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Returns & Refunds Policy

Last Updated: [Publication Date]

At Nassja, every rug is handmade by skilled Moroccan artisans. This policy explains which rugs can be returned, how to request a return, and how refunds are issued. It applies to all orders placed on the Nassja website.

Summary

  • Ready-to-ship rugs: eligible returns are accepted within 14 days of the delivery date.

  • Custom and made-to-order rugs: final sale and not eligible for returns or exchanges.

  • Restocking fees: none. Nassja does not charge restocking fees on eligible returns.

  • Return shipping: paid by the customer for standard returns; covered by Nassja when an item arrives damaged or incorrect.

  • Refunds: issued to the original form of payment. Please allow 7–10 business days after we receive and inspect the returned item.

The final-sale status of custom and made-to-order rugs does not affect our commitments for orders that arrive damaged, arrive incorrect, or are lost in transit. These situations are covered in the sections below.

Which Rugs Can Be Returned

Ready-to-Ship / In-Stock Rugs

Returns are accepted for eligible ready-to-ship, in-stock rugs within 14 days of the delivery date, provided they meet the eligibility conditions below.

Custom / Made-to-Order Rugs

Custom and made-to-order rugs are handcrafted specifically according to the size or specifications selected by the customer. For this reason, they are final sale and are not eligible for return or exchange.

Return Eligibility

To be eligible for a return:

  • The rug must be unused and in its original condition.

  • The rug must not have been installed, washed, altered, modified, stained, or damaged after delivery.

  • The rug must be returned in its original packaging or in equivalent protective packaging suitable for safe transportation.

  • Any original tags or labels must remain attached, where applicable.

  • The return request must be submitted within 14 days of the delivery date.

  • The return must be authorized by Nassja before the rug is shipped back.

Returns sent without prior authorization may be refused.

Handmade Rug Characteristics

Nassja rugs are handmade by skilled Moroccan artisans. Small variations in dimensions, weave, texture, pattern, or color are natural characteristics of handmade products and are not considered defects. Colors may also appear slightly different depending on lighting conditions and screen settings.

Return Window

Return requests must be submitted within 14 days of delivery. The 14-day return period begins on the date your order is delivered.

Return Shipping Costs

Customers are responsible for return shipping costs for standard returns. We recommend using a tracked and insured shipping service, as Nassja cannot be responsible for returned items that are lost or damaged in transit.

If you received a damaged or incorrect item, Nassja will cover the applicable return shipping costs.

Restocking Fees

Nassja does not charge any restocking fees on eligible returns.

Damaged, Incorrect, or Missing Orders

Damaged Items

If your rug arrives damaged, please contact Nassja within 48 hours of delivery by email or WhatsApp.

Please provide your order number and clear photos of the rug, the packaging, and the damaged area. Once the issue has been reviewed, we will work quickly to resolve it and offer an appropriate refund or exchange.

Customers are not responsible for return shipping costs when an item arrives damaged.

Incorrect Item Received

If you receive a rug that is different from the item you ordered, please contact Nassja within 14 days of the delivery date.

Please provide your order number and photos of the item received. We will arrange the appropriate return and provide a replacement where available, or a refund to the original payment method.

Customers are not responsible for return shipping costs when an incorrect item has been sent.

Lost or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact us by email or WhatsApp and provide your order number. Estimated delivery timeframes are listed in our Shipping Policy.

We will review the tracking information and, when necessary, open an investigation with the shipping carrier. If the carrier confirms that the shipment has been lost, Nassja will offer a replacement where possible or issue a full refund to the original payment method.

Customers will not be responsible for additional shipping costs for orders confirmed as lost in transit.

How to Start a Return

To request a return, contact Nassja through one of the following channels:

Please include your full name, order number, reason for the return, and photos when relevant. Please wait for our return authorization before shipping the rug back.

Refunds

Refund Timeline

Once the returned item has been received and inspected, please allow 7–10 business days for verification and refund processing.

Refund Method

Approved refunds will be issued to the original form of payment.

Related Policies

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