Refund policy
Every NURA rug is knotted by hand in Morocco, and we want you to love yours for years. Our returns promise is simple, and it is the same wherever you live.
At a glance
- Ready-to-ship rugs: 30 days to return, for any reason.
- Made-to-order rugs: woven just for you, so they aren't returned for a change of mind. If anything is wrong with your rug, you have 30 days to tell us and we make it right at our cost.
Ready-to-ship, vintage and one-of-a-kind rugs
Live with your rug for 30 days. If it isn't right for your space, send it back unused and in its original condition and we'll refund you. Return shipping is on you. If a rug arrives damaged or isn't as described, it's on us. Prefer a different rug? Return yours and place a new order, or ask us and we'll help you set it up.
Made-to-order and bespoke rugs
A made-to-order rug doesn't exist until you order it. Our weavers knot it for you alone, in the size and finish you chose, which is why it isn't returnable for a change of mind. What you get instead is our Made-Right Guarantee:
- Right size: within 5% of the size you ordered (for example, up to 15 cm / 6 in on a 3 m / 10 ft side), the normal tolerance for hand-knotted work. Our weavers work generously, so any difference is almost always a little extra rug, not less. Fitting an exact space? Tell us your maximum size when you order and we'll weave to it.
- Right design and colours: true to the listing. Natural wool and hand-dyeing bring gentle variations, which is the character of a handmade rug.
- Right quality: free from defects in materials and workmanship.
- Seen before it ships: we send you photos of your finished rug before dispatch.
If we miss on any of these, tell us within 30 days of delivery. We'll make it right with a repair, a remake or a full refund, and we cover the return shipping.
Bespoke rugs (custom sizes, colours or designs) carry the same guarantee, measured against the specification we confirm with you in writing.
Changes and cancellations
Made-to-order rugs: change your mind on size or design within 24 hours of ordering and we'll update or cancel your order free of charge. After that, your wool is sourced and your weaver begins, so the order goes ahead as placed. Production usually takes 2 to 6 weeks before dispatch, depending on size and design.
Ready-to-ship rugs: you can cancel any time before your rug is handed to the carrier. Some orders ship the same day, so please email us as soon as you can.
Not sure yet?
Message us before you order. We'll send extra photos, daylight videos and sizing advice so you can choose with confidence.
How a return works
- Email support@nurarugs.com with your order number and a few photos.
- We reply within one business day with a return label or instructions. Please wait for our reply before sending anything, so your rug doesn't go astray.
- Roll the rug, wrap it well and hand it to the carrier.
- Your refund goes to your original payment method within 14 days of the rug reaching us. For change-of-mind returns of ready-to-ship rugs, the return shipping cost is deducted from the refund.
Rugs need to come back clean, unused and free of odours, stains and pet hair.
Your legal rights
Nothing in this policy limits your legal rights if a rug is faulty or not as described. If you live in the UK or the EU, you also have a legal right to cancel orders for ready-to-ship, vintage and one-of-a-kind rugs within 14 days of delivery, which our 30-day returns already cover. Made-to-order and bespoke rugs are made to your specification, so that right to cancel doesn't apply to them.
To cancel, a simple email is enough: "To NURA, Authentic Trade & Commerce Ltd, support@nurarugs.com. I wish to cancel my order for: ______. Ordered on / received on: ______. Name: ______. Address: ______. Date: ______."
Questions?
Email support@nurarugs.com. A real person replies.