Can I get a refund from Groundstory?

Groundstory links a Refund policy at groundstory.com/policies/refund-policy, but its exact terms (window, fees, return shipping) weren't captured in our sources. In practice: cancel before the rug ships for a clean refund, or request a return authorization by emailing **help@groundstory.com** with your order number. If a rug arrives faulty or not as described, you're entitled to a refund under consumer law regardless of the standard return window, state that clearly.

Will I lose my sample credit if I don't buy a rug?

Groundstory's $10 rug samples convert into a $10 credit toward a rug purchase, up to $50 total, stackable with other offers. That credit only has value if you go on to buy a rug, it isn't a cash refund of the sample cost. If you decide Groundstory isn't for you, there's no monetary loss beyond the sample price itself.

How do I return a Groundstory rug?

The scraped pages list a 'Returns' link but no step-by-step return instructions. The reliable route is to email **help@groundstory.com** with your order number and photos if there's a defect, and request a return authorization plus a prepaid label. Ask upfront whether return shipping is free and whether a restocking fee applies. Keep the original packaging, rug returns are often refused or surcharged if not rolled and wrapped as delivered.

What if Groundstory ignores my cancellation or refund request?

If email to help@groundstory.com goes unanswered, resend to **hello@groundstory.com** and set a written deadline. If the item was faulty or never arrived, you can dispute the charge with your bank or card issuer (a chargeback), and UK buyers who paid £100+ by credit card may have Section 75 protection. For card payments generally, keep all correspondence as evidence. Escalation to a chargeback often unblocks a stalled refund from small direct-to-consumer brands.

Is there a free trial for Groundstory?

No. Groundstory is a rug retailer with one-time purchases, there's no free trial and no auto-renewing subscription. The closest thing to a 'try before you buy' is the $10 sample program, which credits $10 back toward a rug (up to $50). You pay the full rug price at checkout, and returns are governed by Groundstory's refund policy rather than a trial period.

Can I exchange a Groundstory rug for a different size or color?

Groundstory offers three sizes (5x8, 8x10, 9x12) and six colorways across both collections, but no exchange process is documented in the scraped pages. To swap a size or color, email **help@groundstory.com** and ask whether they process direct exchanges or whether you must return for a refund and reorder. Because rugs ship fast, reordering separately may be simpler than waiting on an exchange.

REFUND GUIDE

How to Get a Groundstory Refund on a Rug.

Groundstory refunds are per-order, here's what their policy actually says, and how to escalate if they ignore the request.

Last verified today against Groundstory’s own Terms · UK, US, and EU rights covered below

The short answer

Groundstory sells physical rugs, so 'refunds' means returning a rug or cancelling an order before it ships. The brand's own refund policy page (groundstory.com/policies/refund-policy) was not captured in the sources reviewed, so the exact window, restocking fees and return-shipping responsibility are unconfirmed. Because rugs ship within 1 to 2 business days, the fastest way to stop a charge is to email help@groundstory.com immediately with your order number. If the rug has already shipped or arrived, request a return authorization and ask in writing whether return shipping is free and whether any restocking fee applies before sending anything back.

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Groundstory’s refund policy

Groundstory’s own refund policy isn’t prominently documented. That doesn’t mean you have no rights, most jurisdictions give you a statutory cancel-and-refund window on new subscriptions (14 days in the UK / EU, US auto-renewal protections vary by state). See “What you can claim, by region” below for the angle that applies where you live.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Groundstory charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Groundstory has ~45 days to defend. Works regardless of where Groundstory is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United Kingdom, European Union)

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Groundstory for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Groundstory subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Groundstory can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Groundstory is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Groundstory refund email

Email the right address
Use help@groundstory.com, the route yoink has verified actually gets read for Groundstory.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Groundstory team,

I'm requesting a refund for my Groundstory order (reference [order number], placed on [date], for [amount]).

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, see “If they refuse” below, Section 75 is the next stop.

Refund FAQ for Groundstory

No cancellation fee is mentioned anywhere in Groundstory's published pages. Because it's a physical product, the real cost risk is around returns, restocking fees or return shipping charges are common in the rug industry, but Groundstory's refund policy page wasn't available in the sources reviewed, so confirm in writing with **help@groundstory.com** whether any fee applies before you send a rug back.