Refund Policy
RETURN POLICY
We want you to be completely satisfied with all items purchased through ZOI Home. We encourage you to reach out to our Customer Support team at support@zoihome.com for product details, and estimated ship dates prior to placing your order.
NON-RETURNABLE ITEMS
ZOI Home does not accept returns or exchanges on the following items: furniture, artwork, mirrors, lighting, sale items, or gift cards. Returns will not be accepted for the following reasons - item to large, wrong dimensions, incorrect fit, etc.
Furniture orders may be canceled within 48 hours of submitting the order or from date of Status Update notification if availability is not available on the product description. After the 48-hour cancellation window, orders may be cancelled and refunded for store credit only if the order has not been queued for shipment. Orders may not be canceled, edited, or put on hold once it has been queued for shipment under any circumstance.
RETURN POLICY
For returnable items, you may submit a request within 14 days of receiving your order to support@zoihome.com. All returns will be charged a 25% restocking fee. The restocking fee will be taken out of the total eligible refunded amount for the product.
Customers are responsible for return shipping and initial shipping charges are nonrefundable. Refunds are made to the original method of payment. Please allow 3-5 business days from the date of receipt to conduct a quality control review and issue a refund.
All authorized returns must be packed securely and in their original and new condition. Once a refund has been issued, you will be notified via email. Please allow up to 10 business days for the refund to post back to your account.
Returns that are not approved in advance or are damaged or not in their original condition when we receive them, will not be eligible for a refund.
BACKORDERED ITEMS
Please note, estimated ship dates all are subject to change. Our team will communicate updates on backordered or delayed items through a status update. All backordered or delayed items are eligible for cancellation before your order is queued for shipment. Once your order has been queued for shipment, no changes (e.i. address, quantity, cancellation) may be made to the order.
All availability is subject to change without notice either before or after the given date. Please reach out to support@zoihome.com for any questions regarding the availability of a product.
*In-stock items lead times are also subject to delays due to the high volume of orders during the holiday season.
DAMAGED ITEMS
All items are carefully inspected prior to shipment, but damages may occur in transit. We ask that you inspect your pieces upon delivery. If a defect is discovered, please document the damages with the original packaging. We reserve the right to repair the product if applicable to the claim and the product can be restored to new condition.
If proof of delivery is required for a damaged shipment it is important that the condition is documented on the Bill Of Lading (BOL) or Proof Of Delivery (POD) and recorded with photos in the original packaging.
A claim form must be filled out in order to be recognized and resolved. Claims that are brought up via any other communication platform will not be considered as an issue and may not be resolved. The day a claim form is filled out is the day the issue is recognized and will be put into review for reconciliation. All damage claims must be submitted to our Claims Department by contacting Support@zoihome.com here within 5 days of the delivery and they will provide you with a claims form to fill out. All claims that are filed after 5 days may be denied reconciliation. Claims will not be accepted without images of original packaging. We appreciate your understanding.
CANCELLATIONS
Orders canceled within 48 hours of the order being placed may be refunded in full to the original form of payment. After the 48-hour cancellation window, orders may be canceled and refunded for store credit only as long as the order has not been queued for shipment. Orders cannot be canceled if the order has already been queued for shipment or has been shipped, outside of the 48-hour cancellation window. In the case of a delayed backorder date, customers may cancel their order for a full refund to the original form of payment within 48 hours of any notification of a delayed restocking date.
All cancellations MUST be confirmed with our team to be considered valid.
Any refusal of delivery, or cancellations made after an order has been queued for shipment will be refunded in the form of store credit excluding a 25% restocking fee and original shipping costs if items in the order have shipped.
*In the rare case an item is discontinued on an order, it will be automatically refunded in the form of store credit.
DAMAGED PRODUCT
Damages to the merchandise while in transit, or defects in manufacturing are rare, but occasionally do happen. Should your piece arrive with a defect or damage we will do our very best to have a replacement shipped out to you as soon as possible.
Please fully inspect your furniture at the time of delivery and note any damage or defect to our customer experience team within 48 hours of receipt, so that we may file a claim and include it in your delivery documents.
REFUSAL OF DELIVERY
If you refuse your delivery, the piece(s) will be brought back to the local delivery terminal and the order will be refunded in store credit. You will be charged a 25% restocking fee, and all original shipping charges will not be refunded. The fees and charges will be taken out of the total cost of the order and refunded in store credit. Please note, we are not obligated to refund any cost of a refused order.
Furniture that is refused due to non-damage or defect related feedback will be non-refundable to the original form of payment. If the delivery service schedules a delivery with the homeowner but the homeowner is not there, upon delivery, they will be subject to fines.
RISK OF LOSS
We will assume risk of loss up until the point of delivery either through our company or our designated shipping agent. You will be responsible for all risk of loss for non-defective merchandise after delivery by us.
We are always striving to become a better company and as a result of customer feedback and real-world experiences, our Return Policy may be changed at any time at our sole discretion. Your purchase will be made under the Return Policy that was in effect at the date of your purchase.
