At Whoodat, we understand that choosing the right rug is an important part of making a space feel like home. Sometimes, a rug may look different than you imagined once you see it in your room. We want you to feel comfortable reaching out if something isn't quite right.
Our return policy is designed to make the process clear and straightforward, while helping us ensure that returned rugs are handled appropriately. Please review the guidelines below before starting a return.
30-Day Return Window
You may request a return within 30 days of receiving your order.
If your rug doesn't suit your space or you change your mind, please get in touch with our customer service team within this period to request a return. Returns must be approved by our team before the item is sent back.
To help us process your request smoothly, please provide your order number and explain the reason for your return. We will review your request and provide the relevant return instructions.
Return Conditions
Because rugs are home furnishings that may be unrolled, placed on floors, and exposed to dust or other substances, we ask that returned items meet the following conditions.
Eligible for Return
- Unused and in good condition: Rugs should be clean, stain-free, and show no signs of regular use. Lightly unrolling a rug to inspect its color, texture, and size is generally acceptable, as long as the rug remains in good condition.
- Free from damage: The rug must not have tears, cuts, burns, permanent marks, or other damage caused after delivery.
- No excessive dirt or odors: Rugs must not have accumulated dirt, pet hair, food stains, smoke odors, or other strong odors resulting from use or storage.
- Original packaging where possible: Please retain the original packaging and use it for the return when reasonably possible. If the original packaging is unavailable, contact us for guidance on suitable protective packaging.
- Complete return: Include any accessories or other items supplied with the rug as part of the original order.
Additional Considerations for Different Rug Materials
- Jute Rugs: Jute is a natural fiber, so minor variations in color, texture, and fiber appearance may occur. These natural characteristics are not necessarily defects. Returned jute rugs should be dry, clean, and free of moisture damage, mold, stains, or excessive fraying from use.
- Polypropylene Rugs: Return these rugs free of dirt, spills, pet stains, and surface or backing damage. Heavily used, washed, or altered rugs may not qualify for a change-of-mind return.
- Wool Rugs: Wool is a natural material and may vary slightly in texture or appearance. Returned wool rugs must be clean and dry, without persistent odors, stains, moth damage, or damage from improper cleaning or handling.
Natural variations that are characteristic of a material are not automatically considered product defects. However, if you believe your rug arrived defective, damaged, or different from the item you ordered, please get in touch with us so we can review the issue on a case-by-case basis.
Items That May Not Qualify for a Change-of-Mind Return
A return may not be accepted if the rug has been substantially used, washed, or treated in a way that affects its condition, cut or altered, damaged after delivery, or returned with significant stains, odors, or other signs of use.
These conditions do not limit any rights you may have under applicable consumer protection laws.
How to Return an Item
Please follow the steps below to help us handle your return efficiently.
Step 1: Contact Our Customer Service Team
Email us at whoodatofficial@hotmail.com within 30 days of receiving your order.
Please include:
- Your order number
- The name or description of the rug you wish to return
- The reason for your return
- Photos of the rug, if they would help explain its condition or the reason for the request
If the rug arrived damaged, defective, or incorrect, please include clear photos of the affected area and the packaging, if available.
Step 2: Wait for Return Approval
Our team will review your request and confirm whether the item qualifies for return. If approved, we will provide the return instructions and the applicable return address.
Please do not send the rug back before receiving approval and instructions from our team. Packages sent without prior authorization may be delayed or may not be processed correctly.
Step 3: Prepare the Rug for Return
Before shipping the rug, make sure it is clean, completely dry, and properly protected.
Roll or fold the rug according to its construction and any instructions provided by our team. Avoid forcing a rug into packaging that may damage its fibers, backing, or shape. Secure the package to help prevent dirt, moisture, and damage during transit.
Please include any required order information or documentation provided with your return approval.
Step 4: Ship the Package
Send the approved return using the shipping method and address provided by our customer service team.
Unless the return is due to an error on our part or a defective or damaged item, return shipping costs are generally the customer's responsibility. If the return concerns a damaged, defective, or incorrect item, please get in touch with us before arranging shipment so we can review the situation and explain the next steps.
We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.
Step 5: Inspection and Refund
Once we receive the returned rug, our team will inspect its condition and confirm it meets the applicable return requirements.
If the return is approved, we will arrange the refund to your original payment method. Refund processing times may vary depending on your payment provider and financial institution.
If the returned item's condition is an issue, we will contact you to explain the situation before determining the appropriate next steps.
Refunds and Return Shipping Costs
For approved change-of-mind returns, the original shipping charges, if any, are generally non-refundable, and the customer is responsible for the return shipping costs unless otherwise stated or required by applicable law.
If you receive a rug that is damaged, defective, or materially different from what you ordered, please get in touch with us with your order details and supporting photos. We will review the issue and work with you on an appropriate resolution, including any applicable return shipping arrangements.
Refunds are issued to the original payment method whenever possible. Please allow additional time for your bank or payment provider to make the refunded amount available.
Exchanges
If you would prefer a different rug, size, or style, please get in touch with us before returning your original item.
Exchange options depend on product availability and the circumstances of your request. Our team will explain the available options and whether you need to return the item before making a new purchase.
Contact Us About a Return
If you have questions about eligibility, return packaging, or the status of your request, we're happy to help.
Email: whoodatofficial@hotmail.com
Phone: +1 515 491 5082
Address:
5416 Cody Drive
West Des Moines, Iowa
United States
Our customer service hours are Monday through Friday, 9:00 AM–5:00 PM Central Time (CT), excluding public holidays. We aim to respond to inquiries within 1–2 business days.
Thank you for choosing Whoodat. We appreciate the care you put into making your home feel right, and we'll do our best to make the return process clear and considerate whenever you need us.