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Refund and Returns Policy
Last Updated: 2025/05/20
At RORAYA, we take great pride in the quality and artistry of our premium rugs. If your purchase does not completely meet your expectations, we are here to help you guide through our return and order resolution process.
30-Day Return Policy (For Change of Mind)
- The Window: If you change your mind, choose an incorrect size, or are dissatisfied with the look of your rug in your space, you may request a return within 30 days of the delivery date for a refund.
- Condition Requirements: To be eligible for a full refund, the item must be in brand-new, unused, and sellable condition. The product must be completely free of visible wear, stains, odors, or pet hair.
- Return Shipping & Costs: Unless the return is due to our internal fulfillment error, customers are solely responsible for arranging and paying for all return shipping and freight costs. Original expedited shipping fees or delivery charges are strictly non-refundable.
- Packaging Requirements: Returned items must be rolled tightly and shipped back securely in their original packaging or equivalent heavy-duty protective wrap to prevent damage during transit. RORAYA is not liable for items lost or damaged during return transit.
5-Day Reporting Policy (For Damaged, Defective, or Incorrect Deliveries)
- The Window: Every order undergoes strict quality control before dispatch. However, if your package arrives damaged during transit, defective, missing components, or if you received an incorrect item, you must report the issue to support@roraya.com within 5 days of delivery (based on the carrier’s tracking arrival date).
- Requirements: Please include your order number, a brief summary of the discrepancy, and clear photographs of the product flaws as well as the packaging shipping labels.
- Resolution: For verified transit damage or sorting errors reported within this 5-day window, RORAYA will fully cover the costs to ship a replacement or issue a full refund. Claims made after 5 days of delivery shown on the tracking number will forfeit eligibility for a free replacement or standard damage compensation.
Non-Returnable Items
The following items are considered Final Sale and are strictly ineligible for returns, refunds, exchanges, or cancellations:
- Items showing any signs of consumer usage, washing, or consumer-inflicted damage.
- Custom-sized, modified, or personalized rug orders.
- Clearance products, promotional gift cards, or items clearly marked as “Final Sale” at the time of purchase.
International Returns Disclaimer
Due to the high cost and complexity of international logistics for heavy interior goods, orders shipped outside of our core domestic fulfillment network (including select overseas regions) may be subject to additional restocking fees or restrictions. Please consult our support team for regional specifications before shipping any items back to us. We do not accept unauthorized return drop-offs.
Refund Processing Time
- Once your return package arrives at our warehouse facility, it will undergo a thorough evaluation by our Quality Check team to ensure it meets our eligibility criteria.
- Upon approval, a refund notification email will be sent to you. Approved refunds will be automatically applied back to your original payment method within 3–5 business days.
How to Initiate a Return
To request a return authorization, please contact our dedicated care team with your order details:
Our support team will reply within 24–48 business hours with the necessary return instructions and the appropriate return warehouse address. Please do not send items back to the origin address on the package without prior written authorization.
RORAYA
Art Woven for Your Floors.