Refund policy
Last Updated: August 19, 2026
At Bani Rugs, we want you to feel confident about your purchase. Because many of our Moroccan rugs are handmade and one of a kind, we ask that you review the product photos, measurements, and descriptions carefully before ordering.
14-Day Return Policy
Eligible in-stock rugs may be returned or exchanged within 14 days of delivery.
To start a return, contact us at contact@banirugs.com with your order number and the item you wish to return.
Please do not ship a return before contacting us. We will provide return instructions and the appropriate return address.
Return Condition
To qualify for a full refund, the rug must be returned in its original, unused, and resellable condition.
- Returned rugs must be free from:
- Pet hair or pet dander
- Dirt, dust, or grass stains
- Food, beverage, or other stains
- Odors, including smoke or pet odors
- Signs of use or wear
- Washing or improper cleaning
- Damage, cuts, or alterations
We recommend inspecting the rug carefully before placing furniture on it or using it in your home if you are considering a return.
All returned rugs are inspected after arrival.
A rug that has been used, washed, altered, damaged, stained, or otherwise returned in a condition that prevents it from being resold may be refused or may qualify for a reduced refund where permitted by applicable law.
Return Packaging
Whenever possible, please return the rug using its original protective packaging.
If the original packaging is no longer available, the rug must be securely wrapped and packaged in a manner that protects it against moisture, dirt, tearing, and other damage during transportation.
Damage caused by inadequate return packaging may affect refund eligibility.
Return Shipping
Unless the rug arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.
We strongly recommend using a trackable and adequately insured shipping service. Please retain your tracking information until your refund has been completed.
Original shipping charges, expedited shipping fees, international shipping charges, customs fees, and other delivery-related charges are generally non-refundable, except where required by applicable law or when the return results from an error by Bani Rugs.
Bani Rugs does not charge a restocking fee for eligible returns.
Refunds
Once your return arrives, we will inspect it and notify you regarding approval of the refund.
We aim to inspect returns within approximately 5 business days after receiving them.
Approved refunds will be issued to the original payment method used for the purchase.
After Bani Rugs issues the refund, your bank, credit card company, PayPal, or other payment provider may require additional time to post the refund to your account.
If you have not received an approved refund within 10 business days after we confirm that it was issued, please contact your financial institution first and then contact us at contact@banirugs.com if additional assistance is needed.
Exchanges
Eligible in-stock rugs may also be exchanged within the 14-day return period.
Because many Bani Rugs pieces are one of a kind, we cannot guarantee that the same rug, design, color, or size will still be available when an exchange is requested.
If you select a different rug:
- If the replacement costs more, you will be responsible for the price difference.
- If the replacement costs less, the applicable difference will be refunded.
- Exchange shipping costs will be communicated before the exchange is completed.
An exchange is considered complete after the replacement item has been shipped. Additional exchanges may be treated as a new return request and remain subject to this policy.
Custom-Made Rugs
Custom-made, made-to-order, personalized, or specially modified rugs are generally not eligible for return or exchange because they are produced specifically according to the customer's requested size, design, color, or other specifications.
Custom-made rugs remain eligible for assistance if they arrive damaged, defective, incorrect, or materially different from the specifications confirmed for the order.
Please keep in mind that Bani Rugs are handmade. Reasonable variations in dimensions, pattern placement, wool texture, pile, weave, color tone, fringe, shape, and finishing are characteristics of handmade craftsmanship and are not normally considered defects.
Any specific terms provided with a custom quotation or custom order will also apply to that purchase.
Damaged, Defective or Incorrect Items
Please inspect your rug as soon as possible after delivery.
If your order arrives damaged, defective, or you receive an incorrect item, contact us at contact@banirugs.com as soon as possible, preferably within 48 hours of delivery, so we can investigate quickly.
Please include:
- Your order number
- A description of the issue
- Photographs of the rug
- Photographs of the packaging if there is shipping damage
Do not discard damaged packaging until we have reviewed your claim, as the shipping carrier may require photographs or additional information.
If we determine that the rug arrived damaged, defective, or incorrect, we will work with you on an appropriate resolution, which may include a replacement, exchange, repair, or refund.
The 48-hour request is intended to help us investigate shipping damage promptly and does not limit consumer rights that cannot be waived under applicable law.
Cancellations
If you need to cancel an order, contact contact@banirugs.com as soon as possible.
An in-stock order may be cancelled if it has not yet been shipped or committed to fulfillment.
Once an order has shipped, it cannot be cancelled and must instead follow the applicable return process.
Custom Orders
Custom-made orders may be cancelled before production begins.
Once materials have been committed or production has started, a custom order may no longer be cancelled or refunded, except where otherwise agreed or required by applicable law.
Sale and Promotional Purchases
Unless an item is specifically identified as Final Sale before purchase, eligible discounted or promotional in-stock rugs may be returned under this policy.
Refunds are based on the actual amount paid for the returned item after applicable discounts.
Promotional codes cannot be converted into cash.
International Returns
Customers outside the United States should contact us before returning an item.
International customers are generally responsible for return shipping and any applicable return transportation expenses unless the item arrived damaged, defective, or incorrect.
Please do not send an international return without authorization and return instructions from Bani Rugs.
Any mandatory consumer rights available in your country or region remain unaffected by this policy.
Questions About a Return
For returns, exchanges, refunds, damaged orders, or cancellations, contact:
Bani Rugs
A brand of KARAHOME Solutions, Inc.
2723 W main st Wappingers Falls, New York United States
Phone: +18457189286
Email: contact@banirugs.com