Returns & Refunds
Our return process
We want you to feel confident about your rug.
Every Moroccan Rug House rug is handmade and unique. If you have a problem with your order, please contact us before sending anything back so we can review your request and provide the correct return instructions.
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01
Contact us
Send us your order details, the rug name and the reason for your return request.
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02
Receive instructions
We review your request and provide the return address and shipping instructions when the return is approved.
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03
Return & refund
Once the rug is returned and inspected, we will confirm the status of your refund.
Please contact us before returning a rug.
Do not send a product back without contacting Moroccan Rug House first. This allows us to confirm eligibility and provide the correct return instructions.
Return conditions
What you need to know.
Condition of the rug
Returned rugs must be in their original condition and must not have been used, washed, altered or damaged after delivery.
- Keep the rug clean and unused.
- Keep all original packaging when possible.
- Pack the rug securely for the return journey.
Handmade characteristics
Our Taznakht rugs are handmade from natural materials. Small irregularities in weaving, shape, pattern, texture and finish are part of authentic Moroccan craftsmanship.
These natural handmade variations are not considered manufacturing defects.
Return shipping
Unless the product arrived damaged or an incorrect item was sent, return shipping costs are normally the responsibility of the customer.
We recommend using a tracked shipping service and keeping your shipping receipt until the return has been completed.
Original shipping & customs fees
Original shipping charges and any customs duties, taxes or import fees may not be refundable unless required by applicable law or unless the return results from an error on our part.
Damaged or incorrect order
If your rug arrives damaged or you receive a different product from the one you ordered, contact us as soon as possible.
Please send clear photos of the rug, packaging and shipping label so we can review the issue.
Refund processing
Once the returned rug is received, it will be inspected. If the return is approved, we will contact you and confirm the refund arrangements.
Processing times may also depend on your payment provider or bank.
Start a return request
Need help with your order?
Contact Moroccan Rug House with your order details and tell us what happened. We will review your request and explain the next steps.
Contact us on WhatsApp
Please include your name, order number or rug name, and the reason for your request.
CONTACT US ON WHATSAPP ↗Useful answers
Returns & refunds questions
Can I return a rug if I change my mind?
Contact us first with your order details. We will review the return request and provide instructions if the rug is eligible for return.
Do I pay for return shipping?
For an ordinary return, the customer is generally responsible for the return shipping cost. Different arrangements may apply if an incorrect or damaged item was sent.
What if my rug arrives damaged?
Contact us as soon as possible and send clear photos of the rug, packaging and shipping label so we can review the situation.
Are handmade variations considered defects?
No. Small differences in weave, shape, pattern and texture are normal characteristics of handmade Moroccan rugs and make each piece unique.
When will I receive my refund?
Once the returned rug has been received and inspected, we will confirm whether the return is approved and provide information about the refund. Your payment provider may require additional processing time.
Can I return a rug without contacting you first?
Please contact us before shipping any rug back. We need to review the request and provide the correct return instructions and address.
Still need help? Contact Moroccan Rug House.
