Refund policy

Return & Refund Policy

At Lusso Rugs & Furniture, we carefully select and inspect every piece before it leaves our showroom or warehouse. Because many of our products are handmade, oversized, limited-production, or specially ordered, please review the following policy before completing your purchase.

Rugs — 30-Day Free Returns

Eligible, regularly priced, in-stock rugs may be returned free of charge within 30 calendar days of delivery or pickup.

To qualify for a free return:

  • You must contact Lusso within 30 calendar days of delivery or pickup to request return authorization.

  • The rug must be unused, unaltered, and in its original condition.

  • The rug must be free from stains, odors, pet hair, damage, excessive wear, or other signs of use.

  • All original tags, packaging, and protective materials must be included when available.

  • Proof of purchase is required.

For eligible rug returns within the continental United States, Lusso will arrange and cover standard return shipping or pickup.

Eligible rug returns are not subject to a restocking fee.

Free rug returns do not apply to:

  • Custom-sized or made-to-order rugs

  • Special-order rugs

  • Rugs that have been cut, resized, bound, surged, treated, or otherwise altered

  • Clearance or final-sale rugs

  • Antique, vintage, floor-model, showroom-sample, or as-is rugs

  • Rugs delivered outside the continental United States

  • Rugs damaged after delivery

  • Rugs returned in a condition different from how they were received

Furniture and Décor Returns

Eligible, regularly priced, in-stock furniture and décor merchandise may be returned within 7 calendar days of delivery or pickup.

To qualify for a return:

  • You must contact Lusso within 7 calendar days of delivery or pickup.

  • The merchandise must be unused, uninstalled, unaltered, and in its original condition.

  • All original packaging, tags, protective materials, hardware, and accessories must be included.

  • The merchandise must be free from stains, odors, pet hair, damage, wear, or other signs of use.

  • Proof of purchase is required.

Approved furniture and décor returns are subject to a 20% restocking fee.

Customers are responsible for all return shipping, freight, pickup, packaging, insurance, and transportation expenses associated with furniture and décor returns.

Original delivery, shipping, handling, assembly, installation, and white-glove service charges are nonrefundable.

If the original order included complimentary or discounted delivery, Lusso may deduct the actual delivery or shipping expense from the refund.

Nonreturnable and Final-Sale Items

The following purchases are final sale and cannot be returned, exchanged, or canceled unless the merchandise arrives damaged, materially defective, or incorrect:

  • Custom, made-to-order, or special-order merchandise

  • Rugs ordered in custom sizes, shapes, colors, or materials

  • Rugs that have been cut, resized, bound, surged, treated, or altered

  • Furniture ordered in a custom fabric, leather, finish, size, or configuration

  • Sale, clearance, promotional, discontinued, or final-sale merchandise

  • Antique, vintage, floor-model, showroom-sample, or as-is merchandise

  • Installed, assembled, altered, or modified merchandise

  • Fabric, finish, material, and rug samples

  • Gift cards

  • Trade, designer, wholesale, commercial, and tax-exempt orders, unless otherwise agreed to by Lusso in writing

Deposits and payments made toward custom, made-to-order, and special-order merchandise are nonrefundable once the order has been approved and placed with the manufacturer or supplier.

Order Cancellations

Regular in-stock orders may be canceled before they enter processing, preparation, transfer, or shipment.

Once an order has been processed, prepared for delivery, transferred from another location, or shipped, it cannot be canceled and will be subject to this Return & Refund Policy.

Custom, made-to-order, and special-order purchases cannot be canceled after the order has been approved, payment has been received, or production has begun.

If Lusso is unable to fulfill an order, the customer will be notified and offered an appropriate replacement, revised delivery estimate, store credit, or refund.

Return Authorization

All returns require prior written authorization from Lusso.

Please do not ship or bring merchandise back to our showroom or warehouse without receiving return instructions and authorization. Unauthorized returns may be refused.

After a return request is approved, Lusso will provide instructions regarding shipping, pickup, packaging, or delivery.

Return Shipping and Transportation

For eligible rug returns within the continental United States, Lusso will arrange and cover standard return shipping or pickup.

