Returns Policy
Return Period
Our return policy extends to 30 days from the date of delivery. After this period has elapsed, we regret that we cannot offer returns or exchanges.
Eligible Returns
We accept returns on products that:
- Were shipped by CloudTrize
- Are in their original condition
- Show manufacturing defects or quality issues
- Were incorrectly shipped items
All returns must be accompanied by the original proof of purchase.
Non-Returnable Items
The following items cannot be returned:
- Custom-made or personalized rugs
- Items that have been used, installed, or modified
- Products with removed tags or packaging
- Items showing signs of wear, soiling, or damage caused by improper use
Refund Process
Once we receive your return:
- Our team will inspect the item within 2-3 business days
- You will receive an email confirming receipt and inspection results
- Upon approval, your refund will be processed to your original payment method
- Refunds typically appear in your account within 5-10 business days
Please note:
- Original shipping costs are non-refundable
- Return shipping costs are the customer's responsibility
- A 15% restocking fee may apply to non-defective returns
Special Circumstances
For custom orders:
- Cancellations are only accepted within 24 hours of order placement
- Design modifications may incur additional fees
- Please contact us at ask@marrakechsensations.com for custom order changes
Return Shipping Guidelines
When returning items:
- Package the rug securely to prevent damage during transit
- Include your order number and return reason
- Ship to our return address: 359 Home St, Winnipeg, MB R3G 1X5, Canada
- We recommend using a tracked shipping service
Important: The return address may differ from the original shipping address. Please contact us for specific return instructions.
Damaged or Defective Items
If you receive a damaged or defective item:
- Document the damage with photos
- Contact us within 48 hours of delivery
- Email details to ask@marrakechsensations.com
- Include your order number and photos
We will cover return shipping costs for damaged or defective items.
Contact Information
For any questions about returns or refunds:
- Email: ask@marrakechsensations.com
- Phone: +1 204 555 9182
- Address: 359 Home St, Winnipeg, MB R3G 1X5, Canada
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM CST.