How Returns & Refunds Work at Berber Knots
This policy explains how Berber Knots handles returns, exchanges, and refunds for orders delivered worldwide. Our goal is to make our return conditions clear before you place an order.
Return Window & How to Request a Return
You may request a return within 14 days after your order is delivered, subject to the conditions and exceptions described below.
To request a return, please email support@berberknots.com within the applicable return period.
Please include:
- Your order number
- The item you would like to return
- The reason for the return
- Photos if the item is damaged, defective, or incorrect
Please contact us before sending any item back. Our team will provide the appropriate return instructions and return address.
Return Shipping Costs
- If you are returning an eligible item because you changed your mind, selected the wrong size, or for another personal reason, return shipping costs are generally your responsibility, unless applicable law requires otherwise.
- If your order arrives damaged, defective, or incorrect, please contact us before returning it. We will provide return instructions and cover reasonable return shipping costs associated with the approved return.
Because rugs may be large or heavy, international return shipping costs can vary significantly depending on the size of the item and the destination. Customers may contact us before purchasing if they would like information about potential return shipping costs.
Custom & Personalized Orders
Some Berber Knots products are created according to a customer’s specific requirements, such as custom dimensions, custom colors, personalized designs, or other customer-requested modifications.
Where permitted by applicable law, items that are made specifically to your individual specifications or clearly personalized may not be eligible for a change-of-mind return.
This does not affect your rights if a custom or personalized item arrives damaged, defective, incorrect, or does not reasonably match the agreed specifications.
If you are unsure whether a product will be considered custom or personalized, please contact us before placing your order.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if the item arrives damaged, defective, or different from what you ordered.
Please provide your order number and clear photographs showing the issue.
After reviewing the issue, we may offer an appropriate solution such as:
- A replacement
- A repair or correction where appropriate
- A full or partial refund
- Another mutually agreed solution
When an approved return is required because the item is damaged, defective, or incorrect, Berber Knots will cover reasonable return shipping costs.
Return Conditions & Item Requirements
Eligible returned items should meet the following conditions:
- The return request is made within the applicable return period.
- The item has not been used beyond what is reasonably necessary to inspect it.
- The item is returned clean and without avoidable damage.
- All parts and accessories supplied with the item are included, where applicable.
- Original packaging should be used where reasonably possible.
Where permitted by applicable law, a refund may be reduced if an item has lost value because it was used, handled, damaged, or altered beyond what was reasonably necessary to inspect it.
Exchanges
You may contact us within the applicable return period to request an exchange.
- If the product is damaged, defective, or incorrect, we will work with you to arrange an appropriate replacement or other solution.
- If you would like a different size, style, or product for personal reasons, the exchange will be subject to product availability and the normal return conditions. Return shipping costs are generally your responsibility unless applicable law requires otherwise.
Custom or personalized items may be subject to the restrictions explained in the Custom & Personalized Orders section above.
Refund Method
Approved refunds are issued to the original payment method.
The refund will be processed using the currency applicable to the original transaction. If your bank, card issuer, PayPal, or another payment provider performs a currency conversion, its exchange rate or conversion fees may apply and are outside Berber Knots’ control.
Refund Timing
Once we have received and, where applicable, inspected an approved return, we will process the refund within 14 days, subject to applicable law.
You will receive confirmation once the refund has been issued.
After we issue a refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
Original Delivery Charges
Any refund of original delivery charges will be handled according to the reason for the return and applicable consumer law.
Berber Knots does not charge restocking fees.
In some situations, and where agreed with the customer, we may offer a partial refund or another solution if the customer prefers to keep the item.
Late or Missing Refunds
If you have received confirmation that a refund was issued but it has not yet appeared:
- Check your bank or payment account.
- Contact your bank, card issuer, PayPal, or payment provider, as processing times may vary.
- If the refund is still missing after the payment provider’s normal processing period, contact us at support@berberknots.com.
EU & EEA Customers
If you are a consumer located in the European Union or European Economic Area, applicable consumer protection laws may provide additional rights, including a right of withdrawal for certain online purchases.
Where the statutory right of withdrawal applies, the withdrawal period is generally 14 days from the day you receive the goods.
Certain products may be excluded from this right where permitted by applicable law, including goods made according to the customer’s specifications or goods that are clearly personalized.
Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under applicable law.
Customers in Other Countries
Customers in other countries may have additional rights under the consumer protection laws applicable in their place of residence. Where mandatory local consumer laws apply to a transaction, those rights are not limited by this policy.
Where This Policy Applies
This Return & Refund Policy applies to orders placed through www.berberknots.com and shipped to destinations we serve worldwide.
Contact Us
For questions about returns, exchanges, or refunds, please contact us:
Store Name: Berber Knots
Phone: +212708497570
Email: support@berberknots.com
Business Hours: Monday–Friday, 8:00 AM–6:00 PM (Morocco local time)
Address: 352 Lot My Massoud Sidi Said, Meknes, Mamek, 50000, Morocco.