Brown Jordan Rugs offers a 30-Day In-Home Trial on every rug we sell, except for rugs that have been bought on clearance. If you are unhappy with your purchase for any reason, you may return it – no questions asked.

Please note: processing & handling fees are non-refundable and you are responsible for payment of the return shipping charges.

Simply call for a Return Authorization Number (RA#), prepare the item to be returned and arrange for shipping to our warehouse from an insured carrier of your choosing.

Rules on returns

  • When calling for a RA#, please have your order number ready.
  • Do not fold, staple or tape any surfaces of the rug
  • The returned item must be in new condition. If it is soiled or damaged, it will be refused and returned to the shipper at the shipper’s expense.
  • No returns will be accepted without a Return Authorization Number (RA#). Returns that are received without a RA # will be refused and returned to the shipper at the shipper’s expense.
  • No returns will be accepted after the 30-day trial period has expired.

Handling merchandise damaged during delivery:

Please carefully inspect your order upon delivery to insure the merchandise is not damaged. If you encounter a problem, please do one of the following:

FOR VISIBLE DAMAGE:
If the packaging shows visible signs of damage, open the item immediately to check the contents, and ask the driver to inspect the contents with you. Then write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt.

If you feel like this merchandise is damaged beyond repair then the merchandise should be REFUSED. If you feel like this merchandise is acceptable with the noted damages you should accept the merchandise and determine if this merchandise can be retained with an allowance.

FOR CONCEALED LOSS OR DAMAGE – NO VISIBLE DAMAGE TO THE PACKAGING:
As soon as possible after delivery, unpack and inspect your shipment. Should you discover concealed loss or damage, report it to the freight carrier immediately and request an inspection within 15 days of the delivery date. Until you receive your inspection, please leave the containers and packing materials as they were when you first discovered the loss or damage.

REQUESTING AN INSPECTION:
After delivery, contact your local freight carrier’s service center or freight carrier’s customer service department to help you determine if an inspection and formal written report will be required. Occasionally the freight carrier may not have an inspector examine the damaged freight. Instead the freight carrier may request that you do the inspection yourself and keep a written description should a claim be filed later. Please note, however, that an inspection report is not a claim.

Please do not sign for items that are or may be damaged unless it is noted on the form. If you do not accept this merchandise due to damages contact Brown Jordan Rugs immediately and we will process a replacement order for you and handle all of the dealings with the freight company.

Remember, once you sign for the item or give permission to the freight carrier to leave the merchandise, you may be responsible for filing a claim with them if the merchandise has been damaged in shipping.

DEALERS

DEFECTIVE GOODS RETURNS (DEALERS)

Product may not be returned to the Supplier without it’s written consent or an RA# (Return Authorization Number).

Purchaser must report receipt of defective goods no later than 7 days from receipt of delivery. Supplier will contact Purchaser within 72 hours of receipt of email. Supplier, if it deems the defective merchandise is a manufacture defect, will organize shipping at the Supplier’s expense and will provide RA#

If you feel you have merchandise that has a manufacture defect, please email for a Return Authorization Number (RA#).

CANCELLED ORDERS AND CHANGE OF MIND RETURNS

Orders cannot be cancelled, in whole or part, without Supplier’s consent. Absent extenuating circumstances, changes of mind returns are not accepted. If Supplier agrees to return the product, Purchaser must return the product in unsoiled, undamaged and in a re-saleable condition with all original packaging when received by Supplier.

Purchaser will pay for all costs associated with replacement or repair. Purchaser is responsible for all shipping and handling fees to return the product.

Handling merchandise damaged during delivery:

Please carefully inspect your order upon delivery to insure the merchandise is not damaged. If you encounter a problem, please do one of the following:

FOR VISIBLE DAMAGE:
If the packaging shows visible signs of damage, open the item immediately to check the contents, and ask the driver to inspect the contents with you. Then write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt.

If you feel like this merchandise is damaged beyond repair then the merchandise should be REFUSED. If you feel like this merchandise is acceptable with the noted damages you should accept the merchandise and determine if this merchandise can be retained with an allowance.

FOR CONCEALED LOSS OR DAMAGE – NO VISIBLE DAMAGE TO THE PACKAGING:
As soon as possible after delivery, unpack and inspect your shipment. Should you discover concealed loss or damage, report it to the freight carrier immediately and request an inspection within 15 days of the delivery date. Until you receive your inspection, please leave the containers and packing materials as they were when you first discovered the loss or damage.

REQUESTING AN INSPECTION:
After delivery, contact your local freight carrier’s service center or freight carrier’s customer service department to help you determine if an inspection and formal written report will be required. Occasionally the freight carrier may not have an inspector examine the damaged freight. Instead the freight carrier may request that you do the inspection yourself and keep a written description should a claim be filed later. Please note, however, that an inspection report is not a claim.

Please do not sign for items that are or may be damaged unless it is noted on the form. If you do not accept this merchandise due to damages contact Brown Jordan Rugs immediately and we will process a replacement order for you and handle all of the dealings with the freight company.

Remember, once you sign for the item or give permission to the freight carrier to leave the merchandise, you may be responsible for filing a claim with them if the merchandise has been damaged in shipping.