Refund policy

Last updated: July 21, 2026

1. Our Return Policy

Every Wool Heritage rug is handmade in M'rirt, Morocco. Most of our rugs are produced after an order is placed, based on the design, size, and finishing options selected by the customer.

Because of the handmade and made-to-order nature of our products, we do not accept returns or exchanges for:

  • Change of mind

  • Incorrect size selected by the customer

  • Incorrect color or design selected by the customer

  • A change in the customer's interior design preferences

  • Failure to measure the intended space correctly

  • Natural handmade variations

  • Custom-size or personalized rugs

We accept claims when an order:

  • Arrives damaged

  • Is materially defective

  • Is different from the product ordered

  • Contains the wrong design, size, or configuration because of an error by Wool Heritage

Nothing in this policy limits any mandatory consumer rights that apply in the customer's country.

2. Handmade Characteristics

Every Wool Heritage rug is individually woven by hand.

Minor variations may occur in:

  • Dimensions

  • Color tone

  • Pattern placement

  • Weaving tension

  • Pile height

  • Wool texture

  • Tassel length

  • Finishing details

Colors may also appear slightly different depending on lighting, photography, screen settings, and the natural variation of wool.

These characteristics are part of the handmade nature of the rug and are not considered defects, damage, or reasons for return.

Handmade rug dimensions may vary slightly from the dimensions ordered. A reasonable variation resulting from the handmade production process is not considered a manufacturing defect.

3. Inspecting Your Order

Please inspect your rug and its packaging immediately after delivery.

If the package appears damaged, photograph it before opening it.

Keep:

  • The original packaging

  • The shipping label

  • The delivery documents

  • All packaging materials

Do not discard the packaging until you have inspected the rug and confirmed that there is no shipping damage.

4. Reporting a Damaged or Incorrect Order

You must contact us within 48 hours of delivery if the rug:

  • Arrived damaged

  • Appears to have been damaged during transportation

  • Is materially defective

  • Is not the rug you ordered

  • Has an incorrect size or configuration due to our error

Contact us at:

Email: info@woolheritage.com
WhatsApp: +1 917 730 3841

Your message must include:

  • Your full name

  • Your order number

  • A clear description of the problem

  • Photographs of the entire rug

  • Close-up photographs of the damaged or incorrect area

  • Photographs of the external packaging

  • A photograph of the shipping label

  • A video when reasonably requested

Submitting a claim does not automatically mean that a return or refund has been approved.

We will review the evidence and contact you with the next steps.

5. Available Resolutions

When a claim is approved, Wool Heritage may offer one or more of the following remedies, depending on the circumstances:

  • Repair

  • Replacement

  • Remaking the rug

  • Partial refund

  • Full refund

  • Another appropriate resolution agreed with the customer

The appropriate resolution will depend on:

  • The nature and severity of the problem

  • Whether the rug can reasonably be repaired

  • Whether a replacement can be produced

  • The time required to produce a replacement

  • The cost and practicality of international return shipping

  • Applicable consumer-protection laws

A full refund will not normally be issued for a minor problem that can reasonably be repaired or otherwise resolved, except where applicable law requires a different remedy.

6. Return Authorization

Do not return a rug without first contacting us and receiving written authorization.

Unauthorized returns may:

  • Be refused

  • Be sent back to the customer

  • Be ineligible for reimbursement

  • Cause customs or storage charges

When a return is approved, we will provide:

  • The approved return address

  • Packaging instructions

  • Shipping instructions

  • Any required customs information

  • The deadline for sending the rug

The return address may differ from our registered US business address.

Do not send a rug to our Wyoming registered business address unless we specifically instruct you to do so in writing.

Our rugs are produced and fulfilled from Morocco, and approved returns may need to be sent to a designated return location.

7. Return Shipping for Damaged or Incorrect Orders

When a return is required because the rug arrived damaged, materially defective, or incorrect due to an error by Wool Heritage, we will provide one of the following:

  • A prepaid return-shipping label

  • Carrier collection arranged by Wool Heritage

  • Reimbursement of reasonable approved return-shipping costs

The customer must follow the return instructions provided by Wool Heritage.

We will not reimburse:

  • Unapproved shipping methods

  • Expedited shipping selected without authorization

  • Additional insurance purchased without authorization

  • Storage charges caused by customer delay

  • Customs charges caused by incorrect return documentation

  • Returns sent to an unauthorized address

Where we ask the customer to initially pay an approved return-shipping cost, reimbursement will be processed after the shipping receipt and tracking information have been provided.

