Return Policy

Effective Date: Jun 01, 2024

Our goal is to satisfy every valued customer when they make a purchase in our store.. However, for more safety and happy shopping, we offer a time window of 30 days from receiving product for requesting Returns or Refund if customer are not satisfied with purchase. To request your return or refund, please send us an email to support@cobanaroom.com, in which:

• Providing your order details or proof of purchase such as product SKU, Order ID or order’s details.
• Stating your request whether you need to return product or request a refund.
• Providing proof of your issue such as video or picture of product.

Product defect is recognized as different in size, color or design than what was ordered, or any failure in manufacturing. Damaged product is the product that has been damaged, teared off during manufacturing or delivery. Please note that any defects or damages that occur as a result of customer use are considered to be exceptions and are not eligible for return or refund. If you receive a rug that you believe to be defective or damaged, please contact us by email with photo or video proof of the issue. We will respond to your inquiry within 5 business days and provide you with instructions on how to return the item.

We are working at our best to bring out good service and products to all customer. However, in case that the customer is not satisfied with our products or has any complain on our service, which lead to intend of return goods or requesting a refund, please contact us via email to Please describe your complain or dissatisfaction in your email so that we can handle things better for next time.

Please also attach the proof of your dissatisfaction, such as picture of goods, video of unpacking, or capture of email along with your email. It would take our staff 5 working days to confirm the quality of product with design and product departments. After a careful evaluation, we will contact the customer by email when making purchase whether we accept the return.

There is NO CHARGE for returning product. Once the product is accepted to be returned, we will send an email to inform the Return label. The customer need to download and print out the Return label, and return it along with product to us.

NOTE: To avoid dissatisfaction with the model, size, color, thickness, or other product specifications, please read the product description carefully before placing an order. Our offer for returned product is refund or replacement up on the agreement by confirmation email with customer.

Return process

To return a rug, please send an email to us at with proof of the product’s defect or damage, such as pictures or videos. After reviewing and evaluating the provided proof, we will process your request and provide necessary information to return product. In general, you have to go through 4 steps as follow:

• Step 1: Send us an email about damaged or defective products within 15 days from receiving product to request a return. Your email must contain a proof of damaged or defective product such as picture or video along with order ID.
• Step 2: Our production department will take up to 5 business days to confirm issue and inform the customer our approval on returning product. Our email contains Return label in which contains all necessary information for returning.
• Step 3: Customer downloads and prints the Return label, then sends it back to us along with product in original package.
• Step 4: We send email to offer whether customer accepts a replacement or refund once we confirm that the package has been sent back. Up on the agreement with customer, we will process a refund or replacement after receiving confirmation by email from customer.

Please note that returned products must be in their original packaging and in the same condition as when you received them. Also, all complains after 15 days from receiving is not eligible to claim a refund or replacement.

We happily bear all the shipping cost of the return and there is NO CHARGE to any customer up on our return approval. We reserve the right to reject any return request if the product is not defective or damaged upon delivery or if the return policy conditions are not met.

Additionally, the flat shipping fee of $6.99 in the initial purchase (if any) is not refundable. If you have any questions or concerns about our return policy, please contact us at

In case the customer wish to cancel the placed order, customer is required to send us an email to support@cobanaroom.com to request the cancellation. Please note that the cancellation may cause a charge to customer base on the time frame as below:

• The cancellation request is sent within 12 hours from the time of successful payment: refund 100% amount.
• The cancellation request is sent later than 12 hours from the time of successful payment: the order cannot be cancelled. We process as normal order. There is no refund for this case.

Please note that there is no return in case customer requests a order cancellation. All the count is applied for all day during year, including Sunday and holidays. Note: In case customer wants to change delivery information, please send us an email to confirm new delivery address within 12 hours from successful payment. In case you are out of that time frame, we may not able to change the delivery address anymore because the delivery is already scheduled.

Order modification

Order cannot be modified once placed. All the details such as design, size or color are final at the time of payment. However, we support customer to change delivery address manually. Customer need to send us an email to confirm new delivery address within 24 hours from placing order. Out of 24 hours timeframe, we cannot change the address since the items may be scheduled to ship out.

Order goes missing

In case customer does not receive the product on time or believe that the order goes missing, please firstly check the delivery status by Order ID. Please also check with your neighbor, or on your entrance, in your mailbox or around your house whether the package was delivered. If you still cannot find your package, please contact us. We will check and response as soon as possible but not later than 2 business days. In case there is any lost or damaged to the item, which caused by carrier’s mistake, we offer a full refund or replacement, under customer choice.

Refund process

We will process the refund within 15 business days. However, please note that the time it takes for the refunded amount to appear in your account may vary about 1 – 3 business day(s) depending on your bank’s policies. In case customer agrees to receive a replacement, the lead time will be as same as new order at the time of confirmation.

Refund Amount

The amount will be refunded to the account that was used for the purchase.