Retail Terms of Sale & Returns
If you have a return to process or questions about whether your item(s) may be eligible for return, email us: md (at) old new house (dot) com.
All antique and vintage rugs have a firm 3 day (72 hour) return policy provided they are received in the same condition shipped out. The scheduled delivery date and/or receipt based on tracking indicates the start of your return window. In the event of a return, we require buyers to give notification within 2 days if you wish to take advantage of our discounted shipping by riding on our preferred shipper account. If so, we will issue you an electronic return label so that you can place the package in the mail by the third day.
If you wish to ship the item(s) yourself, please advise us by the third day so that we may issue an RMA number before shipment. In this case, you are responsible to have your own tracking number provided to us no later than 72 hours post-receipt, with exceptions for holidays and weekends, provided the terms below. Items that are returned without an RMA number will be rejected. Whichever way you decide to ship, all items must be in the mail by the third business day.
Item(s) must be returned in original condition with original wrapping maintained for re-wrap, ensuring that the package is well secured with no exposed contents. We package all items in ample materials for this purpose, all of which is recyclable. Should the original wrapping be damaged, kindly notify us at point of receipt. If there is possibility of concealed damage, prior to opening, kindly photograph the package upon receiving it. If original material is not suitable for re-wrap, the buyer is responsible for wrapping and letting us know the new dimensions. In the event that the package shipped to us has larger dimensions than what was expected, the package with be audited for true negotiated charges, which, you, the customer will be responsible for.
Sunday and holidays shared by UPS, FedEx, and USPS are the only exception to extended return. As an example, if you were to receive your item that is eligible for return on a Thursday afternoon, you would, in theory, need to notify us by Sunday, and with this notice we would then permit return on Monday, as there is no shipping ability on a Sunday. We would still need to be notified within the return window, and the item would need to be put back in the mail within one business day once an RMA number is received. Items that are found to be dropped off outside of the return window will be rejected or store credit may be issued, subject to the owner's discretion.
At times we include padding with select orders. In the instance of return, any pads corresponding to returned rugs must also be included.
All sales are final on: Items shipped to Hawaii or Puerto Rico, wholesale purchases, paper ephemera, artwork, items made from wood, custom items, oversized products such as furniture, items with negotiated prices lower than lowest advertised pricing, international shipments, items paid by lay-away or payment schedules over time, items marked as discounted or clearance, pad that is not purchased with a rug, or pad that is custom sized. Kindly also see item descriptions for items which may have exception notes in the item description field. Terms of sale for items may vary between websites. We honor policies only from the venue or platform on which the transaction is posted.
Refund will be issued once the item has been received and confirmed to be in original condition, provided they are eligible for return based on the criteria above. Returns are generally processed within 3 business days, once a refund is initiated. Based on the way in which banks communicate, a credit may take 3-5 business days to post to your account.
Kindly contact prior to purchase for any and all questions.
If you are a designer, architect, and/or wholesale account, see our terms of sale for registered to-the-trade buyers.