Terms & Conditions
Thank you for choosing Atlas Hands. By placing an order with us, you agree to the following terms and conditions. Please take a moment to carefully review these details before completing your purchase.
General Terms
By submitting payment for a custom rug, you confirm that you have reviewed all product specifications, finishes, and details. Full payment is required at the time of order placement. In-stock items will be shipped within 2-3 working days unless otherwise noted.
Lead Times
Our quoted lead times are estimates. While we consider all factors, there may be circumstances beyond our control. Lead times begin once full payment is received and the final order details are confirmed. Shipping time is not included in the lead time estimate.
Handmade Craftsmanship
Each Atlas Hands rug is entirely handmade by skilled artisans and then washed and dried in the mountain air of Morocco. Because every rug is crafted from natural wool, slight variations in pattern, shape, color, and size are expected and are not considered defects. These variations are an inherent part of the handmade process. Natural wool has unique characteristics and may differ from what is depicted on our website, in samples, or in photographs.
Variability Notice
Final rug sizing may vary by up to 5% due to the handmade nature of our products. As each rug is unique, we do not accept returns or exchanges based on natural variations in color, material, or size. These differences are part of the charm and individuality of each piece.
Shipping & Delivery
Please inspect all shipments immediately upon receipt. If any items are damaged during shipping, you must notify us within 48 hours of confirmed delivery. Failure to report damage within this time frame will be considered acceptance of the goods as-is. If there is visible damage to the packaging, please contact Atlas Hands with a description and photos before opening the package.
Atlas Hands is not responsible for lost or stolen packages. Ensure that all goods can be delivered to their destination, including fitting through doors, hallways, and elevators.
Order Cancellation
To cancel an order and receive a full refund, please contact us within 24 hours of placing your order. After this period, cancellation requests cannot be accepted due to the custom nature of our products.
Volume Discounts
Volume discounts are available and based on the total value and size of the order. These discounts are subject to change, so please contact us for more details.
Warranty
Our handmade wool rugs come with a 12-month warranty against manufacturing defects. This warranty covers defects in craftsmanship but does not extend to damage caused by misuse, accidents, or wear and tear (such as fading, shedding, or staining). The warranty also excludes damage caused by improper installation, cleaning, or environmental factors (e.g., exposure to moisture, sunlight, or extreme conditions).
The warranty applies only to residential use. It does not cover commercial or non-residential applications.
Storage Fees
If you request that we hold your order after it is ready to ship, we will store it for up to 10 days at no charge. After 15 days, a storage fee of $10 per item per day will apply. Orders not authorized for release within 30 days will be transferred to our storage facility, and additional storage and delivery charges will apply.
Forms of Payment
We accept payment via major credit cards (Visa, MasterCard, American Express, Discover), PayPal and wire transfer.
Return Policy
Due to the custom-made nature of our rugs, all sales are final. We do not accept returns or exchanges. Please ensure all measurements, colors, and designs are accurate before submitting your order.
Thank you for choosing Atlas Hands. We are dedicated to bringing the beauty and artistry of Morocco’s handmade craftsmanship into your home.