Refund policy

1. Made-to-Order Products

All Zenn Design products are made to order.

Due to the custom nature of our furniture, we do not accept returns or offer refunds for:

  • Change of mind

  • Incorrect selections (including size, fabric, color, or finish)

  • Site fit or access issues

  • Delays outside our reasonable control

  • Custom or modified specifications

All sales are final except as expressly provided below.

2. Order Cancellations

Orders may be cancelled within 48 hours of purchase, provided production has not commenced.

After 48 hours, a cancellation fee equal to 50% of the total order value will apply to cover design, administrative, and material allocation costs.

Once production has commenced, orders may not be cancelled.

Because our products are custom-manufactured, deposits and payments become non-refundable once materials are allocated or fabrication begins.

3. Defective or Damaged Products

We stand behind the quality of our workmanship.

If your product arrives damaged or contains a manufacturing defect, we will, at our discretion and in accordance with applicable law:

  1. Repair the item

  2. Replace the item

  3. Issue a refund only if repair or replacement is not reasonably possible

Repair or replacement is the primary and preferred remedy.

Refunds will only be issued if a defect constitutes a material failure that cannot be remedied.

4. Reporting a Claim

To preserve your rights:

  • Visible freight damage must be reported within 48 hours of delivery

  • Manufacturing concerns must be reported within 5 calendar days of delivery

  • Photographs and a written description must be submitted

  • The item must remain unused and unmodified pending review

Failure to report within this timeframe may limit available remedies.

5. Fabric & Material Variations

The following are inherent characteristics of upholstered furniture and do not constitute defects:

  • Dye lot variations

  • Natural variation in leather, linen, boucle, wool, or woven fabrics

  • Shading or pile variation in velvet or chenille

  • Minor color differences due to screen displays

  • Slight dimensional variances consistent with handcrafted upholstery

Customers are strongly encouraged to order fabric samples prior to purchase.

Dislike of a selected fabric after delivery does not qualify as a defect.

6. Non-Refundable Circumstances

Refunds or remedies will not be provided for:

  • Normal wear and tear

  • Improper care or misuse

  • Accidental damage

  • Unauthorized alterations

  • Failure to ensure delivery access or site suitability

7. Limitation of Remedies

Except where otherwise required by applicable law:

  • Repair or replacement shall be the exclusive remedy for defective goods.

  • Zenn Design shall not be liable for incidental, consequential, or indirect damages.

  • Any refund issued shall not exceed the original purchase price of the product.

Nothing in this policy limits rights that cannot be excluded under applicable federal or state law.

8. Chargebacks & Payment Disputes

Customers agree to contact Zenn Design directly to resolve any concerns prior to initiating a chargeback or payment dispute.

Initiating a chargeback for custom, non-returnable goods where no defect exists may constitute breach of contract.

9. Governing Law

This Refund, Returns & Cancellation Policy is governed by the laws of the State of New York and applicable federal law, without regard to conflict of law principles.