Return and Refund Policy
Last updated: 21 September 2026
1. Return Window
You may request a return or refund within 30 days of the delivery date if your item arrives damaged, in a different size from the one you ordered, or in a completely different color from the one shown on our website (for example, black instead of red). We do not accept returns for change of mind.
Slight color variation is normal and is not a reason for return. Each rug is handmade, and colors look different on different screens, in different lighting and in different rooms. A shade of red can look a little lighter or darker than in our photos. We accept a color return only when the color you receive is clearly a different color from the one shown on the product page.
2. When we accept returns
We accept returns and refunds if your item arrives damaged or defective, or if the size you receive is different from the size you ordered. Every rug and bench is made by hand, so small natural differences in colour, weave or pattern are normal and are not a defect.
3. Custom size orders
Custom size items are made to your measurements. We accept returns of custom items only if they arrive damaged, defective or in a size different from the one we confirmed.
4. How to request a return
Email info@nexuzy.com or message us on WhatsApp at +91 74129 94785 within 30 days of delivery. Send clear photos of the item, the packaging and, if relevant, a photo showing the size you received.
5. Return shipping
If we approve your return because of damage, a defect or a size difference, we arrange and pay for the return shipping. We may also agree a refund or a replacement without asking you to send the item back, depending on the case.
6. Refunds
After we receive and inspect the item, or approve the claim from your photos, we email you the result. Approved refunds go back to your original payment method within 7 to 10 business days.
7. Your legal rights
This policy does not affect any rights you have under the consumer law of your country. For example, buyers in the UK and EU may have a legal right to cancel a distance sale within 14 days of delivery, except for custom made items. Email info@nexuzy.com to use that right.
