Right of return

1. can I return a custom-made Beni Ourain rug?

Custom-made Beni Ourain rugs are made to order and are therefore non-returnable. Please take this into account before purchasing.

2. can I return Beni Ourain poufs or accessories?

Yes, Beni Ourain poufs and accessories can be returned within 14 days of receiving your order. Please ensure that the items are unused and in their original condition.

3. how can I initiate a return?

To initiate a return, please contact our customer service team at [email protected]. Provide your order number and details of the item you wish to return. We will provide you with the return address and further instructions.

4 Where should I send my return?

For European customers, returns should be sent to our German address. Customers from North America and Australia should send returns to our Moroccan address. Please contact our customer service team for the specific address to process your return at that time.

5. who bears the costs for the return shipment?

The customer is responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure that your return reaches us safely.

6. how long do I have to return an item?

You have 14 days from the date you received your order to return an item.

7. what condition should the returned items be in?

Returned items must be unused, in their original condition and with all original packaging.

8. how long does it take to process a return?

Once we receive your return, processing can take up to 14 working days. You will receive a confirmation email once your return has been processed.

9. will I be refunded the original shipping costs?

No, the original shipping costs are not refundable.

10. how do I receive my refund?

Refunds will be issued to the original payment method used at the time of purchase.

11. what should I do if my item is damaged or defective?

If you receive a damaged or defective item, please contact our customer service team immediately at [email protected] with your order number and photos of the damage. We will assist you with a replacement or refund.