RETURN POLICY

Surya/RSC Inc. stands behind every product we sell with a goal of 100% satisfaction for “you” the customer. From time to time, there may be an issue with a product. We have designed our return policy to ensure that any problem is efficiently resolved.

Inspect your order carefully upon receipt with the driver present. Any damaged items should be signed for as damaged at delivery and noted by carrier.

RMA numbers are required for all returns to Surya/RSC. If the shipment is not signed for as damaged, we will be unable to process a claim.

Please note the steps in our return below.

Damaged or Lost in Transit:

1. While the driver is present, inspect your order carefully.

2. Products damaged in transit must be signed for as damaged at the time of delivery.

3. RSC Inc. & the shipping company cannot be held liable for any damage if the BOL/shipping document has not been noted with the damage.

4. Verify your BOL/shipping document for number of packages and note on BOL/shipping document any items which have not been received.

5. Email RSC INC. immediately after you signed the shipment as damaged with pictures. Keep all receipts with driver signature for damaged or short shipments.

Non-Defective:

1. Please email RSC INC. within ten (10) business days from receipt of merchandise if you are dissatisfied with your purchase.

2. A 20% restocking fee will be charged for all non-defective product. Please note that clearance and custom products cannot be returned.

3. Non-defective products must be returned in the original or equivalent packaging. Any non-defective product returned damaged or without proper packaging will be refused.

4. For your protection, we recommend that all returns be sent back with a traceable tracking number.

5. Any non-defective product must have an RMA number on the outside packaging to receive credit. Any product returned without an RMA number will be refused at the customer’s expense.

6. Credit, minus 20% restocking fee, will be issued when the returned product is received and deemed non-defective by RSC.

Defective:

1. Inspect your order carefully upon receipt, damage must be reported within ten (10) business days.

2. Please email RSC Inc. to request a claim form if you discover at the time of delivery, a defect in your product. Please include pictures of the entire product, the defect and the label.

3. Once RSC Inc. has reviewed the claim, we will advise a replacement.

Samples:

1. Full price samples may be returned within 60 days from receipt of merchandise with an RMA number issued from RSC.

2. The customer is responsible for all freight charges associated with receiving and returning any sample.

3. Samples must be returned in the original or equivalent packaging. Any sample returned damaged or without proper packaging will be refused.

4. For your protection, we recommend that all returns be sent back with a traceable tracking number.

5. Any sample order must have an RMA number CLEARLY MARKED on the outside packaging to receive credit. Any sample returned without an RMA number will be refused at the customer’s expense.

6. Credit (not including freight charges) will be issued when the sample is received and processed by RSC.

7. No Returns on Clearance Products

Please Note:

All product (defective or not) must be returned in proper packaging.

• 8 mil gauge plastic for all rugs (4 mil gauge plastic is acceptable but rug must be double bagged)

• Box or 4 mil gauge plastic for pillows, throws and poufs

• Wall art/mirrors/lamps/vases, etc. require original box with all items to protect during return shipment

If you discover an issue with your rug that is not an common issue inherent in our products listed below, please fill out RSC Claim Form and send to customerservice@rscinc.ca. Please note:

• Claims must include photos; at least one of the complaint, and one of the product label

• Claims will be processed withing 7-10 business days of receipt of form and photos

• Products must be returned withing 30 days upon approval

• Claims will be final once inspected at RSC Inc.

• Freight charges may apply

Some variations in size, colour, weave are natural for handmade items and this does not reflect as imperfections of any kind. There are common issues inherent in our product that needs to be explained to consumers.

The issues below are not considered defective and nor reasons for the product to be returned.

• Shedding - All wool rugs will shed. Hand knotted rugs will shed less than tufted.

• Sprouts - Loose fibers are common in hand made rugs. Clip with scissors.

• Creases in rugs - Should disappear in a week or two. Try reverse rolling.

• Fading - Rugs in direct sunlight will fade out over time.

• Rotate your rug. Wear - Rotate rugs every 3-6 months due to traffic.

• Odor - Rugs recently removed from bag may have odor. This will dissipate in a week

• Vacuuming - The most damaging effect on area rugs is vacuuming. Extra care must be taken when vacuuming your rug. High powered vacuums will pull threads out of the back of rugs and cause the face of your rug to fuzz. To solve this problem, turn the beater bar off on your vacuum or if it can not be turned off have it on the highest setting.

• The serging on the edges of rugs are very sensitive. Running the vacuum over the edges will cause the serging to deteriorate and fibers will come loose around the edges. To solve this problem, carefully place your vacuum on the edge of the rug.

• The fringes on the ends of rugs will be destroyed by all vacuums. To solve this issue, use the handheld attachment to clean fringes.

If RSC deems that the rug can be professionally repaired, we will send you the repaired rug.

To place an order you can email orders@rscinc.ca

Please include:

• Account Name (Company Name)

• PO Number

• Ship to Address

• Item Name

• Item Code

• Item Colour & Size

Your order will be submitted and a confirmation will be sent out within 1-2 business days.

Customers have the options to pay with Credit Card, EFT, or E-Transfer

We accept the following credit cards:

• Visa

• Mastercard

• American Express