Below FAQ are some common concerns of our clients before purchasing the product.
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Any Houseoon products purchased from 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 for assistance.

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

Unfortunately at this time, we do not offer exchanges. You can simply return your item and repurchase the item of your choosing.

Now that you've initiated your return on our Easy Returns Page follow the below steps;

1.) Print the label: FedEx should be sending you a link to your return label. Print it using your method of choice! We unfortunately are unable to print out return labels on behalf of our customers.

2.) Re-wrap your item if it isn't still wrapped: Unfortunately, FedEx won't let us ship loose/unpackaged items, so we do ask that you securely wrap your item(s), either in the original wrapping or a similarly secure plastic.

3.) Label your return: You can do this one of two ways:

a. Place the label in a FedEx Shipping Pouch (they will have one at your FedEx drop-off location) and attach the pouch to your return.

b. Just use clear plastic shipping tape to tape the folded label directly onto your wrapped item. Make sure you cover the entire label in tape to make sure it’s secure!

4.) Ensure that there are no other tracking labels attached to your package: other labels are very confusing to FedEx. Keeping only one label on your package is the best way to make sure your package comes straight to us! You can simply cross out the old label or cover it with the new one.

5.) Drop off your package: you can do this at any FedEx Office, FedEx Ship Center, FedEx Alliances (Office Depot or OfficeMax), or a FedEx Authorized Shipping Outlet near you.

That's the whole process! Of course, if you do have any questions or concerns, please don’t hesitate to contact us by emailing us at

Yes, return shipping is paid for by the customer. The cost of return shipping is automatically calculated and displayed for you at the time you request a return and will be deducted from your refund amount.

Yes- it's important that your rug return is properly wrapped in order for FedEx to ship it back to our processing center.

A few tips we've received from our customers on materials you can use to wrap your rug return:

-The original wrapper it came in (if you never took your rug out of the packaging do not repackage!)

**Please remember to cover or remove all old shipping labels if using the original wrapping.

Quality is of the utmost importance to all of us here at houseoon. If your item(s) arrive damaged or you receive the incorrect item(s), please contact our Customer Service team and provide your order number, name of the product, and images of what you recieved.