Refund & Return Policy
Last Updated: 28/02/2025
At MyRugy, we take pride in delivering high-quality, handcrafted Moroccan rugs and DIY weaving kits. Due to the nature of our products, we have specific guidelines regarding refunds, returns, and exchanges.
1. Returns & Eligibility
We accept returns for eligible items under the following conditions:
✅ The item must be unused, in its original condition, and in the original packaging.
✅ The return request must be made within 15 days of receiving the item.
✅ Proof of purchase (order number or receipt) is required.
Non-Returnable Items:
❌ Custom rugs (handwoven based on your submitted image or design).
❌ Used or damaged items (unless received defective).
❌ Final Sale or Clearance Items (not eligible for return).
2. Refunds & Exchanges
2.1 Refund Process
• Once we receive and inspect your return, we will notify you via email about the approval or rejection of your refund.
• If approved, a refund will be processed to your original payment method within 5days.
• Shipping fees are non-refundable unless the return is due to an error on our part (wrong or defective item).
2.2 Exchanges
• We only replace defective or damaged items. If you need an exchange, contact us at Support@myrugy.com with photos of the issue.
3. How to Initiate a Return
1️⃣ Email us at Support@myrugy.com with your order number and reason for the return.
2️⃣ Wait for our team’s approval and return instructions.
3️⃣ Ship the item to the return address provided in our email.
4️⃣ Once received, we will process your refund or exchange.
🔹 Note: Customers are responsible for return shipping costs unless the item is defective or incorrect.
4. Cancellations & Order Changes
• Orders can be canceled or modified within [X hours] of purchase.
• After production starts on a custom rug, cancellations are not allowed.
5. Late or Missing Refunds
• If you haven’t received a refund after 7, check with your bank or payment provider.
• If the issue persists, contact us at Support@myrugy.com.
6. Contact Us
For any questions about returns or refunds, contact:
📩 Email: Support@myrugy.com
📞 Phone: +212 7 08 02 02 01