Return & Refund Policy

1. Our Commitment

At Zeeshan Oriental Rugs, every rug is handcrafted with care by master artisans in Bhadohi, India. We want you to love your rug as much as we loved creating it. If for any reason you're not completely satisfied, our return and refund policy is here to help.

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2. Return Eligibility

Ready-Made Rugs:

• Returns accepted within 7–14 days of delivery

• Rug must be in original, unused condition

• Original packaging and tags must be intact

• Return shipping cost is borne by the customer

Custom-Made Rugs:

• Non-returnable — as they are woven specifically for your order

• No returns or exchanges accepted

• Only eligible for return if there is a manufacturing defect or wrong item delivered

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3. Non-Returnable Items

The following items cannot be returned:

• Custom-sized or custom-designed rugs

• Rugs that have been used, washed, or altered

• Rugs with visible stains, pet hair, or damage caused by the customer

• Items marked as "Final Sale" or "Clearance"

• Rugs damaged due to improper care

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4. How to Initiate a Return

To start a return, please follow these steps:

1. Email us at zeeshanorientalrugs@gmail.com within 7 days of delivery

2. Include your order number and reason for return

3. Attach photos of the rug (including any defects, if applicable)

4. Our team will review and respond within 24–48 hours

5. Once approved, we will provide return shipping instructions

6. Ship the rug back in its original packaging

Note: Returns sent without prior approval will not be accepted.

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5. Refund Process

Once we receive your returned rug, our team will inspect it within 3–5 business days.

If approved:

• Refund will be processed to your original payment method

• Refunds are typically credited within 5–7 business days

• You will receive a confirmation email once the refund is issued

If not approved (due to damage or use):

• We will inform you via email

• The rug will be shipped back to you at your cost

• No refund will be issued

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6. Damaged or Defective Items

If your rug arrives damaged or defective:

1. Contact us within 48 hours of delivery

2. Provide photos and video of the damage

3. Do not remove the rug from its packaging if damage is visible on arrival

4. We will arrange a free replacement or full refund — your choice

We cover all shipping costs for damaged or defective items.

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7. Wrong Item Delivered

If you receive the wrong rug:

1. Notify us within 48 hours of delivery

2. Keep the rug in its original packaging

3. We will arrange a free pickup and send the correct rug

4. Or offer a full refund — your choice

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8. Return Shipping

For customer-initiated returns:

• Return shipping costs are the customer's responsibility

• We recommend using a tracked and insured shipping service

• We are not responsible for items lost or damaged in return transit

For damaged, defective, or wrong items:

• We cover all return shipping costs

• We will provide a prepaid shipping label or arrange pickup

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9. Exchanges

We currently do not offer direct exchanges. If you'd like a different rug:

1. Return the original rug (if eligible)

2. Place a new order for the desired rug

For custom orders, we can discuss modifications before production begins.

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10. Order Cancellation

Before Dispatch:

• Orders can be cancelled within 24 hours of placement for a full refund

• After 24 hours, cancellation may not be possible if production has begun

Custom Orders:

• Cannot be cancelled once weaving has started

• A 50% advance is non-refundable if work has commenced

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11. International Returns

For international customers:

• Return shipping costs are higher and borne by the customer

• Import duties and taxes are non-refundable

• Refunds are processed in the original currency — exchange rate differences may apply

• Customs clearance for returns may take additional time

We recommend contacting us first before shipping any international return.

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12. Contact Us

For any questions about returns or refunds, please reach out:

📧 Email: zeeshanorientalrugs@gmail.com
📞 WhatsApp: +91 73989 33865
🕐 Response Time: Within 24 hours (Mon–Sat, 10 AM – 7 PM IST)

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13. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page with a revised "Last Updated" date. Continued use of our website constitutes acceptance of the updated policy.