Refund policy

Every ZenRug is hand-knotted to order in the size you choose. Please read this policy before you order.

Cancellations

You can cancel your order within 24 hours of placing it for a full refund. After 24 hours, weaving has started and the order can no longer be cancelled.

Returns

Because every rug is made to order, we don't accept returns for a change of mind, a change of style, or a size that no longer fits your space. This also applies to custom sizes, so please double-check your measurements before you order. For custom sizes, we confirm the final size with you by email before weaving starts.

Damaged, wrong or not as described

If your rug arrives damaged, is the wrong rug or the wrong size, or is not as described, we will replace it or give you a full refund, your choice.

Email us at zaaraoui@zenrug.shop as soon as possible after delivery with your order number and photos of the rug and its packaging.

Natural variations

Every rug is knotted by hand, so small variations in color, pattern and size are a natural part of a hand-knotted rug and are not considered defects. Before your rug ships, we email you photos of it so you can see it first.

Refunds

Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it can take a few business days for the refund to appear.

Contact

Questions about this policy? Email zaaraoui@zenrug.shop or message us on WhatsApp.