At Beni Ouarain Outlet, we are committed to providing exceptional products and service. If you have any concerns or complaints, we want to hear from you. We also stand behind the quality of our handmade rugs with our comprehensive warranty policy.
How to File a Complaint
We strive for excellence in every aspect of our business. If you are not satisfied with any aspect of your purchase or experience, please let us know so we can make it right.
Step 1: Contact Us
Please contact us as soon as possible with details of your complaint. You can reach us through:
To help us resolve your complaint quickly, please provide:
Your order number and date of purchase
A clear description of the issue or concern
Photos or videos if the complaint relates to product quality or damage
Your contact information (name, email, phone number)
Your preferred resolution or outcome
Step 3: Our Response
We will acknowledge receipt of your complaint within 2 business days and provide you with a reference number. We aim to investigate and resolve all complaints within 10 business days. For complex issues, we will keep you informed of our progress and provide an estimated resolution timeframe.
Step 4: Resolution
Depending on the nature of your complaint, we may offer:
A full or partial refund
A replacement product
Store credit for future purchases
Repair or restoration services (if applicable)
Other compensation as appropriate
Common Complaint Categories
Product Quality Issues:
Manufacturing defects
Color discrepancies
Size variations beyond acceptable range
Delivery Issues:
Delayed shipment
Damaged during transit
Incorrect item received
Customer Service:
Communication issues
Billing or payment concerns
Return or refund delays
Website & Orders:
Technical difficulties
Incorrect product information
Order processing errors
Our Warranty Commitment
All our authentic handmade Moroccan rugs are covered by our comprehensive warranty policy. We guarantee the quality and craftsmanship of every rug we sell.
Warranty Coverage
Our warranty covers:
Manufacturing Defects: Defects in materials or workmanship that existed at the time of purchase
Structural Issues: Problems with the weave, knotting, or construction that affect the rug's integrity
Color Fastness: Excessive color bleeding or fading under normal use (excluding natural aging)
Authenticity Guarantee: We guarantee all rugs are authentic handmade Moroccan rugs as described
Warranty Period
Standard Rugs
12 months from the date of delivery for manufacturing defects and structural issues
Custom-Made Rugs
18 months from the date of delivery for manufacturing defects and structural issues
Authenticity Guarantee
Lifetime guarantee that your rug is an authentic handmade Moroccan rug
What's NOT Covered
Our warranty does not cover:
Normal wear and tear from regular use
Damage from improper cleaning, maintenance, or care
Damage from accidents, misuse, abuse, or negligence
You may also contact consumer protection organizations in your country for assistance with unresolved disputes.
Legal Action
As a last resort, you have the right to pursue legal action. Any disputes will be governed by Dutch law and the courts of the Netherlands will have exclusive jurisdiction, unless mandatory consumer protection laws in your country provide otherwise.
Our Commitment to Fair Resolution
We are committed to:
Treating all complaints seriously and with respect
Investigating complaints thoroughly and impartially
Responding promptly and keeping you informed
Finding fair and reasonable solutions
Learning from complaints to improve our service
Maintaining confidentiality throughout the process
Time Limits for Complaints
To ensure we can properly investigate your complaint, please notify us:
• Delivery issues: Within 48 hours of delivery
• Product defects: Within 14 days of discovery
• Warranty claims: Within the warranty period
• Other complaints: Within a reasonable time after the issue occurred
Need Assistance?
Our customer service team is here to help. Don't hesitate to reach out with any questions or concerns.
