Refund policy

Returns & Exchanges

ALL SALES ARE FINAL

All purchases from Hemphill’s Rugs & Carpets are FINAL SALE.

Because our rugs and other merchandise are ordered specifically for each customer, we do not accept returns or exchanges and do not issue refunds or store credit for change of mind, color, size, appearance, fit, or any other reason other than an approved damage, defect, or incorrect-item claim.

We encourage customers to carefully review all product information, dimensions, colors, materials, and specifications before placing an order.

Rugs & Special-Order Merchandise

All area rugs, special-order merchandise, custom merchandise, and made-to-order items are FINAL SALE and non-returnable.

This includes, but is not limited to:

  • Area rugs

  • Custom-size rugs

  • Custom colors or specifications

  • Cut or bound rugs

  • Carpet and other cut materials

  • Hardwood, luxury vinyl, and other flooring

  • Rug pads cut or ordered to size

  • Clearance, closeout, and discontinued merchandise

  • Any merchandise ordered specifically for a customer

Once an order has been placed with the manufacturer, it cannot be canceled, returned, or exchanged.

Damaged, Defective or Incorrect Merchandise

Customers are responsible for carefully inspecting all merchandise at the time of delivery.

If Damage Is Visible at Delivery

If the merchandise or packaging shows visible signs of damage when delivered, please refuse the shipment whenever possible and note the damage with the carrier.

Take photographs of the damaged merchandise and packaging and contact Hemphill’s Rugs & Carpets immediately.

If Damage Is Discovered After Delivery

If damage, a defect, or an incorrect item is discovered after the carrier has left, it must be reported to Hemphill’s Rugs & Carpets immediately and no later than 24 hours after delivery.

Damage or defects reported more than 24 hours after delivery may not be accepted as a shipping or delivery damage claim.

When reporting a claim:

  • Keep all original packaging and shipping materials.

  • Take clear photographs of the merchandise, packaging, shipping labels, and any visible damage.

  • Contact Hemphill’s Rugs & Carpets immediately with your order information and photographs.

  • Do not use, clean, alter, install, discard, or return the merchandise until you receive instructions from Hemphill’s Rugs & Carpets.

Please do not return damaged merchandise directly to the manufacturer or ship it back to Hemphill’s Rugs & Carpets without authorization.

Approved damage or incorrect-item claims will be handled by Hemphill’s Rugs & Carpets and/or the manufacturer, as applicable.

Manufacturing defects that are not reasonably identifiable at the time of delivery are subject to inspection and the applicable manufacturer's warranty and claim procedures.

Shipping & Delivery Charges

All shipping, freight, and delivery charges are non-refundable.

Hemphill’s Rugs & Carpets is not responsible for delays caused by manufacturers, freight carriers, shipping companies, weather, or other circumstances outside of our reasonable control.

Colors, Patterns & Product Appearance

Product colors may appear differently depending on your computer, phone, tablet, monitor settings, lighting, and other factors.

Natural, handmade, hand-knotted, hand-tufted, and other textile products may have normal variations in color, texture, pattern, weave, size, and construction. These characteristics are inherent to many rug products and are not considered defects.

We strongly encourage customers to request available samples or additional product information before ordering when exact color, texture, or material is especially important.

Normal product variations or differences between a product's appearance online and in person are not grounds for a return, exchange, refund, or store credit.

Order Accuracy

Customers are responsible for reviewing and confirming the item, size, color, quantity, material, and other specifications before placing an order.

Once an order has been submitted to the manufacturer, changes or cancellations may not be possible.

IMPORTANT — PLEASE REVIEW BEFORE ORDERING

By completing a purchase with Hemphill’s Rugs & Carpets, you acknowledge and agree that:

ALL SALES ARE FINAL. NO RETURNS, EXCHANGES, REFUNDS, OR STORE CREDITS WILL BE PROVIDED EXCEPT FOR APPROVED DAMAGED, DEFECTIVE, OR INCORRECT MERCHANDISE CLAIMS.

Merchandise should be inspected at the time of delivery. Visible damaged merchandise should be refused to the carrier whenever possible. Any damage, defect, or incorrect merchandise discovered after delivery must be reported to Hemphill’s Rugs & Carpets immediately and within 24 hours of delivery.

Please contact us with any questions before placing your order.

Hemphill’s Rugs & Carpets
448 E. 17th Street
Costa Mesa, CA 92627
hello@RugsAndCarpets.com