Refund policy
At The Aura Rug, every rug is printed and finished after you place your order. Nothing sits in a warehouse waiting — your design is sent into production specifically for you, and no two orders are made in advance.
That made-to-order model is what lets us offer designs you will not find in a big-box store. It also shapes this policy, so please read it before you buy. We have written it in plain language, without fine print, so you know exactly where you stand.
If something is wrong with your order, we will make it right.
Our 30-Day Guarantee
You have 30 days from the date your rug is delivered to contact us about a problem.
If your rug arrives damaged, defective, or different from what you ordered, we will send a free replacement or issue a full refund — whichever you prefer. You will not need to ship anything back to us.
Return shipping on a large area rug frequently costs more than the rug itself. We would rather put that money toward fixing your order than into a courier's pocket.
What We Cover
We provide a free replacement or a full refund in these situations:
- The rug arrived damaged, or the packaging was destroyed in transit
- The printed design is defective — smudging, streaking, faded areas, banding, or missing detail
- We sent the wrong design or the wrong size
- The rug has a manufacturing flaw — frayed edges, backing separating from the surface, or stitching defects
- Your package was confirmed lost in transit by the carrier
- Tracking shows no movement for 14 days after your shipping confirmation
In every case above, the fault is ours and you pay nothing.
What We Cannot Cover
Because each rug is produced specifically for your order, the following are not eligible for return or refund:
A size that did not fit your space
Our rugs are available in 36, 48, 72, and 91 inch diameters. Please measure your room before ordering. A useful trick: mark the diameter on your floor with painter's tape or lay out a bedsheet to that size, and live with it for a day before you decide.
If you are unsure which size to choose, email us before you order. We are glad to help, and we would much rather spend ten minutes with you upfront than process a claim later.
A change of mind after production has begun
Once your rug enters production, the materials and the print are committed to your specific design and cannot be sold to another customer.
Colour appearing different from your screen
Monitors, phones, and room lighting all render colour differently, and printed textile fibres absorb ink differently than a backlit screen displays it. Minor variation between our product photos and your finished rug is normal and expected.
The 3D effect not being physically raised
All of our rugs are flat printed rugs featuring a 3D optical illusion. The depth, cracks, stone edges, glow, and shadows you see in our photos are part of the printed artwork. Nothing is sculpted, recessed, embossed, or raised from the surface of the rug.
We state this clearly on every product page, in the product description, and here. Please make sure you understand it before ordering.
Temporary folds or creases from shipping
Rugs are rolled or folded for transit. Lay yours flat on a clean, dry surface and creases will relax naturally, usually within a few days.
Normal wear, or damage from improper care
This includes damage caused by bleach, harsh chemical cleaners, machine washing where not recommended, ironing the printed surface, or outdoor exposure.
Props shown in product photography
Sofas, chairs, cushions, blankets, pumpkins, candles, lamps, and furniture shown in our listing images are for styling purposes and are not included with your purchase. Each listing includes one rug only, unless a bundle option is explicitly selected at checkout.
How to Start a Claim
Step 1 — Email us within 30 days of delivery
Write to support@theaurarug.com with your order number in the subject line.
Step 2 — Include clear photos
We need three things:
- The full rug laid flat, showing the entire design
- A close-up of the specific problem area
- The shipping label on the packaging, if the box arrived damaged
Photos are required. Our production partner uses them to identify what went wrong and to prevent it recurring, and we cannot open a claim without them.
Step 3 — We reply within 24 hours
Seven days a week. Most claims are approved the same day we receive your photos.
Step 4 — You choose the resolution
Once approved, tell us whether you would prefer a replacement rug or a refund to your original payment method.
Refund Timing
Once your refund is approved, we submit it immediately.
| Stage | Timeframe |
|---|---|
| Our processing after approval | Within 1 business day |
| Your bank or card issuer | 5–10 business days |
The second stage is outside our control. If more than 10 business days have passed since we confirmed your refund and it still has not appeared, contact your bank first, then email us and we will provide the transaction reference.
When the fault is ours, refunds are issued in full, including the shipping you paid.
Replacements
Replacement rugs are produced and shipped at no cost to you. You do not need to return the original — keep it, donate it, or dispose of it as you prefer.
Standard timelines apply to replacements:
- United States: 5–9 business days
- International: 13–25 business days
Order Cancellations
Cancellation is free before production begins, with no fee of any kind.
Production typically starts within 24 hours of your order. Once your rug has entered production, we can no longer cancel it, because the printing has already been committed to your design.
If you need to change a design, a size, or a shipping address, email support@theaurarug.com immediately. The sooner you reach us, the more likely we can help.
Incorrect or Incomplete Shipping Address
We ship to the address exactly as entered at checkout. Please review it carefully, including apartment, unit, and building numbers.
If a package is returned to us as undeliverable because of an address error, we will contact you and offer two options:
- Reship to a corrected address — you pay only the actual reshipping cost, with no markup
- Refund the order value, minus the original shipping charge
Lost or Stolen Packages
If tracking shows no movement for 14 days after your shipping confirmation, contact us. We will treat the package as lost and send a free replacement.
If tracking shows the package as delivered but you cannot find it, please check with neighbours, your building's mail room, and any safe drop locations first. Carriers occasionally mark a parcel delivered a day before it physically arrives.
If it still does not turn up, we are not able to refund a package the carrier has confirmed as delivered — but email us anyway. We will help you file a carrier claim and provide all supporting documentation.
International Orders
We ship worldwide, and the 30-day guarantee above applies to every customer regardless of country.
A few points specific to international orders:
We do not accept physical returns from outside the United States. Where a claim is approved, we resolve it by replacement or refund without asking you to ship anything back.
Import duties, taxes, and customs fees are not refundable by us. These are charged by your country's customs authority, not by The Aura Rug, and we never receive them. If you refuse to pay them and the package is returned or destroyed, we cannot refund the order.
Packages refused at customs or abandoned by the recipient are not eligible for refund.
Customs delays do not qualify as a lost package. International parcels can sit in customs for weeks. The 14-day no-movement rule applies to carrier transit, not to customs holds.
We recommend checking your country's import rules before ordering if you are unsure what to expect.
Exchanges
We do not offer direct exchanges, because each rug is made to order and there is no stock to swap from.
- If we sent the wrong item, we produce the correct one free of charge under the terms above.
- If you would like a different size than the one you ordered, email us. We cannot exchange it, but we will send you a discount code toward the correct size as a gesture of goodwill.
Sale and Discounted Items
Items purchased with a discount code or during a promotion are covered by this policy on exactly the same terms as full-price items. Refunds are issued for the amount you actually paid.
There are no final-sale exclusions at The Aura Rug.
Before You Order
If you are unsure about size, colours, materials, or how a design will look in your room, please ask us first.
Email: support@theaurarug.com Phone: +1 (609) 780-1419 Response time: within 24 hours, 7 days a week
Related pages: Shipping Policy · Contact Us
Contact Us
The Aura Rug NguyenDucDuyAnh LLC 1500 N Grant St, Ste N Denver, CO 80203 United States
Email: support@theaurarug.com Phone: +1 (609) 780-1419
The Aura Rug is a brand operated by NguyenDucDuyAnh LLC, a limited liability company registered in the United States. The address above is our registered business address. Our rugs are produced and shipped from our print partner's facility within the United States.