Refund policy

RETURN & REFUND POLICY ↩️

Last updated: 18-10-2026

Seller: Cooperative TORATH BOUJAD (تعاونية تراث بوجعد), 550 Lot El Kaoutar, 25060 Bejaad, Morocco · info@marrakeshshop.com · +212 638-585788

🗓️ 14 DAYS TO CHANGE YOUR MIND – WHEREVER YOU LIVE

Wherever you live, you can return your rug within 14 days of delivery, without giving any reason, for a refund or an exchange for another rug (with a price adjustment if needed).

The 14 days start on the day you, or someone you name (other than the carrier), receive the rug. If several rugs are delivered on different days, they start on the day you receive the last one.

📩 HOW TO START A RETURN (choose one)

1. Click "Withdraw from contract here" at the bottom of any page of our website, fill in your name, order number and email, and confirm. You receive an email acknowledgement immediately.

2. Or email info@marrakeshshop.com with your order number.

3. Or send the model form at the bottom of this page.

It is enough to send your request before the 14 days end.

📦 SENDING THE RUG BACK

Roll the rug (never fold it), wrap it in plastic and pack it in a strong bag or box, ideally the original packaging. Send it within 14 days of your request, with a tracked service, to:

Marrakesh Shop – Cooperative TORATH BOUJAD
550 Lot El Kaoutar
25060 Bejaad, Morocco

Then email us the tracking number. On the customs declaration, write: "Returned goods – originally exported from Morocco" and attach a copy of your invoice.

💶 RETURN COSTS: PAID BY THE CUSTOMER

For returns from outside Morocco, the customer pays:

• Return shipping. As an indication, a tracked postal return of a rug to Morocco usually costs:

  From	Approximate cost
  Europe & UK	€50 – €180
  USA, Canada & rest of the world	€100 – €300 or more

  The exact cost depends on the size and weight of the rug (about 3 kg for a small rug, up to 20 kg for a large one) and on the carrier you choose. Express couriers usually cost more.
• Customs duties, taxes and clearance fees in Morocco. Moroccan customs charge these to us when the parcel arrives. We pay them on receipt and deduct the exact amount from your refund, and we send you the customs receipt as proof.

For returns within Morocco, the customer pays the CTM return shipping; no customs fees apply.

💳 YOUR REFUND

We refund the price you paid, minus any Moroccan customs costs described above, within 14 days of receiving your request. We may wait until the rug is back in our workshop or until you send proof of shipment, whichever comes first.

The refund goes to the payment method you used (card, Apple Pay, Google Pay, Shop Pay, Klarna, PayPal or any other method used at checkout), at no extra cost.

Cooperative TORATH BOUJAD decides on all returns and gives the refund order. Payments made through Shopify Payments are refunded by Saadi Mohammed (Spain), who collects our online payments; his name may appear on your bank statement. PayPal payments are refunded to your PayPal account.

If you paid in a currency other than the euro, your bank may apply its own exchange rate to the refund.

📌 CONDITION OF THE RUG

You may unroll and inspect your rug as you would in a shop. If it comes back used, stained, damaged, with pet hair or odours, we may deduct the loss of value from your refund.

⚠️ DAMAGED, DEFECTIVE OR WRONG RUG

If your rug arrives damaged, defective, or is not the rug you ordered, contact us within 48 hours of delivery with photos. In that case we pay all return costs and any customs fees, and you choose a replacement or a full refund.

✨ CUSTOM RUGS

Custom-made rugs are sold only on our Etsy shop (https://marrakeshshopcom.etsy.com) and follow Etsy's rules and our Etsy shop policies.

🧶 HANDMADE CHARACTER

Each rug is made by hand from natural wool (hand-knotted, or flat-woven for Kilims). Small variations in colour and pattern, a size difference of up to 3–5%, light shedding in the first weeks and a natural wool smell are normal, not defects.

⚖️ YOUR LEGAL RIGHTS

This policy does not limit the rights you have under the consumer law of your country. For example, consumers in the European Union and the United Kingdom have a legal 14-day right of withdrawal, and a legal guarantee for faulty goods (at least 2 years in the EU, 3 years in Spain).

📝 MODEL WITHDRAWAL FORM

(Complete and send this form only if you wish to return your order.)

To: Cooperative TORATH BOUJAD, 550 Lot El Kaoutar, 25060 Bejaad, Morocco – info@marrakeshshop.com

I hereby give notice that I withdraw from my contract of sale of the following goods: ____________
Order number: ____________
Ordered on: ____________ / Received on: ____________
Name: ____________
Address: ____________
Signature (only if sent on paper): ____________
Date: ____________