Refund policy

Last updated 24 March 2025

We want you to keep what you ordered because you like it, not because returning it was too much trouble. This policy sets out exactly what you can send back, when, and who pays for what.

The short version

You have 30 days from the day your order is delivered to return anything that is unused and unwashed, for any reason at all. You do not have to explain yourself. Return postage is yours unless the item is faulty or we sent the wrong thing, in which case it is ours.

What we can accept

Mats and rugs that are unused and unwashed, in the condition they arrived.
Items returned within 30 days of delivery.
Items sent back with the order number included, so we can match them to a payment.

What we cannot accept

Anything that has been washed. A washed mat cannot be resold to anyone else, so we cannot take it back. If you are unsure whether a mat is right, put it in the room before you put it in the machine.
Anything that has been used on a floor and shows it.
Returns started more than 30 days after delivery. If you are just outside the window, write to us anyway and we will look at it.

Faults and wrong items

If something is faulty or we sent the wrong item, we pay the return postage and you get a replacement or a full refund including the original shipping charge, whichever you prefer.

We treat these as faults: a hole, a seam or edge binding coming away, weaving that has pulled apart, or an item that arrives materially different in size from what was listed.

We do not treat these as faults, because they are what hand-woven reclaimed cotton looks like: slubs and thickness variation in the yarn, colour that moves across the surface of a piece, flecks of other colours in an undyed natural, small differences between your piece and the photograph, and loose fluff released in the first wash or two. Our Care & Materials page explains why each of these happens.

Damage in transit

If a parcel arrives damaged, photograph it before you unpack any further and email us within 7 days of delivery. Photographs of the outer carton and of the item are what let us claim against the carrier, and without them we may not be able to.

How to start a return

Email info@zoriqena.com with your order number and tell us what you are sending back. We will reply with the return address and any instructions specific to your country. Please do not send anything back before you have heard from us — parcels that arrive unannounced take much longer to match to an order and refund.

Pack the item so it arrives dry and clean. We recommend a tracked service; until a return reaches us it is your parcel, and we cannot refund something that does not arrive.

Refunds

Once your return reaches us we inspect it and email you the outcome, usually within two business days. Approved refunds go back to the original payment method. Your bank or card issuer then takes its own time, typically 5 to 10 business days, and we have no way to speed that up.

Refunds cover the price of the item. The original shipping charge is refunded only where the item was faulty, the wrong item, or where you are cancelling a whole order under a statutory right of withdrawal.

Exchanges

We do not run a separate exchange process, because it is slower than the alternative. Return the item for a refund and place a new order for the one you want. That way the piece you actually want ships immediately instead of waiting on a return crossing in the post.

Cancelling before dispatch

Orders leave us within two business days. If you email info@zoriqena.com before yours has shipped we will cancel it and refund in full. Once it has shipped, treat it as a return.

Statutory rights

Nothing here removes rights you have under the consumer law of your own country, including any statutory cooling-off or withdrawal period, or any right to a remedy for goods that are not as described or not of satisfactory quality. Where your local law gives you more than this policy does, your local law wins.