Refund policy

Our Commitment

At Merchnari, we want you to be completely satisfied with your rug purchase. Rugs can look and feel different in person than on screen, and we understand that. If something is not right with your order, we will work with you to make it right.

30-Day Return Window

We accept return requests within 30 days of the delivery date.

To be eligible for a return, all of the following must apply:

Item is in its original condition — clean, undamaged, and free of pet hair, stains, or odors
Item has not been cut, altered, or used outdoors (for indoor rugs)
Item is rolled or folded in a returnable condition
Return request is submitted within 30 days of delivery
Proof of purchase or order confirmation is provided

Note on rug condition: We understand that you may unroll a rug to see it in your space before deciding. A rug that has been unrolled and laid flat for inspection is still eligible for return, provided it has not been used, soiled, or damaged. A rug that shows signs of foot traffic, pet use, or outdoor exposure is not eligible for return.

How to Start a Return

Email support@merchnari.com with your order number and reason for return
Our team will review your request within 1–2 business days
If approved, you will receive return instructions and the return shipping address
Roll or fold the rug securely and ship using a trackable service within 7 days of receiving return approval
Once we receive and inspect the rug, we will process your refund

Do not ship items back without prior approval. Unauthorized returns may be refused or delayed.

Return Shipping Costs

Return Reason	Who Pays Return Shipping
Defective, damaged, or incorrect item	Merchnari covers return shipping
Wrong size or color received	Merchnari covers return shipping
Change of mind / does not match decor	Customer is responsible
Ordered wrong size	Customer is responsible

Please note that return shipping for large rugs (6x9 and above) can be significant due to size and weight. We recommend measuring your space carefully and reviewing the size guide on each product page before purchasing.

Original outbound shipping fees are non-refundable unless the return is caused by our error.

Damaged, Defective, or Incorrect Items

Please inspect your rug carefully upon delivery. If your rug arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery at support@merchnari.com with:

Your order number
Clear photos of the defect, damage, or incorrect item
Photos of the packaging and shipping label
A brief description of the problem

Once reviewed and approved, we will offer one of the following:

Replacement of the item
Full or partial refund to your original payment method
Store credit

Non-Returnable Items

The following are not eligible for return or refund:

Rugs showing signs of use, foot traffic, staining, pet hair, or odor
Rugs that have been cut or altered in any way
Outdoor rugs that have been used outdoors
Clearance or final sale items marked as non-returnable at time of purchase
Items returned without prior written approval from our support team

Refund Processing

Once your return is received and inspected, we will notify you by email of the outcome.

Outcome	Timeline
Refund approved	Processed within 5–10 business days to your original payment method
Partial refund	Applied if rug is returned with minor issues
Refund denied	Item returned to you at your expense if conditions are not met

Exchanges

We replace items only if they are defective, damaged, or incorrect. We do not offer size or color exchanges for change of mind. If you need an exchange due to a product issue, contact us at support@merchnari.com with your order number and photos of the problem.

Order Cancellations

Orders may be canceled within 2 hours of placement, provided the order has not yet been processed or dispatched. To request a cancellation, email support@merchnari.com immediately with your order number.