How do I return an item?

Unsatisfied with your online SCOUT purchase? We’re sorry! Within 30 days of delivery, we will accept a full product refund. All products must be in the condition received with tags. You will be responsible for the additional shipping cost.

If you order a personalized product and it is incorrect based on your order details, we will replace it free of charge. However, if for some reason you do not like your personalized item, we cannot issue a refund. This is outlined in the Terms and Conditions Policy you must accept before purchasing. Please keep in mind, every bag is slightly different. Your item may not look exactly as the preview shows.

Due to the made-to-order quality of SCOUT rugs, we will not be able to accept rug returns or exchanges. All rug sales are final.

Directions for a Refund

1. Fill out this form for Customer Service to provide a Return Authorization #. 

2. When you receive your email from Customer Service, please enclose the RA#, receipt and product(s) in the box to ship back to the address below using your choice of shipping carrier:

SCOUT Returns 
RA # _________ 
c/o Bacova Guild, LTD
1000 Commerce Center Drive
Covington, VA 24426

3. Once the product is received, it may take up to 10 days to process a refund. Your patience is appreciated.

Personalized and Monogrammed Items

If a personalized product is incorrect based on your order details, or the product itself is damaged or defective, we will replace it free of charge.

If you order a personalized product and the item itself is damaged or defective, we will replace it free of charge. If you simply do not like your personalized item, we cannot issue a refund. This is outlined in the Terms and Conditions Policy you must accept before purchasing. Please keep in mind, every bag is slightly different. Your item may not look exactly as the preview shows.

Damaged or Defective Items

If you receive a defective product, we will replace it with the same product - provided it is in stock. Replacements will be issued up to a year after the original purchase date.

If you order a personalized product and it is incorrect based on your order details, we will replace it free of charge. If for some reason you do not like your personalized item, we will not be able to refund you for that product. Please keep in mind that the personalized item will not be exactly like the preview as every bag is slightly different.

Please call Customer Service at 877-435-7217 to initiate any replacements.

Credit

Once returned product is received, it can take up to 10 days to process a refund. Your patience is appreciated.

If your item was a gift, or you do not have proof of purchase, the refund will be processed in the form of an electronic gift card.

You will be refunded the amount of your order minus the cost of shipping. You will not be refunded for shipping unless it was a manufacturer error or SCOUT shipping error.