8. Condition of Returned Products

An approved returned rug must:

  • Be returned in the condition in which it was received

  • Not have been used beyond what was reasonably necessary to inspect it

  • Not have been washed or professionally cleaned

  • Not have been altered, cut, repaired, or modified

  • Not have acquired stains, odors, pet hair, smoke exposure, or additional damage

  • Be securely packaged according to our instructions

  • Include all requested documentation

We may reduce or refuse a refund when the rug has been damaged, altered, or used after delivery in a way unrelated to the original approved claim, subject to applicable law.

9. Return Deadline

After a return is approved, the rug must normally be handed to the authorized shipping carrier within 7 calendar days, unless we provide a different deadline in writing.

The customer must send us:

  • The tracking number

  • Proof of shipment

  • The shipping receipt, when applicable

Failure to send the return within the approved period may result in the authorization being cancelled, except where applicable law requires otherwise.

10. Refund Processing

When a refund is approved, it will be issued to the original payment method.

Refunds are normally processed after:

  • The returned rug has been received

  • The rug has been inspected

  • The claim has been confirmed

  • Any necessary carrier investigation has been completed

After we issue the refund, your bank or payment provider may require additional time to post the funds to your account.

Original shipping charges will be refunded when required by applicable law or when the entire order is refunded because it arrived damaged, defective, or incorrect due to our error.

Customs duties, import taxes, and fees paid directly to government authorities or third parties may not be refundable by Wool Heritage. Customers may need to request reimbursement from the relevant authority.

11. Replacement Rugs

When a replacement is approved, the replacement may need to be handmade.

The production time for a replacement depends on:

  • Rug size

  • Design complexity

  • Material availability

  • Artisan availability

  • Current production schedule

We will provide an estimated production timeline when the replacement is confirmed.

Replacement timelines are estimates and may differ from the original order timeline.

12. Order Cancellations

Because our rugs are handmade and production may begin shortly after an order is confirmed, cancellation requests must be submitted as soon as possible.

A cancellation is not guaranteed after:

  • Materials have been allocated

  • Wool preparation has started

  • Weaving has started

  • A custom design or size has been approved

  • Production-related costs have been incurred

Contact us immediately at info@woolheritage.com to request a cancellation.

When an order can still be cancelled without significant production work having started, we will confirm the available refund.

Custom, personalized, or made-to-order products may not be cancellable after production begins, except where applicable law requires otherwise.

13. Change-of-Mind Returns

Wool Heritage does not voluntarily accept returns because a customer:

  • Changed their mind

  • No longer wants the rug

  • Selected the wrong dimensions

  • Does not like the selected color or design

  • Found another product

  • No longer needs the order

However, customers may have additional mandatory cancellation or withdrawal rights under the laws of their country.

Where a mandatory withdrawal right applies, Wool Heritage will comply with that law.

Custom-size, personalized, or clearly customized rugs may be excluded from change-of-mind withdrawal rights where permitted by applicable law.

14. Incorrect Delivery Information

Wool Heritage is not responsible for delivery problems caused by information incorrectly provided by the customer, including:

  • An incorrect address

  • An incomplete address

  • An incorrect postal code

  • An incorrect telephone number

  • Failure to respond to the carrier

  • Failure to complete customs requirements

  • Refusal to pay applicable customs duties

Costs resulting from incorrect customer information may be deducted from any refund where permitted by law.

15. Refused or Unclaimed Orders

An order refused or left unclaimed without an approved damage or error claim is not automatically eligible for a refund.

The customer may be responsible for:

  • Original shipping charges

  • Return shipping

  • Customs charges

  • Carrier handling charges

  • Storage costs

  • Redelivery costs

Any possible refund will be considered only after the rug has been safely returned and inspected.

16. Exchanges

We do not offer general exchanges.

An incorrect or damaged rug may be replaced when the claim is approved.

Customers cannot exchange a rug solely to obtain:

  • Another size

  • Another color

  • Another design

  • Another tassel option

  • A different product

17. Gifts

Refunds are issued to the original payment method used to purchase the order.

We cannot issue a cash refund or payment to a gift recipient unless required by applicable law.

18. Contact Us

For damaged orders, incorrect orders, return authorization, cancellations, or refund questions, contact:

Wool Heritage LLC

Registered business address:
30 N Gould St, Ste R
Sheridan, WY 82801
United States

Workshop, production, fulfilment, and shipping operations:
M'rirt, Morocco

Email: info@woolheritage.com

WhatsApp: +1 917 730 3841

Business hours:
Monday to Friday
9:00 AM to 6:00 PM Morocco time