Refund policy
Return and Refund Policy
We want you to love your Berber rug. If it is not right for you, you can return it under the conditions below.
14-day returns
You can request a return within 14 days of delivery. The rug must be unused, clean and in its original condition, with no stains, pet hair, odours or damage.
Items that cannot be returned
- Custom rugs made to your size, colour or design
- Rugs that have been used, washed or altered
- Gift cards
How to start a return
Email contact@berberrugweavers.com with your order number and the reason for the return. We will reply with the return address and instructions. Please do not send a rug back without contacting us first.
Return shipping
Return shipping costs are paid by the customer, unless the rug arrived damaged, faulty or is not the item you ordered. We recommend a tracked service, because we cannot refund a return that does not reach us.
Damaged, faulty or wrong items
Please check your rug when it arrives. If it is damaged, faulty or not what you ordered, email us within 7 days of delivery with your order number and photos, and we will make it right with a replacement or a full refund, including shipping.
Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are sent to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to show the refund. Original shipping charges and any customs or import fees are not refundable.
Exchanges
The fastest way to get a different rug is to return the one you have and place a new order.
Questions? Email contact@berberrugweavers.com or call / WhatsApp +1 (917) 262-7591.