Return Policy

Trecage wants every rug to fit your home perfectly. If you find a product "unsuitable" or "defective" after receiving it, you can request a return within the specified period. We will provide a fair and convenient process to protect your legal rights.

Return Validity Period

You can submit a return request within 30 days from the date you signed for your package. Orders older than 30 days are not eligible for returns, except for product quality issues (valid documentation required).

Return requests can only be submitted through two channels: 1. Log in to your Trecage account, find the order in "My Orders," and click "Request Return"; 2. Send an email to service@trecage.com (please include "Return" and your order number in the subject line). You cannot return the product directly by mail. Return Requirements

A return must meet the following requirements:

Product Condition: The carpet must be unused, unlaid, free of stains, wear, or hair residue. The original packaging (including the moisture-proof bag, carton, tag, and care instructions) must be intact and not susceptible to resale.

Liability: If the return is due to "personal reasons" (e.g., choosing the wrong size, disliking the pattern, or it doesn't match your home style), you will be responsible for the return shipping costs. Please ensure that the return is packaged in moisture-proof and scratch-resistant packaging to prevent damage during transportation. If the return is due to "product quality issues" (e.g., factory defects, excessive lint shedding, or poor anti-slip performance) or "our error" (e.g., incorrect style or size), Trecage will cover the return shipping costs. We will provide a return label or reimburse the shipping costs, depending on the circumstances.

Specialty: Custom-sized or custom-patterned carpets are not eligible for resale and are not currently available for returns. Please confirm your needs before placing an order (you can contact customer service to provide your measurements for customization suggestions).
Step-by-Step Return Process

Submit a return request: Submit a return request via your account or email. Please specify the reason for return (e.g., size discrepancy, quality issues, or dislike of pattern), quantity returned, and contact information. You must also upload photos of the product in its current condition (for quality issues, please focus on the details of the problem; for size issues, please take photos of the measurement process).

Review and Confirmation: We will review your request within 1-2 business days. Once approved, we will email you the return address, return number, and packaging instructions (please write the return number on the outside of the package for easy identification).

Returning the Product: Please return the carpet in moisture-proof and scratch-resistant packaging within 7 days of receiving the return address (it is recommended to use the original packaging). Please retain the tracking number for tracking purposes.

Refund Processing: Upon receipt of the returned product, we will inspect the product within 3-5 business days. Once we confirm that it meets the return requirements, we will refund the money to your payment account (credit card, PayPal, etc.). Refund processing time is subject to the payment platform's policy (usually 3-7 business days).
Circumstances in which returns are not accepted

Carpets that have been used and have obvious stains, wear, hair residue, or odor, which would affect resaleability;

Carpets that have exceeded the 30-day return period and lack proof of quality issues;

Carpets that are damaged due to improper storage (such as moisture or exposure to sunlight) or improper return packaging;

Gifts or samples (if any) that are returned separately, or gifts that were not returned with the main product.