Return, Refund & Exchange Policy

1. Return & Refund Policy

Customers may request a return and refund within 3 days from the date of delivery.

The return request must be raised within the applicable 3-day period. Once this period has expired, a return or refund request may not be accepted, except where applicable law provides otherwise or where the product is found to be defective, damaged, incorrect, or materially different from the product ordered.

Conditions for Return

To be eligible for a return:

• The product must be unused and in its original condition.
• The carpet/rug must not have been washed, cleaned, cut, stitched, altered, or modified.
• The product must not have stains, marks, odors, pet hair, or other signs of use.
• The original packaging should be retained wherever possible.
• The customer must provide the order number or other purchase details when requested.
• ZASS Carpets may request photographs or videos of the product before approving the return.

All returned products are subject to inspection.
A refund will be processed only after the returned product has been received and successfully inspected.

2. Exchange Policy

Customers may request an exchange within 5 days from the date of delivery.

The product must be unused, undamaged, and in its original condition.

All exchanges are subject to:

• Product eligibility
• Product condition
• Availability of the requested replacement
• Successful inspection by ZASS Carpets

If the requested replacement product is unavailable, ZASS Carpets may offer an alternative product or another suitable resolution.

If the replacement product has a higher price, the customer will be required to pay the applicable difference.
If the replacement product has a lower price, the applicable difference may be refunded according to our refund process.

3. Exchange After 5 Days

Exchange requests made after 5 days from the date of delivery may be considered at the sole discretion of ZASS Carpets.

If ZASS Carpets approves an exchange after the standard 5-day exchange period, the customer will be charged 5%–10% of the product price, depending on the product and circumstances of the exchange.

Any applicable shipping, pickup, handling, or other charges may be payable separately where applicable.

Late exchanges are subject to:

• Product condition
• Product eligibility
• Product availability
• Inspection and approval by ZASS Carpets

Approval of one late exchange does not guarantee approval of future late exchange requests.

4. Festival & Occasion Use Policy

Festival & Occasion Use

Products purchased or used specifically for festivals, religious occasions, celebrations, parties, events, or other special occasions must be returned or exchanged within the applicable return or exchange period stated in this policy.

Customers who wish to return or exchange an eligible product must raise the request within the applicable return/exchange period and before using the product for such an occasion.

Any product showing signs of use, stains, damage, washing, cleaning, alteration, or other deterioration after being used for a festival, occasion, celebration, party, or event will not be eligible for a change-of-mind return, refund, or exchange.

No Return or Exchange After Festival/Occasion

If the applicable return or exchange period falls during a festival or special occasion and the customer chooses to use the product during that period, the product cannot be returned or exchanged after the festival or occasion has ended.

Festival or holiday periods do not automatically extend the applicable return, refund, or exchange period.

Customers are responsible for raising their return, refund, or exchange request within the applicable deadline, even if the deadline falls during a festival or holiday period.

This restriction does not affect claims relating to products that are defective, damaged at the time of delivery, incorrect, or materially different from the product ordered, subject to verification by ZASS Carpets and applicable law.

5. Damaged, Defective or Incorrect Products

If you receive:

• A damaged carpet/rug
• A defective product
• The wrong product
• A product materially different from the product you ordered
• A product with a manufacturing defect

please contact ZASS Carpets as soon as possible after delivery, preferably within 48 hours.

You may be required to provide clear photographs or videos showing:

• The product
• The damage or defect
• The packaging
• The shipping label/order information

After reviewing the issue, ZASS Carpets may provide a replacement, exchange, refund, or another appropriate resolution depending on the circumstances.

Where the issue is verified as being caused by ZASS Carpets or during delivery, applicable return/replacement shipping costs will be borne by ZASS Carpets.

6. Non-Returnable & Non-Exchangeable Products

The following products are generally not eligible for return or exchange:

• Customized or personalized carpets.
• Carpets made according to specific customer measurements.
• Products that have been cut, stitched, altered, or modified.
• Used or washed carpets.
• Products with stains, marks, odors, pet hair, or other signs of use.
• Products damaged due to improper handling, misuse, or negligence by the customer.
• Products used for festivals, celebrations, parties, events, or other occasions and subsequently showing signs of use or deterioration.
• Products specifically marked as "Final Sale" or "Non-Returnable" at the time of purchase.

Customized or personalized products may still be eligible for an appropriate remedy where they are received damaged, defective, incorrect, or materially different from the confirmed order.

7. Change-of-Mind Returns

For eligible products, customers may request a return within the 3-day return period if they change their mind about the purchase.

The product must remain unused and satisfy all return conditions.

