Refund policy

RETURN & EXCHANGE POLICY

By placing and order with zealandmana.com by phone , Email, Post or in Person will have deemed to read, understood and agreed to the terms and conditions


GENERAL

These conditions are applicable to all contracts for the sale of goods by the seller ( zealandmana.com ) to the Buyer to the exclusion of all other Terms and Conditions including any Terms and Conditions which the Client may purport to apply under any purchase order, confirmation of order or similar document.


MADE TO ORDER AND CONSUMER RIGHT

All Customs and Bespoke orders can be cancelled within 24hrs of being placed. We cannot offer any refund once they have gone into production ( which is after 24 hours) . Custom/ Bespoke are products that have been made specifically to Your, Size, Design, colour and shape, or any other specifications given by the customer.


RETURNS

Made to Order rugs cannot be returned and are not subject to any refunds unless they are not fit for purpose. Fit For Purpose means that in all material respects it confirms to the description on the website, be of satisfactory quality, and be reasonably fit for all purposes for which the product of this kind is commonly used. In the unlikely event that your product has a manufacturing defect, please inform us within 48 hours of delivery. Report issues via email at support@zealandmana.com, including images and a detailed description of the defect, along with the order number. Keep all original packaging and tags intact for the return.


WARRANTIES

We warrant to you that any Product purchased from us will, on delivery and for the following 24 months, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied.

If the Product does not conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied we will, at our discretion, if the product is repairable repair or subsequently replace the Product without charge.

  • Hand-Knotted: Covered by a 24-month warranty against manufacturing defects.
  • Hand-Tufted, Flat Weave, Hand-Woven Rugs: Offered a 6-month warranty period.


EXCLUSIONS

  1. Normal wear and tear does not come under the warranty. In addition, there are outside elements that may affect your Product’s appearance over time. Many of these conditions are not covered under the manufacturer's warranty. These conditions are normal and are not considered manufacturing defects. These include, but are not limited to the following:
  2. Since this is a custom handmade product there will always be A Slight variation in colour, texture, weave, depth as compared to the original sample, this is not a defect, it’s what gives the product its uniqueness
  3. Variation in size maybe up to +- 3% of size ordered.
  4. Slight variation in design from original as this is a handmade Product.
  5. There May be slight marks from rolling ( the edge of the rug pressing into the pile) and prolonged shipping that will disappear with routine vacuuming.
  6. Seam peaking from rolling the Product that will disappear with reverse rolling
  7. Slow Fading is a normal process which will occur over a period of time and can be accelerated by factors like Exposure to sunlight , high humidity , heat or chemicals. Placing rugs in direct and continuous sunlight will cause them to fade. Charcoal coloured products will fade in sunlight. We suggest you rotate the rug to reduce potential damage caused by natural light. The darker the rug, the higher chance it will fade. 
  8. Due to changes in pile and weave direction shading may also occur and be more apparent in plain rugs and this is a natural characteristic of carpets and rugs
  9. All Handmade rugs made from natural fibres will Shed, this is perfectly normal and will decrease and stop over time with regular hoovering.
  10. Sprouting: More often occurring in jute and sisal rugs, there will be short fibres popping up while the rug settles and is also caused by furniture placed on top of the rug. This can be trimmed or pushed through, without risking the structural integrity or aesthetic appeal.
  11. Placing a non-water-resistant Product in a damp or wet area or Damage caused by pets, insects, or Improper cleaning, especially through use of a wet process
  12. Use of Scotch Guard, which is a third party product, therefore we take no responsibility as to whether it works correctly or not.
  13. New rugs may emit a smell initially, which is a result of packing materials and the rug being enclosed during transit. This scent typically dissipates within 24 hours if the rug is laid out in a well-ventilated area


RESOLUTION PROCESS

Once we confirm that the issue falls under our warranty policy, we are committed to providing the most suitable resolution. This could involve repair, replacement, or another appropriate solution.


IMPORTATNT NOTICE

  • Intact Tags and Packaging: For a successful return process, it is essential that the product's original tags and packaging are kept intact by the customer.
  • Prompt Action Required: Delays in notification or returns could lead to the rejection of the return request.


Zeal And Mana reserves the right to refuse returns or exchanges that do not meet these conditions. Non-qualifying items will be sent back at the customer's expense, and a refund will not be issued.

For any queries or assistance, please reach out to us at support@zealandmana.com