General Terms

By submitting payment for a custom rug, you confirm that you have carefully reviewed and approved all specifications, finishes, dimensions, and relevant product details. Full payment is required at the time of order placement.

In-stock items ship within approximately 2 weeks, unless otherwise noted. All pricing is valid for 30 days and may be subject to change thereafter.

Any modification or alteration made to our products after delivery will void all warranties and certifications.

Lead Times

All quoted lead times are estimates only. While we make every effort to provide accurate timelines, lead times may vary due to factors beyond our control. Estimated lead times begin once payment is received and all order details are finalized. Shipping and transit times are not included in production lead time estimates.

Handmade Items

Each Zarbya rug is woven entirely by hand and traditionally washed and dried in the mountain air. As our rugs are crafted from 100% natural wool, slight variations in pattern, shape, color, and size are natural and expected. These characteristics are not considered defects but are inherent to handmade craftsmanship.

Natural wool may differ slightly from what is shown on our website, physical samples, or photography. We strive for consistency while honoring the authenticity and individuality of each handmade piece.

Variability Notice

Final dimensions may vary by up to ±5% due to the handmade nature of our rugs. Each product is unique. We do not accept returns or exchanges based on natural variations in size, color, texture, or material. Minor irregularities are part of the artisanal process and do not affect the integrity or quality of the product.

Shipping & Delivery

Please inspect all shipments immediately upon delivery. Any damage incurred during shipping must be documented and reported to Zarbya within 48 hours of confirmed delivery. Claims submitted after this period will not be accepted.

If the outer packaging appears damaged, please photograph the packaging and contact Zarbya before opening the parcel. Zarbya is not responsible for lost or stolen packages once delivery has been confirmed.

Customers are responsible for ensuring that purchased items can be delivered to their intended location, including clearance through elevators, doorways, stairwells, and hallways.

White Glove Delivery

White glove delivery services can be arranged upon request through our preferred logistics partners. Ground-floor delivery is standard; additional fees apply for stairs or special access requirements. White glove service includes placement in an empty room unless otherwise specified.

Zarbya is not responsible for indirect or incidental damages, including but not limited to loss of time, profit, or business interruption. This includes receiving fees, storage fees, re-installation, or replacement costs.

Order Cancellation

Orders may be canceled for a full refund within 24 hours of purchase. After this period, orders enter production and cannot be canceled or refunded.

Volume Discounts

Volume and trade discounts are subject to change and are determined based on order quantity and total order value.

Warranty

Zarbya rugs are guaranteed for 12 months from the delivery date against verified manufacturing defects only.

This warranty does not cover:

• Normal wear and tear (including shedding and fading)

• Stains, spills, or improper cleaning

• Damage caused by misuse, accidents, or sharp objects

• Natural variations in wool, color, or texture

• Changes due to light exposure, aging, or environmental conditions

• Improper installation or maintenance

• Commercial or non-residential use

All sales are final. Due to the handmade nature of our products, we do not offer returns or exchanges.

Storage Fees

If shipment is delayed at the customer’s request, Zarbya will hold the order for up to 10 days at no charge. After this period, a storage fee of $10 per item, per day will apply and must be paid prior to release.

Orders not authorized for release within 30 days may be transferred to a third-party storage facility, and additional storage and delivery charges may apply.

Accepted Forms of Payment

We accept the following payment methods:

• Credit & Debit Cards (Visa, MasterCard, Discover, American Express)

• Wire Transfer

• ACH Transfer

• PayPal

Return Policy

Due to the custom and made-to-order nature of our rugs, all sales are final. We do not accept returns or exchanges. Customers are responsible for confirming all measurements, colors, and design selections before placing an order.