Terms of service

TERMS OF SALE, SHIPPING, RETURNS & LIMITED WARRANTY

Effective Date: 01/02/2026

These Terms of/ Sale (“Terms”) govern all purchases from Zenn Design (“Zenn,” “we,” “us,” “our”) through our website or directly through our studio. By placing an order, you agree to these Terms.

1. MADE-TO-ORDER & CUSTOM PRODUCTS

Most Zenn Design products are custom and made to order.

All specifications (dimensions, finishes, fabrics, materials, configurations) are confirmed at the time of order approval.

Because our products are custom fabricated:

Measurements are approximate and may vary slightly due to material characteristics and fabrication tolerances.
Natural variations in wood grain, leather, velvet pile, woven textiles and dye lots are inherent and not defects.
Fabric shading, compression and tonal variation are normal characteristics.

Customers are encouraged to order material samples prior to final approval.

Custom goods are governed under the Uniform Commercial Code (UCC Article 2).

2. ORDER ACCEPTANCE & PAYMENT

Orders are subject to acceptance by Zenn.

We reserve the right to refuse or cancel any order prior to production.

Full or partial payment may be required before production begins.

If using third-party financing (e.g., Affirm, Afterpay US, Shop Pay Installments), your agreement is with that provider and subject to their terms.

3. CANCELLATIONS

Because items are custom made:

Orders may be cancelled within 48 hours of placement if production has not commenced.
After 48 hours, cancellations may incur a fee of up to 50% of the order total to cover materials, labor allocation and production scheduling.
Once production has commenced, orders are non-cancellable.

Custom window treatment deposits are non-refundable once materials have been ordered.

4. RETURNS & EXCHANGES

All custom and made-to-order sales are final.

We do not accept returns or exchanges for:

Change of mind
Customer-approved specification errors
Fabric dissatisfaction after delivery
Minor dimensional variations consistent with custom fabrication

Nothing in this section limits rights that cannot be waived under applicable law.

5. DAMAGED OR DEFECTIVE ITEMS

Upon delivery, you must inspect the product.

If damage or defect is identified:

Notify us within 48 hours at studio@zenndesign.com
Provide order number and clear photographs
Retain original packaging

If confirmed as a manufacturing defect, we will, at our discretion:

Repair
Replace
Or provide a refund of the defective portion

This remedy is the customer’s exclusive remedy to the fullest extent permitted by law.

6. SHIPPING & DELIVERY

Lead Times

Production timelines are estimates only and not guarantees. Delays caused by material shortages, freight carriers or events beyond our control do not constitute breach.

Delivery Methods

Large furniture items ship via freight and may include:

Threshold delivery
White-glove delivery (room placement and packaging removal).

Availability varies by region.

Access Requirements

Customers are responsible for:

Confirming doorway, hallway and elevator clearance
Reserving service elevators
Securing required building COIs
Ensuring safe access for delivery

If delivery cannot be completed due to undisclosed site constraints, customers may be responsible for reasonable redelivery or return freight charges reflecting actual costs incurred.

Risk of Loss

Risk of loss transfers upon delivery to the designated address. For white-glove service, risk transfers upon completion of placement.

7. LIMITED WARRANTY

Coverage

Zenn provides a limited warranty to the original purchaser:

5 years – Structural frames
1 year – Upholstery workmanship
1 year – Hardware and mechanisms

Applies to residential use only unless otherwise agreed in writing.

Exclusions

This warranty does not cover:

Normal wear and tear
Fabric fading or dye variation
Natural material characteristics
Improper use or cleaning
Commercial use (unless contractually agreed)
Damage not reported within 48 hours of delivery

Warranty Remedy

If a covered defect is confirmed, we will repair, replace or refund (at our discretion). Liability is limited to the original purchase price.

8. DISCLAIMER OF IMPLIED WARRANTIES

To the fullest extent permitted by applicable law, implied warranties (including merchantability and fitness for a particular purpose) are limited to the duration of the express warranty stated above.

Some states do not allow limitations on implied warranties; such limitations may not apply to you.

9. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Zenn shall not be liable for indirect, incidental, special or consequential damages arising from use of our products.

Some states do not allow exclusion of incidental or consequential damages; this limitation may not apply to you.

10. WEBSITE TERMS OF USE

By using our website, you represent that you are at least 18 years of age.

You agree not to:

Use the site for unlawful purposes
Violate intellectual property rights
Interfere with site functionality

All content, photography, designs and trademarks are the property of Zenn Design and may not be reproduced without written permission.

11. FORCE MAJEURE

We are not liable for delay or failure to perform due to causes beyond our reasonable control, including supply chain disruption, labor shortages, freight carrier delays, natural disasters or governmental actions.

12. DISPUTE RESOLUTION & ARBITRATION

Any dispute arising from these Terms or your purchase shall be resolved through binding arbitration administered in New York County, New York, in accordance with the rules of the American Arbitration Association.

You agree to waive any right to a jury trial.

You further agree that disputes shall be conducted on an individual basis and not as a class action.

This section does not prevent either party from seeking injunctive relief in court where appropriate.