Refund & Return Policy

Last updated January 1, 2026

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.

Return Eligibility

To be eligible, 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

Damaged or Defective Items

If your item arrives damaged, defective, or significantly different from what was shown in the 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, email us within 7 days of delivery with photos of the item and packaging. We prioritize these cases and respond within 1 business day.

How to Start a Return

1. Contact us by email
   Send your order number, the item(s) you wish to return, and the reason for return to zaaraoui@zenrug.shop. Include photos if the item is damaged or defective.
2. Wait for our response
   We respond within 2 business days with return authorization and shipping instructions. Please don't send items back without authorization.
3. Pack the item securely
   Use original packaging if available, or a sturdy box with appropriate padding.
4. Ship the item
   Send to the address in our return instructions. We recommend a trackable shipping method — we cannot refund items lost in return transit.
5. Receive your refund
   Once we receive and inspect the item, your refund is processed within 5–10 business days to the original payment method.

Refund Processing

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

• 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'll receive an email once your refund has been issued. If you don't see it after 10 business days, please check with your bank first, then contact us.

Exchanges

We're happy to exchange an item for a different size, color, or style, subject to availability.

• Contact us within 30 days of delivery specifying the item and what you'd like instead
• Exchange items must meet the same conditions as returns (unused, unwashed, undamaged)

If the replacement item has a higher price, you'll be charged the difference; if lower, we refund the difference. We cover outbound shipping on the replacement; return shipping for the original is the buyer's responsibility unless it was defective.

Non-Returnable Items

The following 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 — a 50% non-refundable deposit is collected at the start of production
• Items used, washed, altered, or repaired
• Items returned without prior authorization
• Items returned more than 30 days after delivery, unless otherwise agreed in writing
• Final sale items clearly marked as non-returnable at purchase

International Returns

• The same 30-day return window applies from confirmed delivery
• International return shipping is the buyer's responsibility, except for damage, defect, or wrong item
• Any customs duties, taxes, or import fees on the returned package are the buyer's responsibility
• We recommend a trackable, insured shipping service — we cannot refund items lost in return transit
• Refunds are issued in USD; your bank may apply conversion fees, which ZenRug is not responsible for

Contact Us

We're a small, family-run business and take every customer concern seriously. Reach out with any question — we respond within 24–48 hours.