Refund & Returns Policy

Refund & Returns Policy – Rugadir

Last updated: January 2026

At Rugadir, each rug is handcrafted by skilled Moroccan artisans using traditional techniques and natural materials. Because our products are handmade and often made to order, our refund and return policy is outlined clearly below.

By placing an order on www.rugadir.com, you agree to the terms of this policy.

1. Made-to-Order & Custom Rugs

Many of our rugs are made to order or customized in size, color, or design.

❗ Important

  • Custom or made-to-order rugs are non-refundable
  • Orders cannot be canceled once production has started

Please review product descriptions, sizes, and details carefully before placing your order.

2. Eligible Returns

We accept returns only if:

  • The item arrives damaged, defective, or incorrect
  • You notify us within 48 hours of delivery

To be eligible:

  • The rug must be unused
  • The rug must be in its original condition
  • Proof of issue (photos or videos) is required

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom or made-to-order rugs
  • Rugs with size or color variations due to handmade nature
  • Sale or clearance items
  • Items damaged due to misuse or improper care

Minor variations in pattern, color, or texture are not defects, but part of authentic handmade craftsmanship.

4. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us at:

Email: support@rugadir.com

Within 48 hours of delivery, including:

  • Order number
  • Clear photos of the issue
  • Description of the problem

Once approved, we will offer:

  • A replacement, or
  • A refund (when applicable)

5. Return Shipping

  • Approved returns must be shipped back only after authorization
  • Return shipping costs are the responsibility of the customer unless the item was defective or incorrect
  • Shipping fees are non-refundable

We recommend using a tracked shipping service.

6. Refund Processing

  • Approved refunds are issued to the original payment method
  • Refunds are processed within 7–10 business days after inspection
  • Bank or card processing times may vary

7. Order Cancellations

  • Orders may be canceled within 24 hours of purchase only if production has not started
  • Once production begins, cancellations are not possible
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