Terms & Conditions

General Terms:

By submitting payment for a custom rug, you confirm that you have carefully reviewed all specifications, finishes, and relevant product details. We require payment in full at the time of order placement. In-stock purchases ship within 2 weeks unless otherwise noted. Please be advised that pricing is valid for 60 days and may be subject to change.

Please note that any modifications to our products will void the warranty and certifications.

Lead Times:

Our quoted lead times are estimates only. We strive to consider all factors when providing these timelines, but cannot account for every possible outcome. Estimated lead times begin with the receipt of payment and finalization of order details. Shipping time is not included in estimated lead times.

Handmade Items:

Each Beni rug is woven entirely by hand and then washed and dried in the mountain air. Since your rug is made from 100% natural wool, variations in pattern, shape, color, and size are to be expected and are not considered defects. These variations are inherent in the production process. We strive to maintain consistent quality while honoring the artistry of handmade craftsmanship. Natural wool has unique characteristics and may differ from what is represented on our website, in our physical samples, or in our photography.

Variability Notice:

Final sizing can also vary up to 5% due to the handmade nature of the product. Each product is unique, and we do not accept returns due to natural variation in material and color. All our products have handmade elements and may exhibit variability within the same piece.

Shipping & Delivery:

Please inspect all shipments upon receipt. If products are damaged during shipping they must be documented and reported within 48 hours of confirmed delivery. Failure to do so within this time period constitutes acceptance of the goods as-is. We will not be held liable for damages reported after 48 hours or once the goods have left the original delivery address. If damage has occurred to the packaging during shipment, please contact Beni rugs with a description of the damage and photos before opening the package. Beni Rugs is not responsible for lost or stolen packages. Ensure that all goods can be delivered to their destination, including fitting through elevators, doors, and hallways. 

We are happy to arrange a white glove delivery on your behalf with one of our preferred shipping partners. For white glove delivery quotes, ground floor delivery is standard; additional charges will apply for deliveries involving steps. White glove delivery quotes cover installation into an empty room unless otherwise specified and accounted for in the quoting. We do not assume responsibility for any indirect damages, including loss of time, profit, or operating loss; this includes dismounting, re-installation, receiving fees, storage fees, and additional expenses for repairs or replacements.

Cancellation:

To cancel your order and receive a refund, please contact us within 24 hours of placing your order.

Volume Discount:

Discounts are subject to change and are based on order volume/value.

Warranty:

Our handmade wool rugs are crafted with care and attention to detail. Due to the unique nature of each rug, all sales are final and we do not accept returns or exchanges. Our rugs are guaranteed for 12 months against manufacturing defects. The warranty does not cover damage caused by accidents or misuse after delivery, including but not limited to: improper installation; typical wear and tear (e.g., fading, shedding, stains); damage from sharp objects; atypical use; naturally occurring material variations; changes in finishes from light or aging; changes in texture/color of the wool; improper care or cleaning solutions; or exposure to weather or improper environmental conditions. This warranty applies to household residential use only and does not cover commercial or non-residential use.

Storage Fees:

If you require us to hold any of your items after the order is ready to ship, we will hold your shipment for 10 days before a storage fee of $10.00 per item per day will apply. This fee must be paid before your rug is released for delivery. Orders not authorized for release within 30 days will be sent to our storage facility in New York and additional storage and delivery charges will apply.

Forms of Payment:

We accept payment by Credit Card (Visa, MasterCard, Discover, American Express), wire transfer, ACH transfer and Paypal.

Return Policy:

Due to the custom, made-to-order nature of our work, all orders are final and we cannot accept returns. Please ensure all measurements, colors, and designs are correct before submitting your order.