Handcrafted in Morocco. Made for the world.

Policies

Returns & Refunds

Because every rug is made to order, we do not accept change-of-mind returns. If something is wrong with your rug, we will make it right.

No change-of-mind returns

Every ZenRug is made to order, to the size you choose. For that reason we cannot accept returns if you simply change your mind.

To help you choose with confidence, see our Size Guide and we send you photos of your finished rug before it ships.

Every rug is handmade, so each one is unique

Every ZenRug is hand-knotted. No two are exactly alike, so expect small natural differences from the photos:

  • Size: may vary by ±5% on width and length. For example, a 200 × 300 cm rug may measure 190–210 × 285–315 cm.
  • Colors: may vary slightly from the photos because of natural wool, hand-dyeing and screen settings.
  • Pattern: each rug is woven by hand, so the pattern will not be identical to the photo. It follows the same design and style.

Natural handmade variations within these tolerances are not grounds to refuse a rug. A rug is only “significantly different” from your order if it falls outside them, for example a size beyond ±5%, or colors clearly different from what was agreed.

If your rug arrives damaged, wrong or significantly different

If your rug arrives damaged, is not the rug you ordered, or is significantly different from your order, you choose: a replacement or a full refund.

“Significantly different” means outside the handmade tolerances described above.

How to report a problem

You must report the problem within 7 days of delivery, with photos.

Do I have to send the rug back?

Not by default. Clear photos are enough. If we ask for the rug back, we pay the return shipping.

When you get your refund

We process refunds within 5 business days after we approve your claim. Your bank may take a further 5–10 business days to show it.

Cancelling an order

Cancellations are covered separately. See our Cancellation Policy.