Last updated: August 2026

At Berber-Rug.com, customer satisfaction is our priority. We want you to love your handmade Moroccan rug and the craftsmanship behind every piece.

If you experience an issue with your order, our team is here to help and find the best possible solution.

1. Return Policy

We offer a 30-day return period on eligible products.

You have 30 days after receiving your order to contact us and request a return.

To be eligible for a return:

• The rug must be in the same condition as received.
• The item must be unused.
• The rug must not have been washed, altered, or damaged.
• The original packaging should be included whenever possible.

To start a return request, please contact:

Email: info@berber-rug.com

Our team will provide return instructions, including where and how to send your item.

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

2. Handmade & Custom Rug Returns

Because our rugs are handmade by Moroccan artisans and many pieces are created specifically for each customer, some products may have special return conditions.

Small variations in:

• Color
• Texture
• Shape
• Pattern
• Weaving details

are natural characteristics of handmade rugs and are not considered defects.

These unique details are part of what makes every Moroccan rug one of a kind.

Custom-made or personalized rugs may not be eligible for return unless they arrive damaged, defective, or incorrect.

3. Order Cancellations

Because each rug requires preparation and artisan work, cancellation requests must be submitted within:

24 hours after receiving your order confirmation

After production begins, cancellations may no longer be possible.

To request cancellation, contact:

Email: info@berber-rug.com

as soon as possible.

4. Return Shipping Costs

For approved returns due to customer preference or change of mind:

• Return shipping costs are the responsibility of the customer.
• Original shipping costs are not refundable unless required by law or the product was incorrect, damaged, or defective.

For approved damaged or incorrect orders, Berber-Rug.com will review the issue and provide an appropriate solution.

5. Damaged, Defective, or Incorrect Orders

Please inspect your rug when it arrives.

If your order arrives:

• Damaged
• Defective
• Incorrect
• Missing items

please contact us as soon as possible.

To help us resolve the issue, please provide:

• Order number
• Description of the problem
• Photos of the rug
• Photos of the packaging

Please notify us within:

14 business days of delivery

Our team will review your request and work with you to provide a solution.

6. Exchanges

If you would like to exchange your rug for another product, please contact our team.

The fastest way to receive a different rug is usually:

1. Return the original item following our return process.
2. Once your return is approved, place a new order for your preferred rug.

Exchange requests are subject to product availability.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the approval status.

If your return is approved:

• Your refund will be issued to the original payment method.
• Refund processing begins after approval.
• Your bank or credit card provider may require additional time before the funds appear in your account.

Please allow several business days for your financial institution to complete the refund process.

Contact Us

For return and refund questions:

Customer Support:
info@berber-rug.com

Wholesale Inquiries:
wholesale@berber-rug.com

Berber-Rug.com
Authentic Moroccan rugs, handcrafted in Morocco and created to bring timeless craftsmanship into your home.