Return & Refund Policy

Effective date: October 28, 2026

14-day returns

You can return any rug from our catalogue within 14 days of delivery, without giving a reason. This is your right of withdrawal under EU consumer law, and we apply it to every customer, wherever you live.

How to return a rug

1. Tell us within 14 days of delivery. Email contact@moroccan-carpet.com with your order number and that you want to return the rug. You can use the withdrawal form below, but you do not have to.
2. We reply with the return address and packing instructions.
3. Send the rug back within 14 days of telling us. Roll it (do not fold it), wrap it, and use a tracked service.

Return shipping

The cost of sending the rug back is paid by you. Because rugs are large and heavy, this can be significant; we are happy to recommend a carrier. If the rug arrived damaged, defective or not as described, we pay the return shipping (see below).

Refunds

We refund the full price you paid, including any delivery charge, within 14 days of receiving your withdrawal, using the same payment method you used for the order. We may wait to refund until we have received the rug back, or until you have shown us proof that you sent it, whichever comes first.

Please take care of the rug while it is with you. You may unroll it and look at it as you would in a shop, but if it comes back used, stained or damaged, we may deduct the loss in value from the refund.

Custom-made rugs

The right of withdrawal does not apply to a rug made to your own specifications, such as a size, colour or design you asked us for that is not offered on the product page. We confirm this with you in writing before we start weaving a custom rug. Every rug ordered from the sizes and options on our product pages can be returned.

Damaged, defective or incorrect items

If your rug arrives damaged, defective, or different from what you ordered, contact us at contact@moroccan-carpet.com with your order number and photographs, as soon as you can after delivery. We repair, replace or refund it at our expense, including the return shipping. This is in addition to your right of withdrawal and to the legal guarantee of conformity.

Your legal rights

Nothing in this policy limits the rights you have under applicable consumer law, including the legal guarantee of conformity.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Moroccan Carpet (Abdelghani Hammoud), Calle Vélez Blanco 48, 2º Izq., 28033 Madrid, Spain, contact@moroccan-carpet.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

Contact

Email contact@moroccan-carpet.com, call +34 653 279 539, or use our contact page.