Returns and Refunds

RETURNS, REFUNDS, AND DISPUTES

Tapiroma — CUIROMA GROUP

Message from the Director

Dear customer,

Thank you for the trust you place in Tapiroma.

Our company specializes in the artisanal manufacture of high-end Moroccan rugs, handmade by skilled Berber artisans. Each rug is the result of traditional craftsmanship, passed down and perfected through generations.

Our mission is to offer authentic, durable, and unique rugs, custom-made, while providing a reliable and transparent international shopping experience.

Customer satisfaction is a key priority for our company.

Quality Commitment

Each Tapiroma rug is handmade, custom-sized and made to order, according to the exact dimensions chosen by the customer during their order.

The creation of a rug is not the work of a single person: several artisans work consecutively, over several days, at different stages, including:

  • selection of wool and raw materials;
  • traditional rug weaving;
  • manual knotting and finishing;
  • quality control;
  • preparation and international shipping.

Depending on the size and complexity of the model, making a rug typically requires between 21 days and 1 month of continuous artisanal work.

That is why it is essential for the customer to accurately measure the space where the rug will be placed (living room, lounge, hallway, bedroom...) before confirming their order. Since the rug is custom-made specifically for this dimension, any measurement error by the customer cannot be corrected once production has started.

Rugs are not standardized industrial items but unique artisanal creations. Slight variations in color, texture, or finish may exist and are part of the authentic character of the product.

Product Replacement

Subject to analysis and approval by our customer service, a replacement may be offered in the following cases:

  • package lost during transport;
  • package not delivered or confirmed lost by the carrier;
  • package permanently blocked;
  • damaged rug received;
  • rug not conforming to the order;
  • size, color, or model error attributable to our processing;
  • missing item in the order.

In these cases, the customer is invited to contact our customer service to open a file review.

After validation, an appropriate solution may be proposed (replacement, reshipment, or other commercial solution).

Cancellation and Refund

As rugs are made to order, production may begin quickly after order confirmation.

The customer may request a cancellation with refund within 24 hours after order confirmation, provided that production has not started.

After this period, if production has already been started by our artisans, cancellation may no longer be possible or may be subject to fees or specific conditions.

Thus, if the customer simply changes their mind after the 24-hour period, no refund will be granted once the rug’s production has begun. The same applies once the rug is nearly finished, or once the package has already been shipped: in these cases, no cancellation or refund for simple change of mind will be possible.

This rule is explained by the fact that each rug is not a stocked product: it is a real team of artisans who mobilize, day after day, to fully handcraft it, custom-made, especially for the customer who ordered it. Once this work has started, it cannot be interrupted or canceled without consequences for the artisans involved.

Applicable provisions may vary depending on the country of delivery and the local regulations in force.

Refund Timeframes (if applicable)

Processing times depend on the payment providers:

  • Credit card: generally 3 to 10 business days;
  • PayPal: generally 1 to 5 business days;
  • Other payment methods: according to the provider's timeframe.

A confirmation email is sent once the refund is approved.

Commercial Solutions

Depending on the situations and after case analysis, Tapiroma may offer various solutions:

  • product replacement;
  • reshipment;
  • custom production of a new rug;
  • order modification (if production has not started);
  • credit or voucher;
  • exceptional commercial gesture.

Any compensation or commercial gesture is considered on a case-by-case basis, without automatic commitment.

Dispute Resolution

In case of issues, we encourage our customers to first contact our customer service to find an amicable solution.

Our goal is to resolve any situation quickly, fairly, and satisfactorily for both parties.

Filing a dispute with a payment provider should only be considered as a last resort, after attempting direct resolution with our customer service.

Manufacturing and Shipping Times

Once a replacement or new production is approved:

  • manufacturing: generally 21 days to 1 month depending on the size and model of the rug;
  • international shipping: 2 to 7 business days depending on the country.

A tracking number is provided once the shipment is made.

Authenticity Guarantee

All Tapiroma rugs are:

  • handmade;
  • woven using traditional Berber artisanal techniques;
  • from the Moroccan craftsmanship of Fès;
  • custom-made according to the size chosen by the customer;
  • inspected before shipping.

Natural variations in color, texture, or finish are normal and attest to the artisanal nature of the product.

Customer Service Contact

For any requests:

WhatsApp: +212 643 401 853
Email: contact@tapiroma.com

Our team strives to respond as quickly as possible.

Final Provisions

Tapiroma is committed to handling each situation with seriousness, transparency, and fairness.

These terms apply in compliance with the laws of the country of delivery and the international regulations in force regarding e-commerce.