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Refund policy

Zarbya — Refund Policy

At Zarbya, each rug is handcrafted and often made to order. Due to the nature of our products, we maintain a strict refund policy as outlined below.

Order Cancellations & Refunds

Orders may be canceled for a full refund within 24 hours of purchase. After this 24-hour window, orders are considered confirmed and may enter production. Once production has begun, orders cannot be canceled, refunded, or modified.

Custom & Made-to-Order Rugs

All Zarbya rugs are custom or made to order. As such, all sales are final, and we do not offer refunds, returns, or exchanges for custom or made-to-order items.

Customers are responsible for ensuring that all measurements, colors, designs, and specifications are correct prior to submitting payment.

Natural Variations

Our rugs are made from 100% natural wool and crafted entirely by hand. Variations in size (up to ±5%), color, texture, pattern, and shape are inherent to the artisanal process and are not considered defects. Refunds or returns will not be issued due to these natural variations.

Damaged or Defective Items

If your rug arrives damaged due to shipping, you must notify Zarbya within 48 hours of confirmed delivery. Claims submitted after this period will not be accepted.

To file a damage claim, please provide:

  • Clear photos of the damaged item

  • Photos of the original packaging

  • A description of the issue

If a manufacturing defect is confirmed and falls within our 12-month limited warranty, Zarbya may, at its discretion, offer a repair, replacement, or store credit. Refunds are not guaranteed and are assessed on a case-by-case basis.

Lost or Stolen Packages

Zarbya is not responsible for lost or stolen packages once delivery has been confirmed by the carrier. Refunds will not be issued for orders marked as delivered.

Shipping Fees

Shipping, handling, white glove delivery fees, customs duties, and taxes are non-refundable.

Contact Information

For questions regarding refunds or cancellations, please contact us within the applicable time frames outlined above.