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Return and Refund Policy

Effective Date: December 1, 2025
Last Updated: November 7, 2025

Published in advance of website launch for transparency and customer education.

Table of Contents

  1. 1. Introduction
  2. 2. Return Window
  3. 3. Eligible Returns
  4. 4. Non-Returnable Items
  5. 5. Understanding Handcrafted Quality
  6. 6. Return Process
  7. 7. Return Shipping Costs
  8. 8. Refund Processing
  9. 9. Exchanges
  10. 10. Damaged or Defective Items
  11. 11. Quality Guarantee
  12. 12. Store Credit Option
  13. 13. Contact Information

Introduction

At IZRIN, we stand behind the quality and authenticity of every handcrafted piece we offer. Our confidence in our artisan partners means we want you to love your purchase. This Return and Refund Policy balances customer satisfaction with the unique nature of handcrafted goods—each piece is individually made and carries the authentic variations that make it special.

Current Business Phase: IZRIN is in pre-launch curating phase, building our collection of authentic handcrafted pieces. Our current catalog features a curated selection of 15 rugs and 8 textiles, with new artisan partnerships continuously expanding our offerings.

Our Return Philosophy:

  • Quality First: We guarantee structural integrity and craftsmanship quality
  • Education Over Rejection: We believe in helping customers understand handcrafted authenticity
  • Fair Process: Clear guidelines that respect both customers and artisans
  • Responsive Support: Our team is ready to help at support@izrin.com

Return Window

30-Day Return Period

You have 30 calendar days from the delivery date to initiate a return for eligible items.

How to Calculate:

  • Day 1: Date package delivered (per tracking confirmation)
  • Day 30: Last day to initiate return request
  • Weekends and holidays count toward the 30 days

Extended Holiday Return Period

Special Holiday Policy:
Orders placed during our holiday shopping season may qualify for extended returns:

  • Typical Period: Orders placed November 15 - December 25
  • Extended Window: Returns accepted through January 31

Eligible Returns

To qualify for return and full refund, items must meet ALL of the following conditions:

Condition Requirements

Unused and Unwashed:

  • Product has not been used, walked on, or placed in service
  • No signs of wear, staining, or soiling
  • Original condition exactly as received

Original Packaging:

  • Original box or tube intact and undamaged
  • All protective wrapping and materials included
  • Packing materials sufficient for safe return shipment

Tags and Documentation:

  • All product tags attached and intact
  • Care instruction cards included
  • Certificate of authenticity included (if provided)
  • Original invoice or packing slip

return-refund-policy.eligible_returns.inspection.title

Acceptable Inspection:

  • Unpacking and examining the product
  • Laying out rug to view pattern and colors
  • Taking photos for comparison
  • Measuring dimensions
  • Comparing with room décor or samples

Unacceptable Use:

  • Placing rug on floor and walking on it repeatedly
  • Allowing pets on the product
  • Leaving product unpacked for extended periods
  • Using product in any functional capacity

Non-Returnable Items

The following items are NOT eligible for return except in cases of defect or IZRIN error:

Custom Orders

Definition: Any product made to customer-specific specifications beyond standard offerings:

  • Size modifications (custom dimensions)
  • Color requests different from standard options
  • Design alterations or personalization
  • Special material requests
  • Rush production orders

Exception: If the custom item does NOT match the agreed-upon specifications or contains defects, it is eligible for return or remake.

Final Sale Items

Items marked "Final Sale" at the time of purchase are non-returnable. Common final sale items:

  • Discontinued products (clearance)
  • Seasonal closeouts
  • Sample sale items
  • Display models

Understanding Handcrafted Quality

CRITICAL SECTION - Please Read Carefully

return-refund-policy.understanding_handcrafted_quality.description

These Variations Are NORMAL and NOT Returnable:

Pattern Variations:

  • Slight asymmetry: Patterns may not be perfectly symmetrical
  • Motif irregularities: Traditional symbols may vary slightly in size, spacing, or alignment
  • Border inconsistencies: Borders may vary in width by 1-3cm
  • Field placement: Central medallions may be slightly off-center

Color Variations:

  • Abrash (dye striations): Horizontal color bands—a PRIZED characteristic of authentic hand-dyed textiles
  • Color shading: Gradual color shifts across the rug
  • Dye variations: Colors may be slightly richer or lighter in different areas
  • Color differences from photos: Natural dyes photograph differently

Texture Variations:

  • Pile height differences: Hand-knotting produces variations (typically 1-5mm)
  • Density variations: Knot density may vary slightly
  • Wool texture: Some areas may feel slightly different
  • Surface irregularities: Minor lumps, slubs from hand-spinning

Wool Characteristics:

  • Initial shedding: New rugs shed loose fibers for 2-6 months—this is NORMAL
  • Lanolin scent: Natural wool has a mild, earthy odor that dissipates
  • Fiber slubs: Natural wool contains irregularities that add character

Returns Based on Variations NOT Accepted

We Will NOT Accept Returns For:

  • Abrash or natural dye variations
  • Slight pattern asymmetry within normal tolerances
  • Dimensional variations within ±5% of stated size
  • Initial wool shedding (normal for 2-6 months)
  • Lanolin scent (dissipates naturally)
  • Color differences from product photos
  • Texture variations across the rug surface

