Terms of service

1. Right of Withdrawal

A. Customers in Morocco

In accordance with Moroccan Law 31-08, customers located in Morocco have a legal period of 7 calendar days from the date of receipt of the order to exercise their right of withdrawal.

Exceptions

Custom-made rugs, produced according to the customer’s specific requirements (including non-standard dimensions or bespoke customisation such as colours or patterns), cannot be returned or refunded, except in the event of a manufacturing defect.
Pre-orders / made-to-order rugs (standard designs and standard sizes) remain eligible for the right of withdrawal provided that weaving has not yet started, as detailed in the Terms & Conditions of Sale and the Purchase Options & Cancellation Policy.

B. Customers outside Morocco (European Union, United States, and other countries)

For customers located outside Morocco:

European Union: customers benefit from a 14-day right of withdrawal, in accordance with EU Directive 2011/83/EU.
United States & Rest of the World: returns are accepted under the same conditions described below, as a commercial policy of LAYERS of Morocco.

Exceptions (all countries)

Custom-made rugs (non-standard sizes or bespoke customisation) are excluded from the right of withdrawal, except in the case of a manufacturing defect.
Pre-orders / made-to-order rugs (standard designs and standard sizes) may be withdrawn only if weaving has not yet started.

2. Return Procedure

To request a return, customers must:

Send an email to hello@layersofmorocco.com, including the order number.
Clearly state the reason for the return and attach photos if required.
Wait for written confirmation and return instructions from LAYERS of Morocco.
Return the rug in its original packaging, unused, and in perfect condition.

Returns sent without prior approval may be refused.

3. Return Costs

Return shipping costs are borne by the customer,
except in cases of defective or non-compliant products.

In such cases, LAYERS of Morocco will cover the return shipping costs or propose a free exchange, depending on the situation.

4. Return Address

Approved returns must be sent to the following address:

LAYERS of Morocco – Ibtissam SBAOUI
Villa 100, Lotissement Karli
Dar Bouazza – Grand Casablanca
PO Box: 20227

5. Refunds & Exchanges

Once the returned product has been received and inspected, the refund will be issued within 7 to 10 business days, using the original payment method.
In the case of an exchange, the replacement rug will be shipped after validation, taking into account:
- a weaving period of 4 to 5 weeks, depending on rug size,
- followed by 7 to 15 business days of delivery, depending on the destination.