Refund & Return Policy

1. 7-Day Hassle-Free Returns (Standard Catalog Items)

For standard catalog carpets, we offer a 7-day return window from the date your shipment is delivered. If the rug does not suit your space, you may request a return or exchange under the following conditions:

• The carpet must be unused, unwashed, and free from any dirt, pet hair, or smoke odors.
• The item must be in its original packaging with all authentic RugZora tags and care labels intact.

2. Bespoke & Custom-Woven Rugs

Due to the unique yarn dyeing, personalized sizing, and artisan labor dedicated to Custom Bespoke Carpets, custom pieces are final sale and non-returnable once woven, unless there is a verifiable material defect or damage incurred during transit.

3. Damaged or Incorrect Shipments

Every shipment is carefully wrapped in weather-resistant dual-layer protective packaging. In the rare event that your package arrives damaged or you receive an incorrect item:

• Please notify us within 48 hours of delivery with clear photographs of the packaging and damage at rugzora@gmail.com.
• We will arrange an immediate complimentary replacement or a 100% full refund including all shipping costs.

4. Refund Processing Timeline

Once your returned item is received and inspected at our Bhadohi atelier:

• We will send an email confirmation regarding your return approval.
• Approved refunds will be processed back to your original payment method (Credit/Debit Card, UPI, Net Banking, Razorpay, or Payoneer) within 5 to 7 business days.

5. How to Initiate a Return

To initiate a return or exchange, simply contact our concierge team: