Refund & Returns Policy

1. Return Eligibility

If you wish to return an eligible product, please contact Zennova Carpets within the applicable return period:

• UAE orders: within 7 days of receiving your order
• International orders: within 14 days of receiving your order

To be eligible for a return, the carpet must be unused, undamaged and returned in its original condition.

The product should also be returned with its original packaging and any labels, documentation or accessories supplied with it, where applicable.

2. Exchanges & Store Credit

For eligible returns, Zennova Carpets generally offers an exchange or store credit rather than a cash refund.

Once the returned product has been received and inspected, our team will confirm whether the return meets the required conditions.

Approved store credit may be used toward another purchase from Zennova Carpets, subject to the terms communicated when the credit is issued.

3. Non-Returnable Items

Certain products cannot be returned or exchanged unless they are defective, damaged or incorrectly supplied.

These may include:

• Custom-made carpets
• Carpets produced or altered to a customer's requested dimensions
• Personalized or specially commissioned products
• Products that have been used, damaged or altered after delivery
• Products returned outside the applicable return period
• Items specifically identified as non-returnable at the time of purchase

4. Sale & Promotional Items

Sale, clearance or promotional products may be subject to different return or exchange conditions.

Where a product is final sale or subject to a specific restriction, this should be communicated on the product page or at the time of purchase.

5. Damaged or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your carpet arrives damaged, defective, or you receive an incorrect product, please contact Zennova Carpets promptly so that our team can review the issue.

We may request photographs, videos, packaging details, order information or other reasonable evidence to help us assess the issue.

6. Return Condition

Returned products will be inspected after they are received by Zennova Carpets.

We reserve the right to decline a return where the product does not meet the applicable return conditions, including where it has been used, damaged, altered, improperly handled or returned incomplete.

7. Return Shipping

Customers should contact Zennova Carpets before sending a product back so that the appropriate return instructions can be provided.

Unless the product was delivered damaged, defective or incorrectly supplied, return shipping or transportation costs may be the responsibility of the customer.

Original delivery charges, where applicable, may not be credited for a standard return unless otherwise agreed by Zennova Carpets or required by applicable law.

8. Exchange Availability

Exchanges are subject to product availability.

If the replacement product has a different price, the customer may be required to pay the difference. Where applicable, any remaining approved value may be issued as store credit.

9. Store Credit

Where store credit is approved, the value and method of redemption will be communicated to the customer.

Store credit is intended for use toward eligible future purchases from Zennova Carpets and is not normally redeemable for cash.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests where the order has not yet been processed, prepared, customized or dispatched.

Once an order has entered fulfilment, customization or delivery processing, cancellation may no longer be possible.

11. Custom-Size Orders

Carpets ordered or produced according to custom measurements, specifications or other customer-selected modifications are considered custom orders.

Customers are responsible for checking measurements and specifications carefully before approving a custom order.

Custom-size or personalized products are generally not eligible for standard returns, exchanges or store credit unless the product is defective, damaged or does not match the confirmed order specifications.

12. How to Request a Return

To request a return or exchange, please contact our team and provide:

• Your name and contact information
• Your order number
• The product you wish to return or exchange
• The reason for the request
• Photographs or other supporting information where the product is damaged, defective or incorrect

Please wait for return instructions from our team before arranging shipment or transportation of the product.

13. Processing of Approved Returns

Once an eligible returned product is received, our team will inspect it and advise you of the outcome.

Where approved, the applicable exchange or store credit will be arranged in accordance with this policy and the circumstances of the return.

14. Your Legal Rights

Nothing in this policy is intended to exclude or limit any rights or remedies that cannot lawfully be excluded under applicable consumer-protection laws.