Refund policy

Returns & Replacements Policy

Domestic Orders (India Only)

We offer a 5-day return request window for eligible domestic (India) orders. This means you must raise a return request within 5 days of receiving your rug.

To be eligible for a return request:

  • The rug must be unused, uninstalled, unwashed, and unaltered
  • It must be in original condition with tags intact
  • It must be returned in original packaging
  • Proof of purchase is mandatory

To initiate a request, contact us at zarugs.tanabana@gmail.com within 5 days of delivery.

All return requests are subject to inspection and approval.
Items sent without prior approval will not be accepted.

Return Shipping Address (If Approved)

M/S TANA BANA RUGS
Pipar Tar Kaithan, Khamaria
Bhadohi, Uttar Pradesh – 221306
India

If your return is approved, we will share instructions for return shipping.
Return shipping costs may apply unless otherwise stated.

Damaged, Defective, or Incorrect Items

Please inspect your rug immediately upon delivery.

If you receive a rug that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery by emailing zarugs.tanabana@gmail.com with:

  • Clear photos and/or videos of the rug
  • Images of the outer packaging and shipping label

Claims raised after 48 hours or without sufficient documentation may not be accepted.

Approved claims will be resolved by replacement only, at our discretion.
Refunds are not guaranteed.

Exceptions / Non-Returnable Items (Final Sale)

Due to the nature of rugs and handcrafted home furnishings, the following items are final sale and not eligible for return, refund, or exchange:

  • Custom-made, made-to-order, or personalized rugs
  • Sale, promotional, or clearance rugs
  • Gift cards or store credits
  • Rugs that have been used, installed, washed, altered, or damaged after delivery
  • Rugs with stains, odors, wear, or signs of improper handling

Natural Variations Disclaimer

Minor variations in color, texture, weave, or size (up to ±5%) may occur due to:

  • Handcrafted processes
  • Natural materials
  • Lighting and screen differences

These variations are not considered defects and do not qualify for return, refund, replacement, or chargeback.

Customers are advised to carefully review product descriptions, dimensions, and care instructions before purchasing.

International Orders Policy

  • All international orders are final and non-refundable.
  • International orders are eligible for one (1) replacement only, subject to inspection and approval.
  • The item must be shipped back by the customer at their own cost, using a trackable service.
  • Replacement product cost is covered by us, however:
    • Return shipping
    • Re-shipping charges
    • Customs duties, taxes, and import fees
      are borne by the customer.
  • Refunds, partial refunds, or charge reversals are not applicable for international orders under any circumstances.

Exchanges

We do not offer direct exchanges.

If eligible, you may:

  1. Complete an approved return (domestic orders only), and
  2. Place a new order separately for the desired item.

European Union (EU) 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may request cancellation within 14 days of delivery, provided:

  • The rug is unused, uninstalled, unwashed
  • Tags are intact
  • Original packaging is retained
  • Proof of purchase is provided

This right does not apply to:

  • Custom or made-to-order rugs
  • Sale or clearance rugs

International non-refundability and replacement-only terms remain applicable.

Refunds (Where Applicable)

If a return is approved (domestic eligible cases only):

  • We will notify you after inspection
  • Approved refunds will be processed to the original payment method within 10 business days
  • Bank or payment gateway processing times may vary

If more than 15 business days have passed since approval, contact us at zarugs.tanabana@gmail.com.

Chargebacks & Disputes

By placing an order on our website, you confirm acceptance of this policy.

Chargebacks raised for reasons covered under this policy (including dissatisfaction, size preference, color variation, sale items, or international non-refundability) will be formally contested with transaction records, delivery proof, and policy acknowledgment.