Effective Date: 2025-11-30

This Return, Refund & Exchange Policy applies to all purchases made from Znoox Inc. (“ZNOOX”) through www.lemonchiffon-okapi-125660.hostingersite.com and all direct sales channels. By placing an order, the customer agrees to be bound by this Policy. This Policy forms part of the binding sales agreement between ZNOOX and the customer and must be read together with the Terms of Use, Warranty Policy, Furniture Use & Care Policy, and Delivery Terms & Policy.

All inquiries must be directed to:
support@lemonchiffon-okapi-125660.hostingersite.com

SECTION 1 – ORDER CANCELLATION (BEFORE DELIVERY)

1.1 Cancellation Before Delivery Scheduling Confirmation
If an order is cancelled before delivery scheduling is confirmed, the customer is eligible for a full refund. Approved cancellations are refunded within three (3) business days after approval.

1.2 Cancellation After Scheduling but Before Dispatch
If delivery has been scheduled but the order has not been dispatched and is not in transit, cancellation may be approved at ZNOOX’s sole discretion. If approved, a full refund will be processed within three (3) business days after approval.

1.3 Orders in Transit
Once an order has been dispatched or is in transit, cancellation is not permitted.

1.4 Custom or Personalized Orders
Custom-made or personalized items cannot be cancelled once production has commenced.

SECTION 2 – DELIVERY INSPECTION & DAMAGE POLICY (STRICT)

2.1 Mandatory Inspection
During delivery, ZNOOX staff may unbox, position, and assemble furniture where applicable. The customer must inspect all items carefully at the time of delivery and before signing the delivery confirmation form.

2.2 Damage Claims
All damage must be identified and reported before signing the delivery confirmation form and before the delivery team leaves the premises.

Once the delivery confirmation form is signed and the delivery team has departed, no damage claims of any kind will be accepted. This includes, without limitation:

  • Cosmetic defects
  • Surface damage
  • Structural damage
  • Assembly issues
  • Any visible or reasonably discoverable issue at delivery

SECTION 3 – RETURN & EXCHANGE REQUEST WINDOW (THREE CALENDAR DAYS ONLY)

3.1 Submission Deadline
All return and exchange requests must be submitted within three (3) calendar days from the date of delivery.

This three-day period applies strictly to the submission of the request. Requests submitted after three (3) calendar days will not be accepted, except where required by applicable law.

3.2 Pickup Scheduling
Customers may submit a return or exchange request within the three-day window and wait for ZNOOX or its approved carrier to schedule pickup. The pickup date does not extend the three-day submission deadline.

SECTION 4 – INCORRECT ITEM

If a customer receives an incorrect item, the customer must submit a claim within three (3) calendar days of delivery.

The claim must include:

  • Clear photographs of the item
  • A written explanation of the issue

If verified, ZNOOX will provide a resolution (return or exchange) in accordance with this Policy.

SECTION 5 – RETURN ELIGIBILITY CONDITIONS

To qualify for a return or exchange, the item must:

  • Be unused
  • Be unaltered
  • Be in original condition
  • Be free from scratches, dents, stains, tears, odours, or any damage
  • Not show signs of misuse, improper cleaning, or environmental damage

ZNOOX reserves the right to deny any return that does not meet these conditions.

Non-returnable items include:

  • Gift cards
  • Final sale items
  • Clearance or liquidation items (unless required by law)
  • Custom-made or personalized products, once production has begun
  • Products damaged due to misuse, improper handling, or unauthorized commercial use

SECTION 6 – RETURN & EXCHANGE TRANSPORTATION (ZNOOX-APPROVED ONLY)

All returns and exchanges must be transported exclusively through a carrier or logistics company approved by ZNOOX.

The following are not permitted:

  • Customer-arranged shipping
  • Self drop-offs
  • Third-party freight arranged by the customer
  • Any unapproved transportation method

Customers must obtain written return authorization from ZNOOX before pickup is scheduled.

Returns without prior authorization may be refused.

SECTION 7 – RETURN & EXCHANGE FEES (ZONE-BASED)

Return and exchange transportation costs are the responsibility of the customer.

Fees vary based on:

  • Delivery zone
  • Distance
  • Accessibility conditions
  • Service requirements

To obtain current fee information, customers must contact:
support@lemonchiffon-okapi-125660.hostingersite.com

SECTION 8 – REFUND PROCESSING

8.1 Inspection Requirement
All returned items are subject to inspection upon receipt by ZNOOX.

8.2 Processing Timeline
Approved refunds are processed within five (5) to ten (10) business days after the returned item is received and inspected.

8.3 Refund Method
Refunds are issued to the original monetary payment method only.

The following are not refundable in cash:

  • Store credits
  • Promotional credits
  • Trade-In credits
  • Any non-cash applied offsets

Banking or financial institution delays are outside ZNOOX’s control.

SECTION 9 – TRADE-IN PROGRAM IMPACT (IF APPLICABLE)

If the purchase involved the ZNOOX BC Trading Program:

  • Only the actual cash amount paid by the customer is eligible for a refund.
  • Trade-In credit is non-refundable and non-convertible to cash.
  • Ownership of traded-in items permanently transfers to ZNOOX upon collection.
  • If a return or exchange occurs, the Trade-In credit remains applied and will not be recalculated or refunded.
  • Customers remain responsible for all Trade-In-related transportation and operational costs if the transaction is reversed.

SECTION 10 – FRAUD PREVENTION

ZNOOX reserves the right to refuse returns, exchanges, or refunds in cases of reasonably suspected fraud, abuse of policy, or material misrepresentation.

SECTION 11 – LIMITATION OF LIABILITY

To the fullest extent permitted by law, ZNOOX shall not be liable for incidental, indirect, or consequential damages arising from the use, misuse, return, or exchange of its products.

SECTION 12 – POLICY UPDATES

ZNOOX reserves the right to modify this Policy at any time. The most current version will be available on the Website.

Continued use of ZNOOX services constitutes acceptance of the updated Policy.