Return & Refund Policy

Effective Date: July 4, 2025

At AYOUR RUGS, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your product, please review our Return & Refund Policy below.

1. Returns

We accept returns under the following conditions:

  • Damaged or Defective Products: If your item arrives damaged or defective, please contact us within 7 days of receiving the product. We will issue a full refund or provide a replacement depending on the situation.

  • Wrong Product: If we sent you the wrong product, please contact us within 7 days of receiving your order. We will arrange for a return and send you the correct product.

  • Custom-Made Products: Due to the personalized nature of custom-made rugs, returns are not accepted unless the item is damaged, defective, or incorrect. Please check all specifications before placing a custom order.

  • Condition of Returned Products: To be eligible for a return, products must be unused, unwashed, and in their original packaging. The rug must not have been altered in any way.

2. Refunds

  • Eligibility for Refund: If your return is approved, we will issue a refund to your original payment method. Refunds are not issued for dissatisfaction with size or color variations, as these are expected in handmade products.

  • Processing Time: Once we receive the returned product and verify the condition, refunds will be processed within 7-10 business days. You will be notified by email or WhatsApp once the refund has been processed.

  • Shipping Costs: Shipping costs for returns are non-refundable unless the item is damaged, defective, or we sent the wrong product. Return shipping costs are the responsibility of the customer, except in cases of errors on our part.

3. Exchange Policy

We do not offer direct exchanges. If you would like a different product, please return the original item as per the instructions above and place a new order for the desired item.

4. How to Return an Item

If you wish to return a product, please follow these steps:

  1. Contact us at contact@ayourrugs.com or via WhatsApp at +44 7737 312556 within 7 days of receiving the product.

  2. Provide your order number and a description of the issue (e.g., damaged product, wrong product received).

  3. We will provide you with the return address and further instructions for returning the product.

5. Non-Returnable Items

  • Products that have been used, washed, or altered in any way.

  • Sale items or gift cards (unless damaged or defective).

  • Custom-made rugs unless they are damaged or incorrect.

Contact Information

For questions or assistance with returns or refunds, please contact us at:

Email: contact@ayourrugs.com
WhatsApp: +447737312556
Company Address:
AYOURRUGS LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Warehouse Address:
Afaq 01, Saada, Marrakech 40170, Morocco