Refund & Returns Policy

You can return an eligible rug within 14 days of the day it is delivered. To qualify, the rug must be unused, in its original condition, and free of stains, odours or signs of wear. Please keep the original packaging where you can.

Almost all of our rugs are woven to order, especially custom sizes, colours or designs made to your request. Because these pieces are created specifically for you and cannot be resold, made-to-order and custom rugs are final sale and are not eligible for return unless they arrive faulty or damaged.

If you are unsure whether a piece is made to order, just ask us before you buy and we will tell you clearly.

Email contact@toubkalcarpets.com within the 14-day window with your order number and a short note on why you are returning the rug. We will reply with the return address and simple instructions. Please wait for our confirmation before sending anything back.

For an eligible return, the buyer covers the cost of return shipping. We recommend a tracked service, as we cannot refund a rug we do not receive back.

Once your returned rug arrives and we have checked its condition, we issue your refund to the original PayPal or card payment within 5 to 7 business days. Your bank or PayPal may take a little longer to show it. Refunds cover the price of the rug; the original shipping was free, and return shipping is not refunded.

Every rug is checked and packed with care, but if yours arrives damaged or faulty, that is on us. Email us within 7 days of delivery with photos of the rug and the packaging. We will arrange a replacement, repair or full refund, including any return shipping, at no cost to you. This applies to made-to-order pieces too.

Need a hand with a return? Email contact@toubkalcarpets.com or call +212 676 629 022. Toubkal Carpets is operated by Hassan El Berkaoui in Morocco.