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Returns Policy

Any Houseoon products purchased from houseoon.com can be returned for a full refund (minus a $25 processing fee* per item) or exchanged within 30 days of the delivery date.

To receive a full refund, the original item MUST be in new condition and returned without:

Pet dander or fur

Dirt or grass stains

Signs of wear, washing, or improper care

Damage or stains

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.

Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport. If you have received multiple items in one package, please reach out to our Customer Care team at support@houseoon.com for assistance.

All refunds are issued back to the original form of payment used during purchase.

Shipping

For Houseoon products, we ship to the U.S. (including Alaska and Hawaii), Canada. If you reside in a different country, please email our Customer Care team at service@houseoon.com with your name, country, and email to be added to our mailing list. We will reach out once we begin shipping to your country.

When you choose express shipping, we prioritize your order to the top of our production queue. For US Express Shipping after your rug has been made, we then ship it within 1-2 business days via FedEx 2 day shipping service, which typically takes between 1 and 2 days to arrive

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.