Refund Policy
Last Updated: [June 1, 2026]
At SERISSA, we want you to be satisfied with your purchase. If your rug is not the perfect fit for your home, eligible customers may request a return, exchange, or refund in accordance with the terms outlined below.
Because our rugs are household products that may be unpacked, handled, cleaned, or used within a home environment, all returns, exchanges, and refund requests are subject to the eligibility requirements and inspection process described in this policy.
By placing an order through SERISSA.us, you acknowledge and agree to this Refund Policy.
1. RETURN ELIGIBILITY
Most products purchased directly from SERISSA.us may be returned within 30 calendar days of delivery.
To qualify for a return:
- The return request must be submitted within 30 days of delivery.
- The item must meet all return eligibility requirements.
- The item must be returned according to SERISSA return instructions.
- A Return Authorization must be obtained before shipping the item back.
Returns requested after the 30-day return period may not be accepted.
2. EXCHANGE ELIGIBILITY
Eligible products may be exchanged within 30 calendar days of delivery.
Customers may request an exchange for:
- A different size
- A different color
- A different design
- A comparable product
All exchanges are subject to inventory availability.
3. ONE EXCHANGE PER ORDER
To ensure fair use of our exchange program, SERISSA permits one exchange per original order.
Additional exchanges may be denied at SERISSA's sole discretion.
4. PRODUCTS ELIGIBLE FOR RETURN OR EXCHANGE
Eligible products must:
- Be purchased directly from SERISSA.us
- Be returned within the approved return period
- Be in acceptable condition
- Show only reasonable inspection or trial use
- Meet all other requirements of this policy
All returned merchandise is subject to inspection.
Machine washing a rug according to the applicable care instructions does not, by itself, make the rug ineligible for return.
5. NON-RETURNABLE ITEMS
The following items are not eligible for return, exchange, or refund:
- Final Sale items
- Clearance items
- Closeout items
- Gift cards
- Promotional giveaway items
- Customized products
- Personalized products
- Products specifically designated as non-returnable
6. RETURN CONDITION REQUIREMENTS
Returned products must:
- Be reasonably clean
- Be free from excessive dirt
- Be free from excessive wear
- Be free from permanent or excessive staining
- Be free from strong odors
- Be free from mold or mildew
- Be free from excessive pet hair
- Be free from intentional damage
- Be free from alterations or modifications
- Be suitable for inspection and resale where applicable
Rugs may be vacuumed, cleaned, or machine washed according to their applicable care instructions. Proper cleaning or machine washing does not automatically make a rug ineligible for return.
However, products returned with damage resulting from failure to follow the applicable care instructions may be rejected or may qualify only for a partial refund.
Products returned in unacceptable condition may:
- Be rejected
- Be returned to the customer
- Qualify only for a partial refund
The final determination will be based on the condition of the returned product and the applicable terms of this policy.
7. DAMAGE CAUSED BY FAILURE TO FOLLOW CARE INSTRUCTIONS
SERISSA rugs are designed for practical everyday care and can be machine washed, vacuumed, or cleaned with a broom or cloth.
For machine washing:
- Wash the rug separately.
- Use cold water.
- Do not use bleach.
- Do not use chlorine.
- Follow the care instructions provided with the specific product.
Machine washing itself does not void return or refund eligibility when the rug is washed according to the applicable care instructions.
However, SERISSA is not responsible for damage resulting from failure to follow the applicable care instructions, including:
- Using bleach or chlorine
- Using an inappropriate washing method
- Using a washing machine that is not suitable for the rug's size
- Excessive heat or improper drying
- Chemical damage
- Burn marks
- Shrinkage caused by failure to follow care instructions
- Cuts, tears, or punctures
- Water damage
- Excessive staining
- Other damage resulting from improper care
Damage resulting from misuse, abuse, neglect, or failure to follow applicable care instructions is not considered a product defect.
Please note: Machine washable does not mean that every rug size is suitable for every household washing machine. Customers are responsible for ensuring that their washing machine has sufficient capacity for the rug size. Larger rugs may require a commercial-size washing machine.
8. PET DAMAGE EXCLUSION
SERISSA rugs are designed to be pet-friendly.
However, pet-friendly does not mean:
- Pet-proof
- Scratch-proof
- Chew-proof
- Damage-proof
Returns, refunds, replacements, or exchanges will not be approved for damage caused by:
- Scratching
- Chewing
- Digging
- Clawing
- Pet accidents
- Pet-related stains
- Pet-related odors
- Excessive pet wear
Such damage is not considered a product defect.
9. NORMAL PRODUCT VARIATIONS
The following are considered normal characteristics of textile products and do not qualify for return solely on that basis:
- Minor color variations
- Minor texture variations
- Pattern alignment variations
- Natural material variations
- Temporary creases
- Fold lines
- Compression marks
- Lighting-related appearance differences
- Device display differences
Actual product colors may vary slightly from website images depending on monitor and device settings.
10. LARGE RUG PURCHASE CONSIDERATIONS
Because rugs are household products available in a variety of sizes, customers are encouraged to carefully review:
- Product dimensions
- Product descriptions
- Product photographs
- Color selections
- Room measurements
- Intended placement area
- Available washing and care requirements
before purchasing.
Returns or exchanges requested because of:
- Personal preference
- Change of mind
- Room fit concerns
- Décor matching concerns
- Color preference
- Furniture coordination
- Design preference
- Household member preference
do not indicate a product defect.
