A rug’s dimensions, texture, and appearance are best assessed in your own space. 𝑲𝒛𝒆𝒏𝒗𝒊𝒓𝒐™ allows you to open the packaging and briefly lay out your rug for inspection. Please protect the rug and its packaging while deciding whether to keep it.

This policy applies to purchases made through kzenviro.com. Our general return arrangements do not affect any statutory withdrawal rights, product guarantees, or other consumer rights available under applicable law.

1. General Return Request Period

For personal reasons, such as choosing an unsuitable size, color preferences, or changing your mind, please contact us within 5 calendar days after receiving your item. Include your order number and details of the product you wish to return.

This deadline applies to submitting your request. The item does not need to arrive at our return warehouse within those 5 days. We will provide return shipping instructions after receiving your request.

If applicable law provides a longer period, that period will apply. Claims involving defective, incorrect, or materially misdescribed products are not limited to our general 5-day return request period.

2. Conditions for General Returns

You may open the packaging and briefly lay out the rug on a clean, dry indoor floor to check its dimensions, color, pattern, and overall condition.

For returns based on personal reasons, the item should meet the following conditions:

• It has not been washed, soaked, or chemically treated;

• It has no obvious signs of use, foot traffic wear, or damage from furniture;

• It is free from stains, odors, pet hair, and other contamination;

• The product, accompanying accessories, and packaging are complete;

• It has not been cut, altered, glued, or otherwise treated in a way that affects its suitability for resale.

During inspection, avoid walking on the rug with shoes, placing heavy furniture on it, or allowing pets onto it. Briefly laying out the rug for inspection does not, by itself, make it ineligible for a general return.

These conditions apply to our general returns for personal reasons and do not provide grounds for refusing statutory remedies for defective goods. Where a statutory right of withdrawal applies, reasonable inspection and any reduction in value will be assessed under the relevant law.

3. How to Request a Return

Please email service@kzenviro.com and provide:

• Your order number and checkout email address;

• The product name, design, and dimensions of the item you wish to return;

• Your reason for returning it or a description of the issue;

• Relevant photos or videos if the item is damaged, incorrect, or materially different from its description.

We will review your order and explain the applicable return arrangements, shipping address, and packaging requirements.

Please contact us for return instructions before shipping. When exercising a statutory right of withdrawal, a clear statement of your decision to withdraw is sufficient; prior approval from customer support is not required for that right to take effect.

4. Return Location & Shipping

Returned products must be sent to our warehouse in China. Customer support will provide the specific return address and recipient details. Do not send items directly to the business address listed on our website or the shipping address printed on the original package.

International return shipping can be costly, particularly for larger or heavier rugs. Before returning an item for personal reasons, we recommend obtaining a shipping quote based on the packaged dimensions, weight, and Chinese warehouse address.

Package the rug securely according to the instructions provided to help prevent moisture damage, contamination, or damage in transit. We recommend using a trackable shipping service and retaining your shipping receipt and tracking number.

Where customs documentation is required, provide accurate information in accordance with the carrier’s and customs authority’s requirements.

5. Costs for Returns Based on Personal Reasons

For returns due to an unsuitable size, color preference, change of mind, or other personal reasons, the buyer pays return shipping, and the original shipping charge is nonrefundable, unless applicable law requires otherwise.

The refund will be based on the amount actually paid for the returned product, taking applicable discounts and any legally refundable charges into account.

If the item’s condition may affect the refund amount, we will explain the issue and the basis for any adjustment. We will not make arbitrary deductions without an explanation.

6. Damage, Defects, Incorrect Items & Misdescribed Products

If your rug arrives damaged, is the wrong item, has clearly incorrect dimensions, or otherwise differs materially from its description, contact us promptly. Retain the product and packaging to help us investigate.

Please provide your order number, a description of the issue, and relevant photos or videos. Where possible, avoid cleaning, repairing, or returning the item before receiving instructions, as this may affect our ability to assess the issue.

Depending on the circumstances and applicable law, we will arrange an appropriate repair, replacement, price reduction, or refund. We will cover necessary return or replacement shipping costs where legally required. Such cases will not be treated as returns for personal reasons.

A product issue does not automatically become ineligible for assistance simply because the general 5-day request period has passed or the packaging was opened for normal inspection.

7. Refund Processing Time & Method

For eligible general returns, we will process the refund within 2 business days after receiving and inspecting the returned item. Business days exclude weekends and public holidays.

If inspection identifies an issue affecting the return, we will explain the reason and discuss the next steps with you.

Refunds are generally issued to the original payment method. The date we process a refund differs from the date the funds appear in your account. Posting times depend on your card issuer or payment provider.

If applicable law requires an earlier refund or provides for reimbursement based on proof of return shipment, we will follow those requirements. Our internal inspection process will not extend a statutory deadline.

8. Applicable Statutory Right of Withdrawal

If your order is covered by EU distance-selling withdrawal rules, you may notify us of your decision to withdraw within 14 days after receiving goods that are not subject to a statutory exception. You do not need to provide a reason. You must then send the goods back within 14 days after giving that notice.

When lawfully withdrawing from an entire order, your refund will include the standard initial delivery charge where required by law. If you chose a delivery service more expensive than the least expensive standard option offered, the additional delivery cost generally does not need to be refunded.

You are responsible for the direct cost of returning goods following withdrawal where this responsibility was properly disclosed before purchase. Necessary return costs for defective goods are handled under the applicable product remedy rules.

Refunds following statutory withdrawal are generally due within 14 days after we receive your withdrawal notice. For goods, we may withhold reimbursement, where legally permitted, until we receive the returned goods or you provide valid evidence of return shipment, whichever occurs first.

Inspection necessary to establish a product’s nature, characteristics, and functioning does not automatically invalidate your withdrawal right. Any reduction in value caused by handling beyond what is necessary, and the effect of missing original packaging, will be assessed under applicable law.

Any other mandatory rights or more favorable protections available in your location also apply.

9. Exchanges & Order Cancellations

If you would like a different size, color, or design, contact customer support with your original order details and the product you would prefer. We will explain the available options based on stock, order status, and the applicable policy.

If your order has not shipped and you wish to cancel it, submit your request as soon as possible. Whether dispatch can be stopped depends on the order’s actual processing status.

Refusing delivery or failing to collect a package does not automatically complete a return request. Please clearly communicate your decision so we can review the package status and arrange the next steps.

10. Checking Refund Progress

If you have received confirmation that a refund was processed but the funds have not appeared, first check your original payment account and contact your card issuer or payment provider about processing times.

If you still need assistance, provide your order number, the date of the refund notification, and your return tracking number, if applicable, so we can investigate.

Do not send full card numbers, security codes, account passwords, or verification codes by email.