We thoroughly inspect all merchandise before it is shipped, however, accidents do happen. Should you find that your item is defective or you received a different item than what was ordered, please contact RugPal immediately so we can arrange for the return and replacement. When the item is damaged or defective we will be happy to ship the replacement to you or issue a full refund if you so choose. When returning these items please keep the original packaging. If you have discarded the original packaging, don't worry, we can ship you packing material for free upon request, but please note that it is the customer's responsibility to have the item packaged and ready for pickup. Once your item has been received and has passed inspection we will issue your refund.