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Terms of service

Last updated: October 16, 2026

1. Who we are

Vorug is a brand of Vorug Holdings LLC, a limited liability company registered in Wyoming, USA ("Vorug", "we", "us", "our"). Our business address is 30 N Gould St, Ste 100, Sheridan, WY 82801, United States. You can reach us at support@vorug.com or +1 (720) 803-0932.

2. About these terms

These terms apply when you use our website or buy from us. By placing an order, you agree to these terms and to the policies they link to:

Where one of those policies covers a topic in more detail, that policy applies.

3. Who can order

You must be at least 18 years old, or the age of majority where you live, to place an order. You agree that the information you give us — including your name, delivery address and payment details — is accurate, and that you are authorized to use the payment method you provide.

4. Our rugs

Handmade in Morocco. Our rugs are made by hand by artisans in Morocco and shipped from our studio there.

Made-to-order rugs are woven for you after you order. Production time depends on size and design, and is shown on each product page and confirmed in your order email. After weaving is complete, processing takes 2–4 business days before dispatch.

Ready-to-ship rugs are already finished when you order and are processed for dispatch within 2–4 business days. A rug is ready to ship only when its product page says so. For ready-to-ship rugs, the photos show the exact rug you will receive. For made-to-order rugs, the photos show the design; your rug will be its own version of it.

Handmade variation. Each rug is unique. Small differences in color, pattern, pile and shape, subtle tonal shifts in the wool (abrash), and light shedding when the rug is new are natural features of handmade rugs, not defects. Sizes may differ by up to 5% from the listed dimensions.

Color on screen. Screens display color differently, so your rug may look slightly different in your room than on your screen. If you'd like help choosing, email us before you order.

5. Custom orders

We make rugs in custom sizes and custom designs.

  • Custom size: before production, you confirm the final dimensions with us in writing (by email).
  • Custom design: before production, you approve a design mockup with us in writing.

Production starts only after your written approval. From that point, the rug is made specifically for you and is final sale — it can't be cancelled, returned or exchanged. This doesn't affect your rights if a custom rug arrives damaged, has a defect, or doesn't match what you approved (within the handmade variation described above); those cases are covered by our Return & Refund Policy.

6. Orders and acceptance

Your order is accepted when we send you an order confirmation email. We may decline or cancel an order — before or after confirmation — if:

  • a rug was listed with an incorrect price or incorrect details;
  • we can't verify your payment, or we suspect fraud;
  • we can't deliver to your address;
  • a ready-to-ship rug has already sold.

If we cancel, you receive a full refund to your original payment method. If a price was listed incorrectly, we'll contact you first so you can choose to continue at the correct price or cancel for a full refund.

7. Prices and payment

Prices are shown in US dollars and include free shipping. Prices can change at any time before you order; the price that applies is the one shown at checkout when you place your order.

Payment is taken in full at checkout, using the payment methods shown there. Payments are processed securely by Shopify and its payment partners; we never see or store your full card number. Sales tax, where it applies, is shown at checkout. Delivery is duty paid (DDP): Vorug covers import duties and taxes, with no extra delivery fees or import charges when your rug arrives. See our Shipping Policy.

8. Delivery, ownership and risk

Delivery estimates are given in good faith and explained in our Shipping Policy.

Ownership of your rug, and the risk of loss or damage, pass to you when the rug is delivered to the address you gave us. Until then, loss or damage in transit is our responsibility — if it happens, we'll replace your rug or refund you in full.

9. Delays

If a made-to-order rug can't ship within the production time we gave you plus the 2–4 business-day processing period, we'll tell you and you may cancel it for a full refund.

Sometimes production or delivery is delayed by events outside our reasonable control — such as severe weather, strikes, customs holds, carrier disruptions or public-health restrictions. We'll keep you updated, and your right to cancel a late made-to-order rug still applies.

10. Returns, refunds and cancellations

You can cancel any order within 24 hours of placing it, and return eligible rugs within 60 days of delivery. Full details are in our Cancellation Policy and Return & Refund Policy.

