your bank. Processing time is often longer than expected.
If you've done all of the above and still have not received your refund, email us at [客服邮箱].

10. Order Cancellations

You may cancel an order free of charge within 12 hours of placing it, provided it has not yet shipped. After dispatch, cancellation is handled as a return under the terms above.

To cancel, email [客服邮箱] with your order number and "CANCEL" in the subject line.