Returns & Exchange
Returns & Exchanges
1.1 Can I return or exchange my purchase?
All rugs can be returned to Assilah Rugs for a full refund or credit. Refunds and credits are based on the timing of the return and the condition the rug is returned in. Custom orders can only be returned for store credit.
1.2 How to return or exchange my purchase?
If you wish to make a return or exchange, please get in touch with us at [email protected] within 5 days of receiving your rug. Return shipping is the responsibility of the customer. Please return the undamaged rug to us within 14 days for a full refund. Returns received after this will receive store credit.
Custom orders can only be exchanged or returned for store credit. Your rug must be in the original condition and show no signs of wear.
Simply repackage the item in its original packaging, and send it back to us. Return shipping is the responsibility of the customer. If your item was personally delivered by us, you may be able to drop it off for a return instead of shipping it. Please mention this in your email and we will work with you to facilitate an easy return or exchange.
You will receive an email as soon as we have received your item(s), and when a refund or exchange is issued.
Keep in mind that all our rugs are handmade and little imperfections are part of what makes them unique and vibrant. The rug photographed is the rug you get, though slight variations in colour are possible as each screen displays them uniquely. Sizes slightly change over time as the rugs soften and stretch.
1.3 How much time do I have to return or exchange my purchase?
Please get in touch with us at [email protected] within 5 days of receiving your rug. Please return the undamaged rug to us within 14 days for a full refund. Returns received after this will receive store credit.
1.4 I received an item as a gift. Can I return or exchange it?
Yes. Gifts must be accompanied by a gift receipt in order to be eligible for a refund or credit. Buyers can request a gift receipt upon purchase. They’ll be treated as a regular return or exchange and subject to our regular return and exchange policy.
1.5 Is it possible to return a custom order?
Returns or exchanges of custom orders are accepted for store credit only for the value of the rug less the 25% deposit. After we receive the initial 25% deposit, we will send pictures of the final product prior to the full payment. After that, if you change your mind, you forfeit your deposit.
1.6 How much time does a Refund take to be processed?
Usually, banks take 2 to 8 weeks to deliver your refund, but according to the terms, conditions, and practices of your banking institution, it may vary. We cannot control how quickly the funds are returned to you, once we submit the refund.