Terms of Service

Last updated January 1, 2026

Acceptance of Terms

By accessing or using the ZenRug LLC website at zenrug.shop (the "Site") or placing an order with us, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, please do not use our Site or services.

These Terms apply to all visitors, customers, and users of the Site. ZenRug LLC reserves the right to update these Terms at any time. Continued use of the Site after changes constitutes acceptance of the updated Terms.

Products & Pricing

ZenRug LLC sells authentic handcrafted Moroccan rugs, pillows, and hanbals sourced directly from artisan cooperatives in the Atlas Mountains of Morocco.

Handmade nature of products

All products are entirely handmade and one-of-a-kind. Natural variations in color, texture, size (±5%), and pattern are inherent characteristics of authentic handmade goods, not defects. Product photos accurately represent the items but cannot capture every nuance of handmade craftsmanship.

Pricing

All prices are listed in US Dollars and are subject to change without notice. The price displayed at checkout is final. ZenRug LLC reserves the right to correct pricing errors at any time before an order is fulfilled.

Orders & Payment

Placing an order constitutes an offer to purchase. Orders are confirmed only upon receipt of payment or written confirmation from ZenRug LLC.

Accepted payment methods

• Stripe — credit and debit card payments
• PayPal — secure online payment via PayPal checkout
• Cash on Delivery — available for eligible orders; requires a valid US delivery address and phone number
• WhatsApp Order — for direct inquiries, we may accept payment arrangements via WhatsApp

Order cancellations

Orders may be cancelled within 24 hours of placement at no charge by contacting zaaraoui@zenrug.shop. After 24 hours, cancellations are subject to our return policy. Custom orders cannot be cancelled once production has begun.

Return & Refund Policy

Standard conditions

To be eligible for a return, the item must be returned within 30 days of delivery, in its original unused condition, and accompanied by proof of purchase.

How to initiate a return

1. Email zaaraoui@zenrug.shop with your order number and reason for return
2. Include photos if returning due to damage or an incorrect item
3. We respond within 2 business days with return instructions
4. Pack the item securely and ship to the address we provide
5. Refunds are issued within 5–10 business days of receiving the item, to the original payment method

Shipping & Delivery

Processing time

Orders are processed within 1–3 business days. Custom orders may require additional lead time as communicated at checkout.

Domestic US shipping

• Standard: 5–8 business days after dispatch
• Expedited: 2–3 business days after dispatch, where available
• Free shipping may apply with qualifying coupons or promotions

International shipping

International orders may be subject to import duties, customs fees, and taxes imposed by the destination country. These charges are the buyer's responsibility and are not included in the purchase price.

Delays & lost packages

ZenRug LLC is not responsible for carrier delays, customs clearance delays, or packages lost after confirmed carrier pickup. If tracking shows "delivered" but you did not receive the package, contact us within 5 days and we will assist with a carrier investigation.

Custom Orders

Custom rug requests are handled on a project-by-project basis and are subject to artisan availability and material sourcing.

• A 50% non-refundable deposit is required to begin production
• Production timelines are estimates — handcrafting timelines can vary
• Final approval of design, size, and color is confirmed before production begins
• Custom orders are non-returnable unless the delivered item has a material defect or significantly deviates from agreed specifications
• The remaining balance is due upon completion and before shipment

Intellectual Property

All content on this Site — including product photography, text, logos, design, and brand assets — is the property of ZenRug LLC or used with permission. You may not reproduce, distribute, or create derivative works from any Site content without our prior written consent.

Product images may not be used for commercial purposes, resale, or misrepresentation of the goods as your own without explicit written permission.

Disclaimers & Limitation of Liability

The Site and its contents are provided "as is" without warranties of any kind, either express or implied. ZenRug LLC does not warrant that the Site will be uninterrupted, error-free, or free of viruses.

To the maximum extent permitted by law, ZenRug LLC shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Site or purchase of products, including loss of profits, data, or goodwill, even if advised of the possibility of such damages.

Our total liability for any claim arising out of these Terms or a purchase shall not exceed the amount you paid for the relevant product.

Governing Law

These Terms are governed by the laws of the State of New Mexico, USA, without regard to its conflict-of-law provisions. Any dispute shall be subject to the exclusive jurisdiction of the courts of Bernalillo County, New Mexico.

If any provision of these Terms is found unenforceable, the remaining provisions will continue in full force and effect.

Contact Us

For questions about these Terms, returns, or your order, please reach out.