Refund policy
Returns are accepted for full price apparel and full price domestic rug sales within seven (7) days once delivered. All other items are final sale - no exchanges or returns.
Return requests for apparel can be made through your customer account, please follow the steps below;
- Log in to your account
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to our online store, and then enter the six-digit verification code.
- Click "Request return" for the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Request return". If your return request is approved, then you will recieve an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund less a restocking fee (10% of the item(s) total).
To request a return for rugs, please email clientservices@heirloomgrade.com
APPAREL
Returns are accepted for full price apparel within seven (7) days of receipt of item. Apparel purchased during our sale periods are final sale and not eligible for return.
Our policy lasts seven (7) days. If 7 days have gone since you received the purchase, unfortunately, we can't offer you a refund or exchange.
To be eligible for a return or replacement, your item should be unused and in the same condition that you received it. Any item not in its original condition is damaged for reasons not due to our error and cannot be returned.
To request a return, you must log in to your customer account. If you are eligible for a return/refund, we will provide the necessary shipment information to send back the item(s).
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note, a restocking fee (10% of the total order amount) will be deducted from the amount refunded.
RUGS
Returns are accepted on full price domestic website rug sales within seven (7) days of receipt of item unless noted otherwise in the item description. Rugs purchased during our sale periods are final sale and not eligible for return.
To request a return for rugs, please email clientservices@heirloomgrade.com
For rug returns - the customer is liable for all fees to properly pack and ship product back to Heirloomgrade. Rugs must be unused and in their original packaging (if applicable). Please ship using UPS or USPS certified mail, we are not responsible for lost or stolen items. Once the rug is received by Heirloomgrade in the same condition as it was shipped a refund will be issued less a re-stocking fee (10% of the total rug price). Shipping fees are non-refundable.
Customer must contact Heirloomgrade within the seven (7) day return window, returns will not be accepted after the seven day window ends. Return rugs must be shipped within three (3) days of notifying Heirloomgrade of your intention to return. International rug sales are not eligible for return/refund.