Refund policy
RETURNS POLICY
All of our stair runners are custom-cut to order, made specifically for your staircase. Because of this, we do not accept returns or exchanges for custom orders, sale items, or gift cards.
If you have any questions before ordering, please contact us at keith@directcarpet.ca. We also offer samples to help you confirm colour and texture before your full purchase.
DAMAGES & WRONG ITEMS
Please inspect your shipment immediately upon delivery and contact us within 7 days if any of the following occur:
- The item is defective
- The item was damaged in transit
- You received the wrong item
Email keith@directcarpet.ca with your order number, photos of the issue, and a brief description. We will review and work with you to make it right.
RESTOCKING FEE (RARE, PRE-APPROVED RETURNS ONLY)
If a return is approved by our team in writing (for example, a non-custom accessory), a $100 restocking fee will apply to cover shipping and handling on the return.
RETURN INSTRUCTIONS (FOR APPROVED RETURNS)
Ship to:
Direct Carpet Inc.
1527 Upper Ottawa St, Unit 15
Hamilton, Ontario L8W 3J4
Clearly mark the shipment “Return to Vendor” and include the original order number inside the box. Items sent back without a written return approval will not be accepted.
NO EXCHANGES
We do not offer exchanges on custom items. Please order samples first to ensure the colour and style are right for your home.
Note: “Custom order” means any stair runner that is cut or finished to dimensions selected for your staircase. Because each piece is made specifically for you, it cannot be resold. Thank you for understanding.