Refund policy
RETURN AND REFUND POLICY
READY-STOCK RUGS
This policy applies to ready-stock rugs purchased from HandmadeRug.boutique.
RETURN REQUEST WINDOW
Contact HANDMADERUG SARL within 3 calendar days after carrier-confirmed delivery to request a voluntary return. A return must be authorized before the rug is shipped. This short return period is disclosed before purchase because each rug is an individual handmade item shipped internationally from Morocco.
RETURN DISPATCH AND CONDITION
After authorization, the rug must be dispatched to Morocco within 5 business days. It must be unused, clean, undamaged, and securely packed in its original or equivalent protective packaging.
RETURN COSTS
For an authorized voluntary return, the customer must arrange and pay for tracked and insured return transportation to Morocco and any return-import, brokerage, customs, transit, or carrier charges associated with that return.
REFUND AMOUNT AND METHOD
After the returned rug is received, inspected, and accepted, HANDMADERUG SARL refunds the full product price to the original payment method. We do not issue store credit instead of a refund unless the customer expressly agrees, and we do not offer exchanges.
IMPORT CHARGES PAID IN THE UNITED STATES
Customs duties, import taxes, brokerage, clearance, carrier disbursement fees, and other import charges paid directly to United States authorities, FedEx, or DHL are not collected by HANDMADERUG SARL and cannot be refunded by us.
CUSTOM-MADE AND SPECIAL-ORDER RUGS
Custom-made, personalized, and special-order rugs may be cancelled within 24 hours of purchase. After that period, they are final sale for voluntary change of mind, size preference, color perception, or room fit.
DAMAGED, INCORRECT, DEFECTIVE, OR MATERIALLY MISDESCRIBED RUGS
Contact us as soon as reasonably possible after discovering transit damage, an incorrect item, a defect, or a material difference from the confirmed description, and before returning the rug. Keep the rug and packaging available and provide reasonably requested photographs of the rug, packaging, and shipping label so we can investigate the insured shipment.
REFUSED DELIVERY AND UNPAID IMPORT CHARGES
Refusal solely because the recipient does not wish to pay import charges disclosed before purchase is not an authorized cancellation or return. The customer is responsible for documented costs caused by that refusal, non-payment, storage, return transportation, or abandonment. This does not apply to refusal caused by our confirmed shipping error.
UNSHIPPED OR DELAYED ORDERS
This voluntary return policy does not apply to an order that has not been shipped. If we cannot ship within the period stated before purchase, or within 30 days when no period was stated, the customer will receive the delay and cancellation options required by applicable law. A cancellation required because an order was not shipped is refunded in full to the original payment method.
MANDATORY CONSUMER RIGHTS
The 3-day return window and final-sale provisions apply to voluntary returns. They do not limit remedies for non-delivery, seller cancellation, an incorrect item, a defect, material misdescription, or rights that cannot legally be excluded.