Politique de remboursement

Returns & Refunds

Every OwnCrafted rug is one-of-a-kind and shipped from Morocco. We understand that photos and dimensions can only tell you so much about how a rug will feel in your space. That's why we offer a genuine 30-day return policy with prepaid return shipping.

30-Day Return Window

You have 30 days from the delivery date to request a return for any reason. This applies to all rugs, homewares, jewelry, and accessories, including one-of-a-kind and vintage pieces.

Free Return Shipping

OwnCrafted covers the cost of return shipping. When you initiate a return, we email you a prepaid DHL return label. You do not pay for the return.

How to Return an Item

Email contact@owncrafted.com within 30 days of delivery. Include your order number and the reason for return.
We send you a prepaid DHL return label within 24 hours.
Roll the rug (never fold), place it in its original packaging (or similar rigid tube), and attach the label.
Drop the package at any DHL location, or schedule a DHL pickup at your address.
We process your refund within 5 business days of receiving the returned item.

Refund Method

Refunds are issued to the original payment method. Depending on your bank, funds typically appear within 3-10 business days after processing.

Condition Requirements

Returned items must be in original condition:

Unwashed and unstained
Free of pet hair, food debris, or other soiling
Original tags and heritage card included

Minor natural fiber shedding (normal in new wool rugs) is not a reason for rejection.

Exchanges

To exchange for a different size or style, return the original piece within 30 days and place a new order. If there's a price difference, we adjust the refund or invoice accordingly.

Damaged or Defective Items

If your rug arrives damaged, please email contact@owncrafted.com within 7 days of delivery with photos of the damage. Because every shipment is fully insured, we resolve these cases immediately — usually with a full replacement or refund plus we do not require the damaged piece to be returned.

The Weaver Guarantee

Every OwnCrafted rug ships with a heritage card bearing the weaver's name and region. If this documentation does not match the rug you receive, we offer a full refund plus you keep the rug. This is our commitment to authenticity.

Custom & Made-to-Order Pieces

Custom-sized rugs and made-to-order pieces are woven specifically for you and are non-returnable, except in cases of defect or damage. We confirm every specification in writing before beginning production.

Sale & Promotional Items

Items purchased during promotions or with discount codes are eligible for return under the same 30-day policy. Refunds are issued for the price paid, not the original list price.