11. Promotions and discount codes

Unless a code says otherwise, discount codes are limited to one per order, can't be exchanged for cash, and are subject to any conditions stated with them. We may withdraw a code that was issued in error or used against its conditions. If you return a rug from a discounted order, your refund is the amount you actually paid for it.

12. Reviews and content you share

If you send us a review, photo or message about your rug, you keep ownership of it. You give Vorug Holdings LLC a non-exclusive, royalty-free, worldwide license to use, reproduce and display it on our website, emails and social media, with your first name or handle. If you'd like something removed, email us and we'll take it down from our channels. Please share only content that is yours and that doesn't include anyone else's private information without their consent.

13. Using our website

When using our website, please don't:

  • use it for anything unlawful or fraudulent;
  • copy, scrape or reuse our images, text or product data;
  • interfere with the website's security or operation;
  • impersonate anyone or give false information;
  • buy rugs for commercial resale without a written agreement with us.

We may suspend access or cancel orders connected to misuse.

14. Intellectual property

All content on this website — including images, text, designs, logos and the Vorug name — belongs to Vorug Holdings LLC or its licensors. You may share links and screenshots for personal use; any other use needs our written permission.

15. Third-party services

Our store is hosted by Shopify, and our checkout and payments are provided by Shopify and its payment partners. Shopify processes your information when you visit and buy from us, including through Shopify Network Intelligence services that use information from your interactions with our store, other merchants and Shopify. Your information is shared with Shopify and other service providers, which may be in other countries, to provide these services. See our Privacy Policy, the Shopify Consumer Privacy Policy and the Shopify privacy portal. Your rug is delivered by DHL Express or FedEx. Links to other websites are provided for convenience; we're not responsible for their content or practices.

16. Text messages (SMS)

SMS marketing subscriptions are not currently enabled at checkout. Before offering SMS marketing subscriptions, we will provide the applicable terms, consent choices and unsubscribe instructions. See our Privacy Policy for how we handle your number.

17. Our commitments and disclaimers

Our commitments to you are the ones set out in these terms and the linked policies: your rug will match its listing within normal handmade variation, and rugs that arrive damaged or defective will be replaced or refunded. Beyond those commitments, and to the extent the law allows, our website and products are provided "as is", without other warranties, express or implied. Nothing in these terms limits warranties or rights that the law of your country gives you and doesn't allow us to exclude.

18. Limitation of liability

To the extent the law allows, we are not liable for indirect, incidental, special or consequential losses, and our total liability for any order is limited to the amount you paid for that order. Nothing in these terms limits liability that can't be limited by law, including liability for death or personal injury caused by negligence, or for fraud.

19. Indemnity

If you break these terms or misuse our website and a third party makes a claim against us as a result, you agree to cover the reasonable costs of that claim. This doesn't apply where consumer law in your country doesn't allow it.

20. Governing law and disputes

These terms are governed by the laws of the State of Wyoming, USA. If something goes wrong, please email support@vorug.com first — we aim to resolve every issue directly within 30 days. If we can't, disputes will be heard by the state or federal courts located in Wyoming, and either of us may use small-claims court where eligible.

21. Customers in the EU, UK and other countries

If you live in the European Union, the United Kingdom or another country with mandatory consumer laws, you keep every right those laws give you, and nothing in these terms takes them away. That includes the right to a repair, replacement or refund for faulty goods and, in the EU and UK, the right to withdraw from an online purchase within 14 days of delivery — except for rugs made to your specifications, such as custom sizes and custom designs. Our 60-day return window goes beyond that 14-day minimum. You may also bring a claim in the courts where you live.

22. Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one published on this page when you placed it. The date at the top shows the latest update.

23. General

If any part of these terms is found unenforceable, the rest still applies. These terms and the linked policies are the entire agreement between you and us about your use of our website and your orders. If we don't enforce a term straight away, we can still enforce it later.

24. Contact

Vorug Holdings LLC
30 N Gould St, Ste 100, Sheridan, WY 82801, United States
Email: support@vorug.com · Phone: +1 (720) 803-0932
Monday–Friday, 9:00 am – 6:00 pm (Mountain Time)

Vorug is a brand of Vorug Holdings LLC, registered in Wyoming, USA.