Return Policy

Custom Furniture Returns

All furniture we create is custom-made to your specifications. Because each piece is designed and built specifically for you, standard return policies do not apply. This policy outlines the conditions under which projects may be cancelled or refunds may be provided.

Project Cancellation

Cancellation Before Fabrication Begins

If you wish to cancel your project before fabrication begins, please contact us as soon as possible. Cancellation terms will be specified in your project agreement. Generally:

• If cancellation occurs after design approval but before materials are ordered, a cancellation fee may apply to cover design and administrative costs
• If cancellation occurs after materials have been ordered, you may be responsible for material costs in addition to any applicable cancellation fees
• Any deposits paid will be applied toward cancellation fees and costs
• Refunds, if applicable, will be processed within 30 business days of cancellation confirmation

Cancellation After Fabrication Begins

Once fabrication has begun, cancellation becomes more complex. We will work with you to find a solution, but please be aware:

• You may be responsible for costs incurred up to the point of cancellation, including materials, labor, and overhead
• The completed portion of the work may become our property, or we may offer to complete the piece at reduced cost
• Each situation is evaluated individually, and we will discuss options with you

Defects and Quality Issues

Inspection Upon Delivery

We encourage you to inspect your custom furniture carefully upon delivery. Please examine the piece for any defects, damage, or issues that deviate from the agreed specifications. Any concerns should be reported to us immediately, preferably within 48 hours of delivery.

Quality Assurance

We stand behind the quality of our workmanship. If you discover a defect in materials or workmanship that is our responsibility, we will work with you to resolve the issue. Options may include:

• Repair of the defect at no cost to you
• Replacement of defective components
• In exceptional cases, full or partial refund as determined on a case-by-case basis

What Constitutes a Defect

A defect is considered to be:

• Structural failure due to workmanship errors
• Material defects that were not apparent during material selection
• Failure to meet agreed specifications
• Damage that occurred during our care, fabrication, or delivery

What Does Not Constitute a Defect

The following are normal characteristics and do not constitute defects:

• Natural variations in wood grain, color, or texture
• Minor seasonal expansion or contraction of wood
• Normal wear and tear
• Damage resulting from misuse, abuse, accidents, or improper care
• Changes due to environmental factors beyond our control
• Minor differences in finish color due to natural material variations

Refund Conditions

Eligibility for Refunds

Refunds may be available in the following circumstances:

• Project cancellation before fabrication begins, subject to cancellation fees
• Our inability to complete the project as agreed through no fault of the customer
• Significant defects that cannot be repaired or that fundamentally compromise the piece
• Failure to deliver within the agreed timeframe, where such failure is entirely our responsibility

Refund Amount

The refund amount will be determined based on:

• Costs incurred up to the point of cancellation or issue discovery
• The nature and extent of any defects
• Terms specified in your project agreement
• Fair assessment of work completed and materials used

Refund Processing

If a refund is approved:

• Refunds will be processed to the original payment method whenever possible
• Processing time is typically 30 business days from approval
• We will notify you when the refund has been processed
• Any furniture returned must be in the condition it was received, unless return is due to defects

Delivery Issues

Damaged During Delivery

If your furniture arrives damaged due to shipping or delivery issues:

• Please document the damage with photographs
• Contact us immediately, ideally within 24 hours of delivery
• We will work with you to assess the damage and determine the best course of action
• We will arrange for repair, replacement of damaged components, or other appropriate resolution

Delivery Refusal

If you refuse delivery of your custom furniture without a valid reason (such as damage or specification errors), you may be responsible for:

• Full payment as agreed in your project contract
• Additional storage and handling fees
• Costs associated with attempting to resell the piece

Changes and Modifications

After delivery, if you wish to have modifications made to your custom furniture, please contact us to discuss. Modifications are treated as new work and will be priced accordingly. Modifications requested shortly after delivery may be more feasible than those requested after significant time has passed.

Dispute Resolution

If you have concerns about your custom furniture or our service, we encourage you to contact us directly. We are committed to working with you to resolve any issues fairly and reasonably.

If we cannot resolve a dispute through direct communication, you may have rights under Canadian consumer protection laws. We recommend reviewing your project agreement for specific dispute resolution procedures.

Limitation of Liability

Our liability is limited as outlined in our Terms of Service. This Return Policy should be read in conjunction with those terms. Refunds and returns are subject to the limitations and conditions stated in your project agreement.

Warranty Coverage

Our warranty covers defects in materials and workmanship under normal use conditions. Warranty terms are specified in each project agreement and typically include:

• Structural Defects: Coverage for structural failures due to workmanship errors for a specified period (typically 1-2 years)
• Material Defects: Coverage for material defects that were not apparent during selection
• Finish Issues: Coverage for finish problems that occur under normal use conditions

Warranty claims must be made in writing and include photographs documenting the issue. We will inspect the piece and determine the appropriate remedy, which may include repair, replacement of components, or other solutions as appropriate.

Care and Maintenance

Proper care and maintenance are essential for preserving the beauty and functionality of your custom furniture. We provide care instructions with each piece, which typically include:

• Recommended cleaning methods and products
• Guidelines for protecting surfaces from damage
• Information about environmental factors that may affect the furniture
• Recommendations for periodic maintenance

Failure to follow care instructions may void warranty coverage. Damage resulting from improper care, misuse, or neglect is not covered under warranty or return policies.

Special Orders and Customizations

Because all our furniture is custom-made, standard return policies do not apply. However, we understand that circumstances may change, and we work with clients to find reasonable solutions when possible.

If you need to modify or cancel a project after it has begun, we will:

• Assess the current state of the project
• Calculate costs incurred to date
• Discuss options for moving forward, including modifications, delays, or cancellation
• Provide a clear breakdown of any fees or costs associated with changes

Contact Us

If you have questions about this Return Policy or need to discuss a return, cancellation, or refund, please contact us:

Zenwaxhandmade
8830 Jane St, Concord, ON L4K 2M9, Canada
Phone: +1 905-660-4669
Email: info@zenwaxhandmade.world

We recommend putting cancellation or return requests in writing via email to ensure clear communication and documentation. Please include your project reference number, if available, and a detailed description of your concern or request.

For urgent issues, such as damage discovered immediately upon delivery, please call us directly so we can address the situation promptly.