Returns & Refunds policy
1.Product Description and Guarantee
At Rug&Root, each of our rugs is a unique, handcrafted piece, created by skilled artisans in Morocco. Every rug reflects the personal imagination or story of the artisan, making it truly one-of-a-kind. Due to the handcrafted nature of our products, slight variations in design, color, and texture may occur, and no two rugs are exactly the same.
One-of-a-Kind Pieces: Our rugs are handmade, meaning that each one has its own individual characteristics. These variations are not defects but part of the artistic process.
Craftsmanship: We guarantee that each rug is crafted with high-quality materials and techniques, such as hand-knotted wool and cotton, ensuring durability and beauty.
Please note that we do not offer an authenticity guarantee of antiquity or age.
If you have any questions about the details of a specific rug, please contact us at contact@rugandroot.com, and we will be happy to provide further information.
2. Care & Maintenance Policy
Care & Maintenance
To preserve the beauty and longevity of your handcrafted Rug&Root rug, we recommend the following care instructions:
Regular Cleaning: Vacuum regularly using a vacuum without a beater bar to remove dust and dirt. For high-traffic areas, regular vacuuming will prevent dirt from settling into the fibers.
Spot Cleaning: In case of spills, blot the area immediately with a clean, dry cloth. Avoid scrubbing, as this can damage the rug’s fibers. For stubborn stains, a mild detergent and water solution may be used, but always test the solution on a small, inconspicuous area first.
Professional Cleaning: For deeper cleaning, we recommend having your rug professionally cleaned every 1-2 years by a cleaner experienced with handwoven textiles.
Avoid Sunlight: Direct sunlight can fade the colors of your rug. To prevent uneven wear and fading, rotate the rug regularly.
Taking good care of your Rug&Root rug will ensure it remains a beautiful and lasting part of your home for many years.
3. Returns & Refunds Policy
Returns & Refunds Policy
At Rug&Root, we want you to be fully satisfied with your purchase. However, due to the unique, handmade nature of our rugs, we have a specific returns policy to ensure that both parties are protected.
Returns: If you are not completely satisfied with your purchase, you may return the rug within 14 days of receipt for a refund. The rug must be in its original condition, unused, and in the original packaging. We do not accept returns for custom orders or items that have been used or damaged after delivery.
Return Shipping Costs: The customer is responsible for the return shipping costs. Please contact us at contact@rugandroot.com to initiate a return and receive the return address. The return address will be provided for our warehouse in Italy.
Refunds: Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within 7 business days.
Non-Refundable Items: Custom orders, clearance items, and any items that have been used or altered after purchase are non-refundable.
We reserve the right to refuse returns if the item does not meet the conditions stated above.
