سياسة الاسترداد
At Zal, we are passionate about the craftsmanship and soul that each rug brings into a home. While we strive for every purchase to be a perfect match, we understand that sometimes a return is necessary. The following policy outlines how we handle returns, ensuring transparency and compliance with Kuwaiti consumer protection laws.
Return Eligibility
We offer a 14-day return window starting from the date the rug is received. During this period, customers may request to return their item under the following conditions:
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The rug must be in its original, unused condition, free from any signs of wear, stains, damage, or alteration.
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All original packaging, tags, and documentation must be included with the returned item.
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Customized or made-to-order rugs are not eligible for return.
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Returns must be initiated in person at one of our Zal branches.
Return Process
All return requests must be initiated by visiting one of our branches in person. Online or phone-based return requests will not be processed.
Step 1: Visit a Zal Branch
Within 14 days of receiving your rug, you must personally visit one of our physical stores to initiate a return. Our team will verify your eligibility and guide you through the process.
You will need to bring:
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A valid purchase receipt or proof of purchase
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A photo of the rug or the rug itself for a preliminary check
Branch Locations:
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Tilal Mall Branch: https://maps.app.goo.gl/tUjs5PDuzp9C3yvV9
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Assima Mall Branch: https://maps.app.goo.gl/emXYsVMr6VdKUEbu6
Step 2: Return Authorization
Our staff will inspect the rug or its photos to determine whether it meets the basic return criteria. If approved, you will be provided with a return authorization.
Step 3: Customer Returns the Rug
The customer bears full responsibility for returning the rug to the store. Zal does not offer pickup, transport, or collection services for returns.
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If you do not bring the rug with you during the initial visit, you must return it to the same branch after receiving return authorization.
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We strongly recommend wrapping the rug securely and transporting it with care.
Contact Us
If you have any questions about your order or shipping status, feel free to contact us:
Email: info@zalrug.com
Website: zalrug.com