Return & Replacement Policy

Last Updated: 8 August 2026

We make things for homes that are meant to be lived with, used and loved.

Because our products are made and packed with care, we don't operate a general “change of mind” return policy.

But if something reaches you damaged, or you receive the wrong product, we'll make it right.

1. Our Replacement Promise

You may request a replacement within 7 days from the date your order is delivered if:

  • The product arrives damaged; or

  • You receive a product different from what you ordered.

Replacement requests outside the 7-day period may not be accepted, except where a different remedy is required under applicable law.

2. What Is Not Eligible for Replacement

We do not generally accept returns or replacements because:

  • You changed your mind

  • You ordered the wrong size or design

  • The product does not suit your space

  • You no longer want the product

  • You found another product you prefer

  • You did not check the dimensions or product specifications before ordering

We therefore encourage you to carefully review the product photographs, description, dimensions, material information and other specifications before placing your order.

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded or restricted under applicable law.

3. Damaged Products

A product may qualify for replacement where it arrives with damage that materially affects the product and the damage occurred before or during delivery.

To help us assess the issue, please send:

  • Your order number

  • Clear photographs of the product

  • Clear photographs of the packaging

  • A short video or photographs showing the issue

  • A description of what went wrong

Where reasonably possible, please retain the original packaging until your request has been resolved.

4. Wrong Product

If you receive a product that is different from the product ordered, please contact us within 7 days of delivery.

Please provide:

  • Order number

  • Photograph of the product received

  • Photograph of the product label/packaging, where available

  • Photograph of the shipping label

  • Any other information reasonably requested by our team

Please do not use or alter the product while your request is being reviewed.

5. How to Request a Replacement

Email us at:

business.rugzari@gmail.com

with the subject:

Replacement Request – [ORDER NUMBER]

Please include the required photographs/videos and a brief description of the issue.

Our customer-service team will review the request and may ask for additional information where reasonably necessary.

6. Review and Approval

Once we receive your request, we may review the photographs, videos, order information and other relevant details to determine whether the product qualifies for replacement.

We may reject a replacement request where:

  • The request is outside the applicable replacement period

  • The product does not correspond to the order

  • The issue is caused by ordinary use or handling

  • The product has been intentionally or accidentally damaged after delivery

  • The product has been altered, washed, cut, dyed, modified or otherwise changed after delivery

  • The information supplied is insufficient to reasonably assess the issue

  • The issue is consistent with the product's disclosed characteristics, specifications or expected variations.

This does not affect any rights available to you under applicable law.

7. Replacement Process

If the request is approved, we will arrange a replacement of the affected product, subject to availability.

Depending on the nature of the issue, we may arrange collection of the original product before dispatching or completing the replacement.

Please follow the packing instructions provided by our customer-service team.

The returned product may be inspected before the replacement is completed.

8. If the Same Product Is Unavailable

If the same product is unavailable for replacement, RugZari may offer an appropriate alternative or refund the applicable amount, as appropriate and subject to applicable law.

Where a refund is approved, it will ordinarily be made to the original payment method used for the purchase, subject to the payment provider's processing timelines.

9. Shipping for Approved Replacement Requests

Where a replacement is approved because the product was damaged or the wrong product was supplied, RugZari may bear the reasonable shipping costs associated with the approved replacement process.

We will not charge you a replacement shipping fee for an approved damaged-item or wrong-item claim. 

10. Product Variations

Many RugZari products are made, printed, woven, dyed, finished or handled as physical textile and home products.

Minor variations in:

  • Colour

  • Texture

  • Weave

  • Printing

  • Finish

  • Measurements

  • Appearance due to lighting or screen settings

These may occur and do not necessarily constitute a defect.

Product photographs on digital screens may also appear slightly different depending on your device, display settings and lighting conditions.

Where a variation is material or the product is substantially different from its advertised description, please contact us. 

11. Hygiene and Product Handling

For products that come into close contact with the body or are intended for personal use, customers should follow the care and usage instructions provided with the product.

Where a product has been used, washed, altered or damaged after delivery, replacement eligibility may be affected, subject always to applicable law.

12. No Cash or Change-of-Mind Returns

RugZari does not offer a general return window for customers who simply change their mind.

Our replacement policy exists primarily to protect you when we make a mistake or when something reaches you in an unacceptable condition.

We believe in making fewer, better things — and we also want to avoid unnecessary transportation and handling of products that are perfectly good.

13. Refunds

Rugzari's standard remedy is replacement, not a discretionary refund, for eligible damaged or wrong-product claims.

Where replacement is not reasonably possible, a refund may be offered or provided as required under applicable law.

Approved refunds will ordinarily be processed to the original payment method, unless another method is legally permissible and agreed with the customer.

Processing time after initiation may depend on the payment provider or bank.

14. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will try to accommodate cancellation requests before the order is processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

If a cancellation is legally required to be honoured, applicable law will prevail.

15. Important Note

This policy describes RugZari's standard commercial replacement process.

Nothing in this policy is intended to limit any mandatory right, remedy, guarantee, or protection available to a consumer under applicable Indian law.

Where applicable law provides a consumer with a remedy beyond this policy, the applicable law will prevail.

16. Contact Us

For replacement or customer-service assistance:

Legal Name : Rugzari India
Email: business.rugzari@gmail.com
Phone: +91-7719481606
Address:  B-30, 1626/E, Focal Point - Ludhiana

Please keep your order number ready when contacting us.

RugZari's simple promise:

Wrong product? We'll fix it.
Damaged product? We'll try to make it right.