Return & Refund Policy

Effective Date: July 4, 2025

At AYOUR RUGS, we want you to be fully satisfied with your purchase. Please read this Return & Refund Policy carefully to understand our process for returns, refunds, and exchanges.

Table of Contents

  1. Returns
  2. Return Eligibility
  3. Return Shipping & Fees
  4. Refunds
  5. Exchanges
  6. How to Start a Return
  7. Return Address
  8. Non-Returnable Items
  9. Contact

1. Returns

We accept returns for eligible items within 21 days of delivery. Return eligibility depends on whether the product is an in-stock (standard) item or a custom-made item.

2. Return Eligibility

2.1 Damaged, Defective, or Wrong Items (Contact Us Immediately)

If your item arrives damaged, defective, or you received the wrong product, you must contact us as soon as possible after delivery and no later than 48 hours after you receive the package.

Please include:

  • Your order number
  • Clear photos of the issue (product and packaging)

After review, we will offer:

  • A replacement, or
  • A full refund (where applicable)

Important: Claims reported after 48 hours may not be eligible for a refund or replacement, except where required by applicable law.

2.2 In-Stock Products (Standard Items)

In-stock products may be returned within 21 days of delivery for any reason, provided the item is:

  • Unused and unwashed
  • In original condition
  • In original packaging
  • Not altered in any way

2.3 Custom-Made Products

Due to the personalized nature of handmade rugs, custom-made products are non-returnable.

Returns are accepted for custom-made products only if the item is:

  • Damaged
  • Defective, or
  • Incorrect (different from what was ordered)

Please carefully confirm all specifications before placing a custom order.

3. Return Shipping & Fees

  • Return shipping costs are the responsibility of the customer for standard (in-stock) returns.
  • If the return is due to our error (wrong item) or a confirmed defect or damage, we may cover return shipping or provide an appropriate solution.
  • Original shipping fees are non-refundable unless the item is defective, damaged, or incorrect.

4. Refunds

Approved refunds are issued to your original payment method.

Once we receive and inspect the returned item, refunds are processed within 7–10 business days.

You will be notified via email or WhatsApp once your return is received and your refund has been processed.

5. Exchanges

We accept exchanges within 21 days for eligible items.

Exchanges are handled as follows:

  1. The customer requests a return within 21 days of delivery.
  2. The customer ships the item back at their own expense (unless the issue is our fault).
  3. The customer places a new order for the desired item.

We do not process direct item-for-item swaps.

6. How to Start a Return

To initiate a return, please contact us and provide:

  • Your order number
  • The reason for return
  • Photos (required for damaged, defective, or incorrect items)

After review, we will provide return instructions and return address details.

7. Return Address

All approved returns must be sent to our warehouse address:

Warehouse Address:
Afaq 01, Saada
Marrakech 40170
Morocco

8. Non-Returnable Items

  • Used, washed, or altered products
  • Gift cards
  • Custom-made rugs (unless damaged, defective, or incorrect)

9. Contact

Questions about returns, refunds, or exchanges:

AYOURRUGS LTD
71–75 Shelton Street
Covent Garden, London, WC2H 9JQ
United Kingdom

Warehouse:
Afaq 01, Saada
Marrakech 40170
Morocco

Email: contact@ayourrugs.com
WhatsApp: +44 7737312556

Business Hours:
Mon - Fri: 9 am to 8 pm GMT
Sat: 9 am to 2 pm GMT