Thank you for your inquiry. Unfortunately the free shipping policy does not cover the return charges. Customer is responsible to send the item back for full refund. This is a very common policy with all rug sellers. Most of other companies do charge for restocking fee but we process full refund in case of return. We also can help by providing prepaid ups label and deduct the amount of label from your refund. We have a great commercial rate and the charge is normally half of what they charge if you return on your own.

If we open up the package and unroll it, would we be able to still return it if we put it back in its packaging? Scared of the chance it may not be what we expected.

As long as the request is received within 30 days of the date of delivery and the item must be wrapped securely in heavy duty plastic for shipping to prevent damage in transit.

Got it, thank you!