Refund & Return Policy

Last updated: January 1, 2026

1. Our Commitment

We offer a 30-day return window from the date of delivery. As long as your item meets the conditions below, you are entitled to a full refund, exchange, or store credit.

2. Return Eligibility

To be eligible for a return, your item must be:

• Returned within 30 days of the confirmed delivery date
• In its original, unused condition — unwashed, undamaged, unaltered, and free of odors
• Accompanied by proof of purchase (order number, confirmation email, or receipt)

Quick Reference Table

Situation	Return?	Who Pays Shipping?	Resolution
Item arrived damaged or defective	Yes	Zenrug pays	Full refund or free replacement
Wrong item shipped	Yes	Zenrug pays	Full refund or correct item sent
Item significantly different from listing	Yes	Zenrug pays	Full refund or exchange
Change of mind (unused, within 30 days)	Yes	Buyer pays return shipping	Full refund of item price
Natural color / texture variation (handmade)	No	—	Not a defect — inherent to handmade goods
Size variation within ±5% of listed dimensions	No	—	Normal variation — disclosed at purchase
Item used, washed, or altered	No	—	Not eligible for return
Custom / made-to-order rug	No	—	Non-refundable unless defective or wrong item
Return requested after 30 days	Case-by-case	Buyer pays	Contact us — we will do our best to help

3. Damaged or Defective Items

If your item arrives damaged, defective, or significantly different from what was shown in the product listing, we will resolve it at no cost to you. This includes free return shipping and your choice of:

• A full refund to your original payment method
• A free replacement of the same or similar item (subject to availability)
• Store credit for the full purchase amount, valid indefinitely

To report a damaged or defective item, please email us within 7 days of delivery with photos of the item and packaging. We will prioritize your case and respond within 1 business day.

4. How to Start a Return

Starting a return is simple. Follow these steps:

1. Contact us by email
   Send an email to zaaraoui@zenrug.shop with your order number, the item(s) you wish to return, and the reason for the return. If the item is damaged or defective, include clear photos.
2. Wait for our response
   We will respond within 2 business days with return authorization and shipping instructions. Do not send items back without authorization — we cannot guarantee processing for unauthorized returns.
3. Pack the item securely
   Use the original packaging if available, or a sturdy box with appropriate padding. The item must arrive in the same condition it was in when you contacted us.
4. Ship the item
   Send to the address provided in our return instructions. For change-of-mind returns, the buyer is responsible for return shipping costs. We strongly recommend a trackable shipping method — we cannot issue refunds for items lost in return transit.
5. Receive your refund
   Once we receive and inspect the returned item (within 1–2 business days), your refund will be processed within 5–10 business days to the original payment method.

5. Refund Processing

Refunds are issued to the original payment method used at checkout.

Processing Timelines

• PayPal: 3–5 business days after refund is issued
• Credit / Debit Card (Stripe): 5–10 business days depending on your bank
• Store Credit: Issued immediately upon return approval

You will receive an email confirmation once your refund has been issued. If you do not see the refund after 10 business days, please first check with your bank or payment provider, then contact us.

6. Exchanges

We are happy to exchange an item for a different size, color, or style, subject to availability. To request an exchange:

• Contact us at zaaraoui@zenrug.shop within 30 days of delivery
• Specify the item you want to exchange and what you would like instead
• Exchange items must meet the same conditions as returns (unused, unwashed, undamaged)

If the replacement item has a higher price, you will be charged the difference. If it is lower, we will refund the difference to your original payment method.

Shipping costs for exchanges: we cover outbound shipping on the replacement item. Return shipping for the original item is the buyer's responsibility unless the original item was defective.

7. Non-Returnable Items

The following items are not eligible for return or refund, except in the case of a manufacturing defect or significant error on our part:

• Custom / made-to-order rugs — items produced to your specific size, color, or design specifications. A 50% non-refundable deposit is collected at the start of production.
• Items that have been used, washed, altered, or repaired
• Items returned without prior authorization from Zenrug LLC
• Items returned more than 30 days after delivery (unless otherwise agreed in writing)
• Final sale items clearly marked as non-returnable at the time of purchase

8. International Returns

We currently ship to the United States and select international destinations. For international customers:

• The same 30-day return window applies from the date of confirmed delivery
• International return shipping costs are the buyer's responsibility, except in cases of damage, defect, or wrong item
• Any customs duties, taxes, or import fees on the returned package are the buyer's responsibility
• We strongly recommend using a trackable, insured shipping service for international returns — we cannot process refunds for items lost in return transit
• Refunds are issued in USD. Your bank may apply currency conversion fees — Zenrug LLC is not responsible for these charges

9. Contact Us

We are a small, family-run business and we take every customer concern seriously. If you have a question about a return, refund, or your order, please reach out — we will respond within 24–48 hours.