Returns & Exchanges

We want you to feel completely confident when purchasing from Zoya.

If for any reason you are not entirely satisfied with your in stock rug purchase, and the item remains unused and in its original condition, it may be returned within 7 days of receipt, subject to approval. Depending on the circumstances, Zoya reserves the right to offer an exchange, store credit, or refund at its discretion.

Should you no longer have the original packaging, our team will gladly assist with suitable packaging recommendations to ensure the rug is securely prepared for return transit.

Please note that we are unable to accept returns for items that have been used, damaged, soiled, or altered, unless deemed faulty.

Where approved, refunds will be processed via the original payment method. The value of the return will be based on the amount paid as reflected on your invoice. Should you wish to exchange for an alternative item, the current listed price of the new item at the time of exchange will apply.

Previous promotional pricing or sale discounts cannot be retrospectively applied.

As our rugs are carefully handled and require specialist logistics, approved returns and exchanges may incur a handling and restocking fee.

Delivery charges are non refundable unless the item has arrived damaged, defective, or incorrect.

Zoya cannot accept responsibility for returned items lost or damaged in transit, and we recommend using a trusted courier service with appropriate tracking.

Bespoke and made to order pieces are final sale and are not eligible for return or exchange.

For assistance with a return or exchange, please contact our team directly at sales@zoya.co.za or +27 21 683 6364 and we will gladly assist.