How to File a Complaint
We strive for excellence in every aspect of our business. If you are not satisfied with any aspect of your purchase or experience, please let us know so we can make it right.
Step 1: Contact Us
Please contact us as soon as possible with details of your complaint. You can reach us through:
- Email: Info@Raqm5.com
- Phone: +31 (0) 85 06 020 96 (Monday - Friday: 09:00 - 18:30)
- Contact Form: Visit our contact page
Step 2: Provide Information
To help us resolve your complaint quickly, please provide:
- Your order number and date of purchase
- A clear description of the issue or concern
- Photos or videos if the complaint relates to product quality or damage
- Your contact information (name, email, phone number)
- Your preferred resolution or outcome
Step 3: Our Response
We will acknowledge receipt of your complaint within 2 business days and provide you with a reference number. We aim to investigate and resolve all complaints within 10 business days. For complex issues, we will keep you informed of our progress and provide an estimated resolution timeframe.
Step 4: Resolution
Depending on the nature of your complaint, we may offer:
- A full or partial refund
- A replacement product
- Store credit for future purchases
- Repair or restoration services (if applicable)
- Other compensation as appropriate
Common Complaint Categories
Product Quality Issues:
- Manufacturing defects
- Color discrepancies
- Size variations beyond acceptable range
Delivery Issues:
- Delayed shipment
- Damaged during transit
- Incorrect item received
Customer Service:
- Communication issues
- Billing or payment concerns
- Return or refund delays
Website & Orders:
- Technical difficulties
- Incorrect product information
- Order processing errors
Our Warranty Commitment
All our authentic handmade Moroccan rugs are covered by our comprehensive warranty policy. We guarantee the quality and craftsmanship of every rug we sell.
Warranty Coverage
Our warranty covers:
- Manufacturing Defects: Defects in materials or workmanship that existed at the time of purchase
- Structural Issues: Problems with the weave, knotting, or construction that affect the rug's integrity
- Color Fastness: Excessive color bleeding or fading under normal use (excluding natural aging)
- Authenticity Guarantee: We guarantee all rugs are authentic handmade Moroccan rugs as described
Warranty Period
Standard Rugs
12 months from the date of delivery for manufacturing defects and structural issues
Custom-Made Rugs
18 months from the date of delivery for manufacturing defects and structural issues
Authenticity Guarantee
Lifetime guarantee that your rug is an authentic handmade Moroccan rug
What's NOT Covered
Our warranty does not cover:
- Normal wear and tear from regular use
- Damage from improper cleaning, maintenance, or care
- Damage from accidents, misuse, abuse, or negligence
- Damage from pets, stains, spills, or burns
- Natural variations in handmade products (slight size variations, pattern differences, natural wool characteristics)
- Fading or discoloration from prolonged sun exposure
- Damage from improper storage or environmental conditions
- Alterations or repairs performed by unauthorized parties
How to Make a Warranty Claim
- Contact us via email at Info@beniouarainoutlet.com or call +31 (0) 85 06 020 96
- Provide your order number and date of purchase
- Describe the issue in detail and provide clear photos showing the defect
- Our team will review your claim within 3 business days
- If approved, we will arrange for repair, replacement, or refund as appropriate
Note: You may be required to return the rug for inspection. Return shipping costs for warranty claims are covered by us if the claim is approved.
Warranty Remedies
If your warranty claim is approved, we will offer one of the following remedies at our discretion:
- Repair: Professional repair of the defect at no cost to you
- Replacement: Exchange for a comparable rug of equal or greater value
- Refund: Full refund of the purchase price
- Store Credit: Credit towards a future purchase (with additional value added)
Important Information
- • Keep your order confirmation and invoice as proof of purchase
- • Register your rug purchase with us to extend warranty benefits
- • Follow our care instructions to maintain warranty coverage
- • Warranty is non-transferable and applies only to the original purchaser
Dispute Resolution Process
If you are not satisfied with our initial response to your complaint, we have a formal escalation process to ensure fair resolution.
Internal Escalation
If you are not satisfied with the resolution offered by our customer service team:
- Request to escalate your complaint to our Customer Service Manager
- Your case will be reviewed by senior management within 5 business days
- You will receive a formal written response with our final decision
External Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may seek external dispute resolution:
WebwinkelKeur Disputes Committee
As a certified WebwinkelKeur member, disputes can be submitted to the WebwinkelKeur Disputes Committee for mediation.
Website: www.webwinkelkeur.nl
European Online Dispute Resolution (ODR) Platform
EU consumers can use the European Commission's ODR platform to resolve disputes online.
Website: ec.europa.eu/consumers/odr
Consumer Protection Organizations
You may also contact consumer protection organizations in your country for assistance with unresolved disputes.
Legal Action
As a last resort, you have the right to pursue legal action. Any disputes will be governed by Dutch law and the courts of the Netherlands will have exclusive jurisdiction, unless mandatory consumer protection laws in your country provide otherwise.
Our Commitment to Fair Resolution
We are committed to treating all complaints seriously and with respect, investigating thoroughly and finding fair solutions.
Time Limits for Complaints
To ensure we can properly investigate your complaint, please notify us:
- • Delivery issues: Within 48 hours of delivery
- • Product defects: Within 14 days of discovery
- • Warranty claims: Within the warranty period
- • Other complaints: Within a reasonable time after the issue occurred
