Returns Policy
Your Satisfaction is Our Priority
Introduction
At Beni Ouarain Outlet, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, and we're here to make the returns process as smooth as possible. This Returns Policy outlines the terms and conditions for returning products purchased from our website www.beniouarainoutlet.com.
Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined in this Returns Policy.
Last Updated: December 18, 2025
1. Return Eligibility
1.1 Return Period
You have 30 days from the date of delivery to initiate a return. Returns requested after this period will not be accepted unless the product is defective or damaged.
1.2 Condition Requirements
To be eligible for a return, items must meet the following conditions:
- The item must be unused, unworn, and in the same condition as received
- All original tags, labels, and packaging must be intact
- The item must not show any signs of use, washing, or alteration
- Custom-made or personalized items cannot be returned unless defective
- Items purchased during final sale or clearance events are not eligible for return
1.3 Non-Returnable Items
The following items cannot be returned:
- Custom-made or made-to-order rugs
- Items marked as "Final Sale" or "Clearance"
- Gift cards and fabric swatches
- Items that have been used, washed, or altered
- Items without original tags or packaging
2. How to Initiate a Return
2.1 Contact Us
To initiate a return, please contact our customer service team within 30 days of receiving your order:
- Email: Info@beniouarainoutlet.com
- Phone: +31 (0) 85 06 020 96
- Business Hours: Monday - Friday: 09:00 - 18:30
2.2 Provide Order Information
When contacting us, please provide the following information:
- Order number
- Item(s) you wish to return
- Reason for return
- Photos of the item (if damaged or defective)
- Preferred resolution (refund or exchange)
2.3 Return Authorization
Our customer service team will review your request and provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions. Do not ship items back without an RMA number, as unauthorized returns may not be processed.
3. Return Shipping
3.1 Shipping Costs
Return shipping costs depend on the reason for the return:
- Customer-Initiated Returns: You are responsible for return shipping costs unless the item is defective or we made an error
- Defective or Damaged Items: We will cover return shipping costs and provide a prepaid return label
- Wrong Item Shipped: We will cover all return shipping costs
3.2 Packaging Guidelines
Please follow these guidelines when shipping your return:
- Use the original packaging if possible
- Securely pack the item to prevent damage during transit
- Include the RMA number on the outside of the package
- Include a copy of your order confirmation or packing slip inside the package
- Use a trackable shipping method and keep your tracking number
3.3 Return Address
Ship your return to the address provided by our customer service team. Do not send returns to our business address without prior authorization.
4. Refunds
4.1 Processing Time
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. Refunds are typically processed within 5-10 business days after we receive and inspect your return.
4.2 Refund Method
Refunds will be issued to the original payment method used for the purchase:
- Credit/Debit Card: 5-10 business days (depending on your bank)
- PayPal: 3-5 business days
- iDEAL/Bancontact: 3-7 business days
4.3 Partial Refunds
In some cases, only partial refunds may be granted:
- Items with obvious signs of use or damage not caused during shipping
- Items returned without original packaging or tags
- Items returned more than 30 days after delivery (at our discretion)
4.4 Shipping Costs
Original shipping costs are non-refundable unless the return is due to our error or a defective product. If you received free shipping on your original order, the actual shipping cost will be deducted from your refund.
5. Exchanges
5.1 Exchange Policy
We accept exchanges for items of equal or greater value, subject to availability. If you wish to exchange an item:
- Contact our customer service team to check availability
- Return the original item following our return process
- Place a new order for the desired item
- We will refund the original purchase once we receive and inspect the return
5.2 Size or Color Exchanges
If you need a different size or color, please contact us as soon as possible. We'll do our best to accommodate your request, but exchanges are subject to product availability.
6. Damaged or Defective Items
6.1 Reporting Damage
If you receive a damaged or defective item, please contact us within 7 days of delivery. Provide the following information:
- Order number
- Clear photos of the damage or defect
- Photos of the packaging (if damaged during shipping)
- Detailed description of the issue
6.2 Resolution Options
For damaged or defective items, we offer the following resolutions:
- Replacement: We'll send you a replacement item at no additional cost
- Full Refund: We'll issue a full refund including original shipping costs
- Partial Refund: For minor defects, we may offer a partial refund if you wish to keep the item
6.3 Manufacturing Defects
Please note that our handmade Moroccan rugs may have slight variations and imperfections that are characteristic of artisan craftsmanship. These are not considered defects. However, if you believe your item has a genuine manufacturing defect, please contact us for evaluation.
7. International Returns
International customers are responsible for return shipping costs and any customs fees or duties incurred. We recommend using a trackable shipping method with insurance for high-value items.
Please contact our customer service team before shipping international returns to ensure proper processing and to receive specific return instructions for your country.
8. Order Cancellations
8.1 Before Shipment
You may cancel your order before it ships by contacting us immediately. If your order has not yet been processed, we will issue a full refund. Once an order has shipped, it cannot be cancelled and must be returned following our standard return process.
8.2 Custom Orders
Custom-made or made-to-order items cannot be cancelled once production has begun. Please review your order carefully before confirming.
9. Lost or Stolen Packages
We are not responsible for packages that are lost or stolen after delivery confirmation. If your tracking information shows that your package was delivered but you did not receive it, please:
- Check with neighbors or building management
- Verify the delivery address on your order
- Contact the shipping carrier to file a claim
- Contact us within 48 hours of the delivery date for assistance
We will work with you and the shipping carrier to resolve the issue, but we cannot guarantee a refund or replacement for packages marked as delivered.
10. Contact Us
If you have any questions about our Returns Policy or need assistance with a return, please contact us:
Beni Ouarain Outlet
Hybrideweg 187, 2141 DM, Vijfhuizen
Netherlands (No Visitor Address)
Email: Info@beniouarainoutlet.com
Phone: +31 (0) 85 06 020 96
Business Hours: Monday - Friday: 09:00 - 18:30
Need Help with a Return?
Our customer service team is here to assist you with any questions or concerns about returns and refunds.