Return Process

Step-by-Step Return Instructions

1. Contact Us First (Required)

Before sending anything back, email support@izrin.com with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Photos of the item (if claiming defect)

Response Time: Within 24 hours (business days)

2. Receive Return Authorization (RMA)

We'll send you:

  • RMA Number: Required for processing (write on box exterior)
  • Return Address: Where to ship the item
  • Return Instructions: Packaging guidelines
  • Return Label: Provided if defect or IZRIN error

3. Prepare Package

  • Use original packaging if possible
  • If original packaging unavailable, use sturdy box or tube
  • Wrap item in protective material
  • Write RMA number on exterior of box
  • Include printed copy of RMA email inside box

4. Ship the Return

  • Use tracked, insured shipping
  • Keep tracking number and shipping receipt
  • Notify us when shipped (email tracking to support@izrin.com)

5. Wait for Inspection

Processing Timeline:

  • Inspection: 2-3 business days after receipt
  • Email Notification: Inspection results and refund details
  • Refund Processing: 5-10 business days after approval

Return Shipping Costs

Who Pays for Return Shipping?

Customer Pays When:

  • Standard return (changed mind, doesn't fit space)
  • Return based on valid handcrafted variations (not defects)
  • Ordered wrong size or color (customer error)

IZRIN Pays When:

  • Product defect or quality issue
  • Wrong item shipped (IZRIN error)
  • Damaged item received
  • Missing items or incomplete order

Return Shipping Estimates

Morocco Domestic (Current Operations):

  • Small items: 30-50 MAD
  • Medium rugs: 60-120 MAD
  • Large rugs: 130-250 MAD

Refund Processing

Refund Timeline

Typically 7-14 business days from when we receive your return to when funds appear in your account.

Refund Amount

Full Refund Includes:

  • Product purchase price
  • Original shipping costs (if return is due to IZRIN error or defect)
  • Taxes paid (if applicable)

15% Restocking Fee applied to customer-initiated returns for:

  • Change of mind
  • Doesn't match décor (subjective reasons)
  • Ordered wrong size (customer error)

Restocking Fee NOT Applied:

  • IZRIN error or defect
  • Damaged items
  • Wrong item shipped

Example Calculations:

Customer Return (Change of Mind):

  • Product Price: 4,000 MAD
  • Original Shipping: 100 MAD
  • Restocking Fee (15%): -600 MAD
  • Refund: 3,400 MAD

IZRIN Error/Defect:

  • Product Price: 4,000 MAD
  • Original Shipping: 100 MAD
  • Refund: 4,100 MAD (full refund)

Exchanges

We Offer Exchanges For:

  • Size Exchanges: Same product, different size (subject to availability)
  • Color Exchanges: Same product, different colorway
  • Product Exchanges: Different product of equal or greater value

Limitations:

  • Custom orders cannot be exchanged
  • Exchanges subject to production timelines for made-to-order items
  • Limited to one exchange per order

Damaged or Defective Items

Immediate Reporting Required

Report Within 48 Hours of Delivery by contacting support@izrin.com if item arrives damaged or defective.

What Qualifies as Damage or Defect?

Damage (Transit/Packaging):

  • Torn, ripped, or cut material
  • Crushed or broken fibers
  • Moisture damage
  • Structural damage from rough handling

Defect (Quality/Workmanship):

  • Seams coming apart or unraveling beyond normal new-rug shedding
  • Significant dye bleeding
  • Material defects (wool disintegration, foundation tears)
  • Severe structural flaws

NOT Damage or Defect:

  • Natural handcrafted variations
  • Initial wool shedding (normal for 2-6 months)
  • Minor abrash or color variations
  • Slight dimensional variations (±5%)

Quality Guarantee

What We Guarantee

IZRIN Guarantees:

  • Authentic Craftsmanship: Products made using traditional artisan techniques
  • Quality Materials: Materials consistent with product descriptions
  • Structural Integrity: Products free from significant structural defects

Guarantee Period: 90 days from delivery date

What Is NOT Covered

  • Natural Variations: All handcrafted characteristics
  • Normal Wear and Tear: Wear from regular use
  • Misuse or Neglect: Damage from improper care
  • Pet Damage: Chewing, scratching, urine staining
  • Improper Cleaning: Damage from incorrect cleaning methods

Store Credit Option

Benefits of Store Credit

Instead of refund to original payment method, you may opt for store credit:

  • 5% Bonus: Store credit includes 5% additional value
  • No Restocking Fee: 15% restocking fee waived
  • No Expiration: Store credit never expires
  • Transferable: Can be gifted to others

Example:

  • Original Purchase: 4,000 MAD
  • Standard Refund (with restocking fee): 3,400 MAD
  • Store Credit Option: 4,200 MAD (no restocking fee + 5% bonus)

Contact Information

We're Here to Help Make It Right

support@izrin.com
Within 24 hours (business days)

support@izrin.com
www.izrin.com/returns

Mailing Address:
IZRIN LLC
Attn: Returns Department
1621 Central Ave
Cheyenne, WY 82001
United States

This Return and Refund Policy reflects IZRIN's commitment to customer satisfaction balanced with respect for artisan craftsmanship. We handle every return with care and fairness, ensuring both customers and makers are honored in the process.

Last Updated: November 7, 2025
Effective Date: December 1, 2025
Version: 1.0