Refund policy

At Zenn Design, we take pride in our locally manufactured, custom-made upholstered furniture. We are committed to providing high-quality products and exceptional customer service. To ensure clarity and fairness, our refund and return policy is as follows:

  • No Refunds for Change of Mind: Due to the custom nature of our products, we cannot offer refunds for change of mind or incorrect selections. Unfortunately, we cannot accept returns on sale items or gift cards.
  • Extenuating Circumstances: Refunds may be provided only in cases where:
    • Zenn Design is unable to rectify the issue after all attempts to try.
    • The product is deemed to have a major failure under Australian Consumer Law (ACL).
  • Cancellations: All cancellations shall result in a cancellation fee equal to 50% of the cancelled order.

If an issue arises, Zenn Design will:

  1. Inspect the Issue: Contact us promptly, and we will assess your concerns.
  2. Repair or Replace: If the problem is confirmed to be due to a manufacturing fault, we will repair or replace the item at no cost to you.
  3. Alternative Solutions: In cases where a repair or replacement is not possible, we will discuss alternative solutions, such as a substitute product.

Customer Responsibilities

To help us resolve your concern efficiently, please:

  • Report the issue within 3 days of receiving your order.
  • Provide photographs and a clear description of the problem via email.
  • Ensure the product has not been used in a way that voids warranty, such as exposure to improper care, misuse, or damage post-delivery.

Non-Refundable Situations

Refunds or remedies will not be provided for:

  • Minor variations in color, texture, or finish that occur due to the nature of fabric or materials.
  • Damage caused by misuse, improper care, or accidents.
  • Custom orders that cannot be resold due to their bespoke design.

 

Fabric Disclaimer:

Zenn Design is not responsible for any dye lot variations in fabrics nor buyers not liking the fabric choice once delivery has occurred.

Delays in fabric deliveries to our workshop occur, Zenn Design will contact the you and advise of the revised delivery timeframe. At this point, the buyer can reselect the fabric or accept further delay. 

Shading can occur with some velvets and chenille’s where areas of the pile appear lighter or darker in shade.  This can easily be mistaken for uneven dyeing but is in fact an inherent characteristic of these fabrics.

Obtaining fabric samples prior to placing your order is always recommended. Order your samples online HERE. Or contact us HERE.