Return shipping costs may apply.
11. RUG SIZE DISCLAIMER
Due to manufacturing, cutting, sewing, and finishing processes, actual rug dimensions may vary slightly from listed measurements.
Variations of up to approximately 2 inches (5 cm) are considered normal.
Such variations are not product defects and do not qualify for refund, replacement, or exchange solely on the basis of the measurement difference.
12. PRODUCT DEFECTS
If you believe your product has a significant product defect or you received an incorrect product, please contact SERISSA within 7 days of delivery.
Examples may include:
- Significant construction defects
- Material defects
- Serious workmanship issues
- Incorrect product received
To submit a claim, please provide:
- Order number
- Description of the issue
- Photographs of the product
- Photographs of packaging, if applicable
All claims are subject to review and verification.
Normal product characteristics, damage caused by improper care, or damage resulting from misuse are not considered product defects.
13. SHIPPING DAMAGE
If your order arrives damaged during transit, please notify us within 7 days of delivery.
We may request:
- Product photographs
- Packaging photographs
- Shipping carton photographs
- Description of the damage
Failure to report shipping damage within 7 days may affect eligibility for reimbursement or replacement.
14. HOW TO REQUEST A RETURN
To request a return:
- Contact hello@serissa.us
- Provide your order number.
- Explain the reason for the return.
- Submit photographs if requested.
- Await approval and return instructions.
Products returned without authorization may be refused.
15. HOW TO REQUEST AN EXCHANGE
To request an exchange:
- Contact hello@serissa.us
- Provide your order number.
- Identify the desired replacement item.
- Await exchange approval.
If the replacement product costs more than the original product, the customer must pay the difference.
If the replacement product costs less, the difference may be refunded.
16. RETURN SHIPPING COSTS
Customer Preference Returns
For returns or exchanges based on:
- Change of mind
- Personal preference
- Room fit
- Décor preferences
- Color preferences
- Design preferences
customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
SERISSA Error Returns
SERISSA will cover reasonable return shipping costs when the return results from:
- Verified product defects
- Verified shipping damage
- Incorrect items shipped
Claims must be approved prior to return.
17. RETURN PACKAGING REQUIREMENTS
Returned products must be packaged securely to prevent damage during transit.
Customers may be responsible for damage occurring during return shipment if products are not adequately packaged.
18. INSPECTION PROCESS
All returned products are inspected upon receipt.
Inspection may include evaluation of:
- Product condition
- Cleanliness
- Signs of wear
- Staining
- Odors
- Missing components
- Damage
- Evidence of misuse or failure to follow applicable care instructions
A rug that has been properly machine washed according to the applicable care instructions will not be considered damaged or improperly used solely because it has been washed.
Approval of a refund or exchange is subject to successful inspection and compliance with this policy.
19. REFUND PROCESSING
Once a returned product has been received and approved, refunds will be issued to the original payment method.
Please allow:
- 5–10 business days for SERISSA to process the refund
- Additional time may be required by your bank or payment provider
Original shipping charges are non-refundable unless otherwise required by applicable law or the return is due to a verified SERISSA error.
20. PARTIAL REFUNDS
SERISSA reserves the right to issue partial refunds when returned products:
- Show excessive wear
- Are returned with missing components
- Require cleaning beyond normal inspection
- Have damage resulting from improper care
- Cannot reasonably be resold in their returned condition
The amount of any partial refund will be determined based on the condition of the returned product.
21. PROMOTIONAL ORDERS
If an order originally qualified for:
- Free shipping
- Bundle discounts
- Coupon codes
- Promotional pricing
the refund amount may be adjusted to reflect the promotional benefits received.
22. ORDER CANCELLATIONS
Orders may be canceled before shipment.
Once an order enters processing or fulfillment, cancellation may not be possible.
23. REFUSED DELIVERIES
If a customer refuses delivery:
- Original shipping costs may not be refunded.
- Return shipping charges may be deducted.
- Carrier fees may be deducted from any refund.
24. LOST OR STOLEN PACKAGES
SERISSA is not responsible for packages confirmed as delivered by the carrier but subsequently:
- Lost
- Stolen
- Misplaced
- Retrieved by unauthorized individuals
Customers are responsible for providing a secure delivery location.
25. CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact SERISSA before initiating a chargeback or payment dispute.
If a dispute is initiated, SERISSA reserves the right to provide:
- Order records
- Shipment records
- Tracking information
- Delivery confirmation
- Customer communications
- Return records
to the payment processor or financial institution.
26. ABUSE OF RETURN POLICY
SERISSA reserves the right to refuse returns, exchanges, refunds, or future purchases where abuse of the return process is reasonably suspected.
Examples may include:
- Excessive return activity
- Fraudulent claims
- Product substitution
- Intentional product damage
- False non-delivery claims
- Misrepresentation of product condition
27. FORCE MAJEURE
SERISSA shall not be liable for delays or failures resulting from circumstances beyond our reasonable control, including:
- Natural disasters
- Severe weather
- Government actions
- Transportation disruptions
- Labor disputes
- Public health emergencies
- Internet outages
- Payment processor interruptions
28. POLICY CHANGES
SERISSA reserves the right to modify this Refund Policy at any time.
Changes become effective upon posting to our website.
The "Last Updated" date reflects the most recent revision.
29. CONTACT US
SERISSA Customer Support
Email: hello@serissa.us
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)