Refund policy
Returns & Refunds Policy
Returns
We have a 7-day return policy, which means you must request a return within 7 days of receiving your item.
To be eligible for a return, your item must be unused, clean, and in its original condition. Whenever possible, it should be returned in its original packaging. Proof of purchase is required.
To request a return, please contact us at:
Returns must be approved by Soul Rugs before being shipped. Items returned without prior authorization will not be accepted.
Unless the item arrives damaged, defective, incorrect, or significantly different from its description, all return shipping costs, customs duties, import taxes, handling fees, and any other related charges are the responsibility of the customer.
Order Cancellations
Made-to-Order Rugs
Made-to-order rugs are handcrafted specifically for your order based on the selected size, design, and finish.
Orders may be cancelled within:
24 hours of purchase
After 24 hours, cancellation may no longer be possible because wool preparation, artisan scheduling, loom preparation, dyeing, or weaving may already have begun.
As stated on our product pages, most made-to-order rugs require approximately 5–6 weeks of weaving before shipment.
Ready-to-Ship Rugs
Ready-to-ship orders may be cancelled before shipment.
If you need to cancel your order, please contact us as soon as possible after placing your order.
Once an order has shipped, it can no longer be cancelled but may be eligible for return under this policy.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, incorrect, or significantly different from the product ordered, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Order number
- Photos of the rug
- Photos of the packaging
- Photos of the shipping label
We will evaluate the issue and work with you to provide an appropriate solution.
Made-to-Order & Custom Rugs
Because most Soul Rugs rugs are handcrafted specifically for each customer, made-to-order rugs, custom-size rugs, and personalized rugs are not eligible for returns or exchanges unless they arrive:
- Damaged
- Defective
- Incorrect
- Significantly different from the product ordered
Returns based on personal preference, color expectations, texture expectations, room suitability, change of mind, or incorrect measurements provided by the customer are not eligible for refund.
Natural Handmade Variations
Each rug is handmade and may feature slight variations in size, color, texture, weave density, fringe appearance, and finishing details.
These natural variations are not considered defects and are part of the authenticity and character of traditional Moroccan craftsmanship.
Exchanges
We do not offer direct exchanges.
If an item qualifies for return and the return is approved, you may place a new order separately for the desired item.
European Union Customers
Where applicable, customers residing in the European Union may have a statutory 14-day right of withdrawal for distance purchases.
However, this right does not apply to products made to the consumer’s specifications, custom-sized rugs, personalized rugs, or products clearly made to order.
Nothing in this policy affects your statutory rights regarding damaged, defective, incorrect, or misrepresented products.
Refunds
Once we receive and inspect your approved return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 15 business days after the returned item has been received and inspected.
Please note that banks and credit card providers may require additional processing time before the refund appears on your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Questions?
For any questions regarding returns, refunds, cancellations, or exchanges, please contact:
We are always happy to help.