When I unrolled the rug it had very noticeable and permanent creases or ridges in it. When laid out it was kinked and uneven, it was unusable. In order to get a prepaid return shipping label, I needed to email pictures of the condition of the rug to show proof of damage. Once I was granted the label, I was instructed to find plastic to wrap it in and to drive the very large rug to the shipping store. Product condition was poor and the return process was moderately difficult. However, once I followed the steps, I quickly received my refund.