Returns & Refund Policy

At Clemile, we are dedicated to delivering quality products that bring comfort to your home. We want you to love your new rug! However, if you are not 100% satisfied, we are here to help.

1. 30-Day Return Window

We accept returns and exchanges within 30 days of your order delivery date. To be eligible for a return, your item must be:

  • In its original condition (undamaged, unwashed, and unaltered).

  • In the original packaging.

2. Shipping Costs & Responsibility

  • Change of Mind: If you are returning an item due to personal preference (e.g., size, color, or style), the customer is responsible for the return shipping cost.

  • Defective or Wrong Item: If your product arrived damaged or you received the wrong item, Clemile will cover the return shipping costs and arrange a replacement or full refund.

3. How to Start a Return (Step-by-Step)

Please do not send your return without contacting us first.

  1. Contact Us: Email us at support@clemiles.com or message us via our Online Chat. Please include your Order Number and the reason for the return.

  2. Wait for Approval: Our Customer Experience team will review your request and provide you with a Return Authorization and the correct Return Address.

    • ⚠️ IMPORTANT: Do not send your return to the address on the shipping label. That is a distribution center and cannot process returns. Items sent to the wrong address may not be refunded.

  3. Ship It: Pack the item securely and ship it to the address provided by our team.

4. Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately!

  • You must report damages within 7 days of delivery.

  • Please email support@clemiles.com with photos of the damage and your order number.

  • We will resolve this immediately by sending a replacement or issuing a refund.

5. Order Cancellations & Modifications

We work fast to get your order to you!

  • If you need to cancel or modify your order, please contact us within 24 hours of placing the order.

  • Note: Once an order has been shipped, it cannot be canceled or modified. In this case, you will need to follow the standard return process after receiving the package.

6. Refunds

Once your return is received and inspected at our warehouse, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved: A credit will automatically be applied to your original method of payment.

  • Timeline: Please allow 5–10 business days for the refund to appear on your bank statement, depending on your financial institution.

Need Help?

Our friendly Customer Experience Specialists are happy to assist you on working days. 📧 Email: support@clemiles.com 💬 Live Chat: Available on our website