At MoroccoWoven, each rug is prepared with care and many of our rugs are handmade to order.

1. Standard Orders

For standard products ordered online that have not been made to your individual specifications or clearly personalized, you may have the right to cancel your purchase within 14 days of receiving your order, where applicable under consumer law.

To request a return, contact us at:

makachraa@gmail.com

Please include your order number.

2. Custom and Personalized Rugs

Change-of-mind cancellation rights may not apply to rugs made specifically to your individual requirements or clearly personalized.

This can include:

• custom dimensions outside our standard listed sizes;

• custom colors;

• a design created or materially modified specifically for you;

• personalized motifs, inscriptions or specifications.

This does not affect your rights if the rug arrives damaged, defective, incorrect or materially different from what was agreed.

3. Standard Made-to-Order Rugs

A rug being handmade after you order does not automatically remove applicable consumer cancellation rights.

If you select only the standard options shown on our website, such as listed size, pile and tassel options, applicable statutory rights remain in place unless a legal exception applies.

4. Return Condition

Returned rugs should be kept clean, protected and securely packaged.

You may be responsible for any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

5. Return Shipping

For a valid change-of-mind return, the customer is responsible for the direct return shipping cost unless:

• MoroccoWoven agrees otherwise; or

• applicable law requires us to cover it.

Because rugs can be large and expensive to transport, contact us before returning anything.

We will provide the correct return instructions and destination.

6. Damaged, Defective or Incorrect Rugs

If your rug arrives:

• damaged;

• defective;

• in the wrong size or configuration;

• materially different from your order; or

• materially different from what was agreed,

contact us as soon as reasonably possible at makachraa@gmail.com.

Please provide your order number and photographs or video where useful.

Depending on the circumstances and applicable consumer law, the remedy may include:

• repair;

• replacement;

• price reduction;

• refund.

Where we are responsible for the issue, return costs will be handled as required by applicable law.

7. Refunds

Approved refunds are returned to the original payment method unless another method is agreed.

Refund processing times can vary depending on the payment provider.

Where required by law, eligible standard outbound delivery charges will also be refunded.

8. Optional Video Approval

Customers may request a video call before shipment to see the finished rug.

This is optional.

Video approval does not remove or limit your legal rights if the product arrives damaged, defective, incorrect or materially different from what you ordered.

9. Handmade Variations

Handmade rugs naturally contain small variations in:

• weave;

• pile;

• edges;

• motif positioning;

• texture;

• handcrafted details.

Reasonable handmade variation is part of the nature of an artisan-made product and is not automatically considered a defect.

This does not allow us to supply a rug materially different from the specifications agreed with you.

10. Contact

For any return or refund request:

MoroccoWoven
Email: makachraa@gmail.com

Nothing in this policy is intended to remove or restrict mandatory consumer rights.