Return/pickup charges may apply for change-of-mind returns and may be deducted from the applicable refund amount or payable by the customer.

A product that has been used, washed, cleaned, altered, damaged, or otherwise deteriorated after delivery will not qualify for a change-of-mind return.

8. Return Process

To request a return:

1. Contact ZASS Carpets customer support within 3 days of delivery.
2. Provide your order number and reason for the return.
3. Provide photographs or videos if requested.
4. Our team will review your request.
5. If approved, we will arrange a return pickup or provide return instructions.
6. The product will be inspected after it is received.
7. If the product passes inspection, the applicable refund will be initiated.

The return request is considered valid only when it is raised within the applicable return period.

9. Exchange Process

To request an exchange:

1. Contact ZASS Carpets within 5 days from the date of delivery.
2. Provide your order number and exchange reason.
3. Provide photographs or videos if requested.
4. Our team will review the request.
5. If approved, the return/exchange process will be initiated.
6. The returned product will be inspected.
7. Once the product passes inspection, the replacement product will be processed, subject to availability.

10. Refund Processing

Once an eligible returned product has been received and successfully inspected, ZASS Carpets will initiate the applicable refund.

Refunds will normally be processed to the original payment method used to place the order.

After the refund has been initiated, it may take approximately 5–7 business days for the amount to reflect in the customer's bank account.

The actual time may vary depending on the customer's:

• Bank
• Card issuer
• UPI provider
• Payment service provider
• Payment gateway

ZASS Carpets is not responsible for delays caused by banks, payment gateways, or other financial institutions after the refund has been successfully initiated.

11. Return Shipping Charges

Damaged, Defective or Incorrect Product

If the product is verified to be damaged during delivery, defective, incorrect, or materially different from the product ordered, ZASS Carpets will bear the applicable return/replacement shipping cost.

Change-of-Mind Return

For eligible change-of-mind returns, the applicable return pickup or shipping charges may be borne by the customer.

Such charges may be deducted from the refund amount where applicable.

12. Product Inspection

All returned and exchanged products are subject to inspection.

ZASS Carpets reserves the right to reject a return or exchange if the product:

• Has been used.
• Has been washed or cleaned.
• Has stains or marks.
• Has an unusual odor caused by use.
• Has pet hair or other signs of use.
• Has been cut, stitched, altered, or modified.
• Has been damaged after delivery.
• Does not meet the applicable return/exchange conditions.

If a return or exchange is rejected after inspection, ZASS Carpets may return the product to the customer.

13. Product Colour, Pattern & Texture Variations

Carpet colours, patterns, textures, and appearance may vary slightly due to:

• Different screen and device settings
• Photography and lighting conditions
• Manufacturing processes
• Material characteristics
• Batch-to-batch variations

Minor variations that do not materially affect the product may not be considered a defect and may not qualify for a return or exchange.

14. Order Cancellation

Customers may request cancellation of an order before the order is dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may need to receive the product and follow the applicable return process.

Customized or made-to-order products may not be eligible for cancellation once production has started.

If an eligible cancellation is approved, the applicable refund will be processed to the original payment method.

15. Refund for Unfulfilled Orders

If ZASS Carpets receives payment for an order but is unable to fulfil the order due to reasons attributable to ZASS Carpets, the customer will be eligible for a refund of the amount paid for the affected order.

The refund will be processed to the original payment method, subject to applicable payment-processing timelines.

16. Policy Abuse & Fraudulent Claims

ZASS Carpets reserves the right to review and investigate return, refund, and exchange requests to prevent misuse of this policy.

Requests may be rejected where there is evidence of:

• Product misuse
• Repeated return abuse
• Intentional damage
• False or misleading claims
• Product substitution
• Returning a different product from the one supplied
• Fraudulent activity
• Other misuse of the return or exchange process

This does not affect a customer's rights in relation to genuine defective, damaged, incorrect, or materially different products or any rights provided under applicable law.

17. Policy Changes

ZASS Carpets reserves the right to update or modify this Return, Refund & Exchange Policy from time to time.

Any changes will be published on this page with the updated "Last Updated" date.

The policy applicable to an order will generally be the policy displayed at the time the order was placed, subject to applicable law.

18. Contact Us

For return, refund, exchange, or cancellation requests, please contact ZASS Carpets using the contact details provided on our website.

When contacting us, please keep the following information available:

• Order number
• Customer name
• Registered mobile number/email
• Product details
• Reason for return/exchange
• Photographs or videos, where applicable

Our customer support team will review your request and provide the next steps.

Quick Policy Summary