Shipping, Returns & Exchanges
We have a 7-day exchange & return policy, which means you have 7 days after receiving your item to request a return.
Exchanges
Our Moroccan Berber new and vintage rugs are truly authentic and might show some irregularities or signs of wear (the wear is generally associated with the vintage rugs, and as all our rugs are handmade some of them might show imperfection, but that’s the beauty of the handmade crafts). We will endeavor to provide all of the information available about the condition of the rug prior to your purchase. We want you to be delighted with your items so if you are not completely satisfied, you may exchange your purchase. For an exchange, we must receive returned goods within 7 days of our written approval of your exchange request. To be eligible for an exchange, your item must be in the same condition that you received it.
Original delivery costs are non-refundable, and return shipping must be arranged at the buyer’s own cost.
In order to exchange an item, please contact us by email: contact@thefilmfactory.ma
Returns / Refund Policy
If you are not satisfied with your purchase, you may seek a refund within seven days by emailing us. For a refund, we must receive returned goods within 7 days of our written approval of your return request. If you do not return the products within this time frame, we retain the right to refuse the refund and instead provide you a credit note.
Original delivery costs are non-refundable, and return shipping must be arranged at the buyer’s own cost.
Returns must be in the same condition as when they were shipped out. Within 48 hours of receiving the returned products, refunds will be granted, minus shipping costs.
For a return request approval, please contact us by email: contact@thefilmfactory.ma.
Right of withdrawal
From the date of delivery of your order, you have a period of 7 days to exercise your right of withdrawal and be 90% refunded. The cost of returning the goods remains at your expense. However, only goods returned in perfect condition for resale, complete, and in their original packaging (unopened) can be refunded.
Cancellation
Cancellations made within 1 day of your order date will receive a 90% refund. All other cancellations, unfortunately, would not be accepted.
To cancel your order, please contact us by email: contact@thefilmfactory.ma.