Not happy? Want to change it?
Email our team at info@aerialrug.com and we will do our best to resolve the problem.
We understand a rug is a big investment. For this reason we strive for complete customer satisfaction every single time!
Approve carefully!
Our team carefully designs rugs and other custom products to your liking, waiting for your final approval before sending items into production. For this reason, returns are limited to printing and manufacturing errors only.
Custom Orders, Proof Approval, and Refunds
Every custom order is made to order. After you purchase, we email a design proof for your approval, and production begins once you approve it.
Cancellations. You may cancel for a full refund any time before we send your first design proof. After a proof has been sent, a cancelled order is refunded less a $50 design fee. Once you approve your proof and the order enters production, it cannot be cancelled or refunded.
Unanswered proofs. If we don't hear back on a proof, we'll send reminders to the email address on your order. If we receive no response within 60 days of sending the proof, the order is closed and the amount paid, less the design fee, converts to store credit. Store credit can be used to restart your order at any time and is not redeemable for cash.
Refund requests. All refund requests must be made within 60 days of the order date. We do not issue refunds after that point. Returns of completed products remain limited to printing and manufacturing errors, reported within 14 days of delivery.