Refund policy

Last updated: April 2026

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 Return 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

Refunds

Once your return is received and inspected, refunds are processed within 5-7 business days to your original payment method. You'll receive email confirmation when it's issued.

Have questions or need more information? We're always here to help. Email us at returns@groundstory.com or contact us here.