We price our rugs to deliver exceptional quality without the retail markup - and part of how we do that is by operating thoughtfully on returns. We appreciate your understanding, and we're committed to making sure every customer ends up with a rug they love.

30-day window:

We accept returns on eligible items within 30 days of delivery. To initiate a return, please contact us at returns@groundstory.com before sending anything back. We ask for this step because in most cases, we can find a better solution - whether that's a replacement or something else that works for you.

How to start a return:

Email returns@groundstory.com with your order number and the reason for your return. We typically respond within 1-2 business days and will do our best to make it right before going the return route.

Damaged or defective items:

If your rug arrives damaged, please inspect it upon delivery and contact us at  returns@groundstory.com within 5 business days of receipt. Include your order number and photos of the damage. We will do our best to make it right promptly.

Eligibility:

To be eligible for a return, items must be unused and in original condition, free of pet hair, odors, dirt, or damage, and returned in original packaging where possible.

Fees:

We're transparent about the costs involved so there are no surprises:

• Original shipping charges are non-refundable
• Return shipping is the customer's responsibility. Given the size and weight of our rugs, we recommend getting a shipping quote before initiating a return.
• A restocking fee of 15% will be deducted from your refund to cover handling and inspection.