Return & Refund Policy

At Nagave, we want you to love your new rug. However, we understand that sometimes things don’t work out. We have crafted a transparent policy to ensure a fair process for both our customers and our business.

1. Cancellation Policy

We work quickly to process and ship your orders.

  • Timeframe: You may cancel your order for a full refund within 24 hours of placing it.

  • How to Cancel: Please contact us immediately at [email protected] with your order number.

  • After 24 Hours: Once the order has been processed or shipped, it cannot be canceled. If the item has already shipped, you will need to follow our Return Process below once you receive the package.

2. Return Window

We offer a 30-Day Return Policy. This means you have 30 days after receiving your item to request a return. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

3. Acceptable Reasons for Returns

We accept returns under two main categories:

A. Merchant Error / Defective Items (Free Return)

We will cover the return shipping cost and provide a full refund or replacement if:

  • Damaged/Defective: The rug arrived torn, stained, or with a manufacturing defect.

  • Wrong Item: We sent the wrong size, color, or design compared to your order.

  • Lost in Transit: The carrier confirmed the package was lost.

  • Note on Color: Please note that colors may vary slightly due to different monitor settings and lighting in your home. Minor color variations are not considered manufacturing defects.

B. Customer Remorse / Change of Mind

If you simply changed your mind, ordered the wrong size, or decided the rug doesn’t fit your decor:

  • Please contact us within the 30-day window.

  • Responsibility: The customer is responsible for the return shipping costs.

  • Condition: The item must be unused, clean, and in its original packaging.

  •  A 15% restocking fee will be deducted from your refund to cover handling and inspection costs.

4. Non-Returnable Items (No Exceptions)

Due to the nature of our business, we cannot accept returns for:

  • Custom/Personalized Products: Rugs made to custom sizes or designs specifically for you.

  • Used/Wash Items: Rugs that show signs of wear, dirt, pet hair, or have been washed.

  • Sale Items: Items marked as “Final Sale” or “Clearance”.

  • Rug Pads: Unless unopened and in original packaging.

5. Return Process

To initiate a return, please follow these steps:

  • Step 1: Contact Us: Email us at [email protected] within 30 days of delivery.

    • Subject: Return Request – [Your Order Number]

    • Content: Reason for return and photos/videos if the item is damaged.

  • Step 2: Approval & Instructions: Our team will review your request within 1-2 business days.

    • If approved, we will send you the return address and instructions (RMA).

    • For defective items, we will provide a pre-paid shipping label.

  • Step 3: Pack & Ship

    • Important: Rugs must be ROLLED tight, never folded (folding causes permanent creases and damage).

    • Pack the item securely in its original packaging (or equivalent heavy-duty plastic).

    • Drop it off at the designated carrier.

6. Refunds

Once we receive and inspect your return:

  • Inspection: We will verify that the rug is in acceptable condition (clean, free of pet hair/stains).

  • Approval/Rejection: We will notify you via email.

  • Processing: If approved, your refund will be processed automatically to your original method of payment.

    • For “Change of Mind” returns, the original shipping cost (if any) is non-refundable.

Timeline:

  • Please allow 3-5 business days for us to inspect the return after it arrives at our warehouse.

  • Once issued, it may take 7-10 business days for your bank to post the funds to your account.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.

  2. Contact your credit card company (it may take some time before it officially posts).

  3. Contact your bank. If you’ve done all of this and still have not received your refund, please contact us.

8. Contact Information

If you have any questions regarding our policy, please contact us:

  • Email: [email protected]

  • Address: 1209 Mountain Road Pl NE # 4949, Albuquerque, NM 87110

  • Support Hours: Mon – Sat / 8:00 AM – 5:00 PM