Returns and exchanges

Our rugs are custom made to order therefore we do not accept returns or exchanges. Measure your space carefully and take advantage of our Swatch Program before you place your order.

In the event of a manufacturing defect (see below for items which are not considered defects), we will use reasonable efforts to expedite manufacturing related claims in accord with the manufacturer’s warranty. To report a defective item, please contact In the case that a delivered product is determined defective by True Rugs, we will gladly repair or exchange the item at no cost if reported within 7 days of receipt. All defective items must be returned like new in their original packaging or an equivalent.

The following conditions are normal and as such are not considered manufacturing defects:


Color and Texture

The rug may vary slightly from monitor display or swatch samples and slight variations from dye lot to dye lot. 

Pile Crushing

Lines are caused by the weight of the rolled rug distorting the pile during shipment. These will disappear with frequent vacuuming or can be removed immediately with professional steam treatment.

Shedding of Wool or Synthetic Rugs

This is a normal process and will minimize over time. For new carpet and rugs, we suggest vacuuming as often as two to three times a week until the shedding lessens. Much of the early wool shedding is caused by small fiber clippings that result from the shearing process. Shedding in no way reduces or shortens the life of the carpet or rug.

Matting and Crushing

This can occur in all carpet, especially at pivot points and traffic paths. Regular vacuuming and proper maintenance help minimize these characteristics.

Highlighting and Shading

Results from reflecting light at different angles on the surface. This is the nature of a cut pile rug and will in no way reduce or shorten the life of the rug.


Exposure to sunlight, humidity, heat, oxides and other atmospheric gases may cause colors to fade over time. Window treatments are recommended to help reduce these effects. Improper maintenance can also affect color. We recommend rotating the carpet several times a year if the rug is placed in direct sunlight.

Sprouting, Pulls, or Loss of Single Tufts

Simply trim the tuft with sharp scissors and vacuum. Avoid using a vacuum cleaner with power brush or “beater bar” on any loop product of any construction

Pick or Pull of Serged Edge Binding

The threading that is continuously wrapped around the edge of a carpet can be pulled by a vacuum cleaner with power brush or “beater bar” or any sharp edge. A fabric glue may help to resolve the issue.