Returns & Refund Policy
At arcadians, we want customers to clearly understand the return and refund process before purchasing a decorative rug. We accept eligible returns within 28 days of delivery for both defective and non-defective rugs, subject to the conditions and inspection process described below.
Return Window
Customers may request a return within 28 days of the date the rug is delivered. Return requests submitted after this period may not be accepted.
To start a return, contact support@arcadians.shop and provide your order details along with a clear explanation of the reason for the return.
Returns for Non-Defective Rugs
Returns are accepted for eligible non-defective decorative rugs within the 28-day return period. The rug must be returned in a condition that allows us to inspect and reasonably determine its condition.
Customers are responsible for the return shipping cost for non-defective returns, including the cost of obtaining the return label.
Returns for Defective, Damaged, or Incorrect Rugs
If your rug arrives defective, damaged, or you receive a different rug from the one ordered, contact us as soon as possible at support@arcadians.shop.
Please provide:
- Your order number
- A description of the issue
- Clear photographs showing the rug and the specific problem
- Any additional information reasonably needed to review the issue
We will review the submitted information and inspect the returned product when necessary. If the issue is confirmed to be our responsibility, such as an incorrect product being sent or damage that occurred before delivery, arcadians will cover the applicable return-label cost.
Product Condition and Inspection
All returned rugs are subject to inspection. The purpose of the inspection is to verify the condition of the product and the reason for the return.
If a customer reports a defect or damage, we may compare the submitted photographs and the returned rug to determine whether the reported issue matches the condition of the product.
If a rug was reported as defective or damaged, but the returned product is found to be in a different condition or the reported issue cannot be verified, the return may be reviewed based on the actual condition of the returned product.
Customers should not attempt to repair, alter, clean, or otherwise modify a rug because doing so may affect the return assessment.
Return Shipping Responsibility
For a non-defective return, the customer is responsible for the return shipping cost and return label.
If the return is due to an error on our part, such as receiving the wrong rug or receiving a product that was damaged before delivery, arcadians will pay the applicable return-label cost.
Direct Exchanges
Direct exchanges are not accepted. If you want a different decorative rug, you may return the eligible original product according to this policy and place a new order separately.
Restocking Fee
Restocking fee: $0. arcadians does not charge a restocking fee on eligible returns.
This does not change the customer’s responsibility for return shipping costs when the return is not caused by an error on our part.
Refund Process
After we receive the returned rug, the return will be reviewed and inspected when required. If the return meets the applicable conditions of this policy, the refund will be approved.
Approved refunds are generally issued within 10 business days after the return has been received and the applicable review has been completed.
The refund will be made through the applicable payment method used for the original purchase, subject to the payment provider’s processing procedures.
Late or Delayed Refund
If your refund has been approved but you have not received it within the expected timeframe, please first check your original payment account and allow for any additional processing time required by the payment provider.
If the refund still does not appear, contact support@arcadians.shop with your order information so we can review the refund status.
Important Return Requirements
Before sending a rug back, customers should contact arcadians and receive return instructions. Do not send a return to an address obtained from a third party or from an old order.
A return request must be submitted within the 28-day return window. Customers should keep their return shipment information until the return has been received and the refund process has been completed.
Contact for Returns
For return or refund assistance, contact:
Email: support@arcadians.shop
Chat Support: Available 24/7
Business Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT-4)
Business Address: 307 Valley Dr, Dalton, Georgia 30720, United States