Our Craftsmanship Guarantee

At Benihaus, we guarantee the highest quality and fair business practices. Each rug is hand-knotted especially for you, with the utmost care and using traditional methods.

You are fully protected in the following cases:

✓ Manufacturing defects: If your rug has a weaving defect, loose fringes, or other manufacturing defects

✓ Damage during shipping: If your rug is damaged during shipping

✓ Size discrepancies: If your rug differs by more than 10 cm from the size you ordered

✓ Customs duties in the EU: As an EU customer, have you paid customs duties? Please send proof of payment to info@benihaus.de—we will refund the full amount.

Important Note on Handcrafted Items & Uniqueness:

Beni Ourain rugs are truly one-of-a-kind pieces, crafted with heart and by hand. This is part of their special charm. Therefore, the following characteristics are not defects, but rather signs of authentic craftsmanship:

  • Minor variations in design and size: Slight variations in the pattern or differences of up to 10 cm in dimensions are completely normal for hand-knotted rugs and reflect the weaver’s unique style.
  • Natural wool irregularities: Small imperfections in the wool’s texture, slight variations in color, or minor shedding during the first few weeks are not defects, but rather a sign of the natural materials and the artisanal process that give each rug its unique character.

Important Note Regarding Creases After Shipping:

After its long journey in the package, your rug may have creases or slight unevenness. This is completely normal and not a reason for a complaint. These creases usually smooth out on their own within a few days.

  • Tip: To quickly remove creases and restore your carpet to its former glory, we’ve put together a special article for you: [Removing Creases from Carpets]

In the Event of a Warranty Claim – It’s That Simple:

  1. Please contact us at info@benihaus.de within 14 days of receipt.
  2. Please send us photos of the carpet and the problem
  3. We’ll take care of everything and guarantee a free repair or a replacement of equal value.

No hidden terms. No complicated forms. Just fair solutions.

Custom-Made Beni Ourain Rugs

Since each rug is hand-knotted individually for you—in the size you choose, with your preferred fringe, and made to order—it is a custom-made product. Unfortunately, we cannot accept returns or exchanges if you are not satisfied with it.

But don’t worry:

Our craftsmanship guarantee provides you with full protection against defects, shipping damage, or significant dimensional deviations by offering a free replacement or repair. And if you’re unsure, feel free to contact us BEFORE placing your order; we’ll advise you free of charge and with no obligation.

Questions before you buy?

Email: info@benihaus.de We’ll help you choose the right size, color, and all the details!

Poufs, Pillows & Accessories

14-day return policy for all non-custom-made items:

✓ Returns accepted within 14 days of receipt ✓ Items must be unused and in their original packaging ✓ Contact: info@benihaus.de with your order number

Return shipping costs:

The customer is responsible for the return shipping costs. We recommend using a trackable shipping service.

Return addresses:

EU customers: Please return items to our German address. North America & Australia: Please return items to our Moroccan address (you will receive the exact address after contacting us).

Refund:

Once we have received and inspected your return (approximately 14 business days), we will refund the purchase price to your original payment method. The original shipping costs are non-refundable.