Refund policy

We have a Very Strict Zero-return policy as all of our Stair Runners are custom-made.

 We Also Want Our Customers to Be Happy. If you Desperately Do Not Want your Stair Runner, you can return it within 30 Days of Purchase.

You are responsible for your return, along with a $100.00 Restocking fee, as all our Stair Runners are made to Order after Checkout.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at keith@directcarpet.ca. Please note that returns will need to be sent to the following address: [Direct Carpet Inc, 1527 Upper Ottawa St, Unit 15, Hamilton, Ontario, Canada L8W 3J4] 

 Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at keith@directcarpet.ca

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
No Returns on Landings or Custom Orders!

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we’ve approved your return, please contact us at keith@directcarpet.ca