For furniture, décor, and other merchandise, the customer is responsible for return shipping, freight, pickup, packaging, insurance, and transportation expenses unless the return results from an error by Lusso or confirmed damage or defect.

Large rugs, furniture, mirrors, artwork, and oversized merchandise must be properly packaged and transported. Lusso may require the use of an approved carrier or delivery provider.

The customer is responsible for the merchandise until it is received and inspected by Lusso. Lusso is not responsible for merchandise lost or damaged during return transportation arranged by the customer.

Damaged, Defective, or Incorrect Merchandise

Please inspect all merchandise immediately upon delivery or pickup.

Visible damage to freight or white-glove deliveries should be noted on the delivery receipt before signing. When possible, merchandise with significant visible shipping damage should be refused.

Damage, defects, missing components, or incorrect merchandise must be reported to Lusso within 48 hours of delivery or pickup.

To submit a claim, please provide:

  • Your name and order number

  • A description of the issue

  • Clear photographs of the merchandise

  • Photographs of the packaging and shipping label

  • Photographs showing damage to the box, crate, wrapping, or protective materials

Please keep all packaging until the claim has been reviewed. Discarding packaging before the claim is resolved may affect our ability to process a shipping or carrier claim.

After reviewing the claim, Lusso may arrange a repair, replacement, exchange, store credit, partial refund, or full refund, depending on the circumstances and availability of the merchandise.

Handmade and Natural-Material Variations

Many Lusso products are handmade or created from natural materials.

Minor variations in color, weave, texture, pattern, size, grain, veining, finish, distressing, or craftsmanship are normal characteristics and are not considered defects.

Handmade rugs may display slight irregularities, temporary shedding, loose fibers, sprouting, abrash, or variations in dimensions.

Natural stone, wood, leather, metal, onyx, marble, wool, and other organic materials will naturally vary from one piece to another.

Colors may also appear different depending on lighting conditions, surrounding furnishings, photography, and individual screen settings. Customers may request additional photographs or available material samples before placing an order.

Refund Processing

Once an approved return is received, Lusso will inspect the merchandise.

If the return meets the requirements of this policy, the refund will be issued to the original payment method.

Eligible rug returns will receive a refund without a restocking fee or standard return-shipping deduction.

Furniture, décor, and other merchandise refunds may be reduced by applicable:

  • Restocking fees

  • Original shipping or delivery expenses

  • Return transportation expenses

  • Repair or cleaning expenses

  • Repackaging expenses

  • Damage or missing-item deductions

  • Nonrefundable service charges

Approved refunds are generally processed within 7–10 business days after inspection.

Financial institutions and credit-card providers may require additional time to post the refund to your account.

Lusso reserves the right to reduce or deny a refund when returned merchandise is used, damaged, altered, incomplete, improperly packaged, or otherwise not returned in its original condition.

Exchanges

Approved exchanges are handled as a return of the original merchandise and a separate purchase of the replacement merchandise.

Customers are responsible for any applicable price difference, restocking fee, shipping, delivery, pickup, or service expenses associated with an exchange.

Eligible rugs returned within the 30-day return period will not be subject to a restocking fee.

Delivery and Access

Customers are responsible for confirming that merchandise will fit through all entryways, elevators, stairways, hallways, doorways, and intended installation areas.

Merchandise that does not fit into the customer’s property is not considered defective.

Redelivery, return transportation, storage, restocking, disassembly, or modification expenses resulting from access limitations are the customer’s responsibility.

Refused or Missed Deliveries

Customers are responsible for being available during the confirmed delivery window.

Additional delivery, storage, handling, or redelivery charges resulting from missed appointments, incorrect delivery information, restricted access, or refusal of merchandise without confirmed damage may be charged to the customer.

Contact Us

To request a return or report a problem, contact:

Lusso Rugs & Furniture
1505 Oak Lawn Avenue, Suite 400
Dallas, Texas 75207

Email: info@lusso-home.com
Phone: (214) 377-7843

Please include your name, order number, reason for the request, and photographs when applicable.

Policy Rights

Lusso reserves the right to determine whether merchandise qualifies for a return, exchange, repair, replacement, store credit, or refund in accordance with this policy.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.