Refund policy
CANCELLATIONS & RETURNS POLICY
Shop with Confidence at Zin Home
At Zin Home, we want you to feel inspired and confident when choosing pieces for your home. We are committed to providing a seamless shopping experience and stand behind the quality of our curated collections. While we hope you’ll love every unique item you purchase, we understand that sometimes a piece may not be the perfect fit for your space. Our team is here to support you every step of the way to ensure you are completely satisfied with your Zin Home experience.
Below, we have outlined our guidelines for canceling or returning merchandise and working with our Customer Care team to resolve any issues.
Cancellations
Most items can be canceled without penalty before they have begun processing for shipment. Depending on item availability,* we recommend adhering to the following guidelines:
In-Stock Items
We attempt to accommodate all cancellation requests for in-stock items, but cannot offer a guarantee. Please submit your cancellation request no less than 24 hours from the time your order was placed.
Backordered Items
Please submit your cancellation request no less than 2 weeks before an item is estimated to arrive back in stock. Given the dynamic nature of international shipping, back-order dates are estimates and subject to change. Please contact our Customer Care Team for an update on your backorder date prior to requesting cancellation.
Made-to-Order Items
These items cannot be canceled, as they are immediately submitted for production and built to your specifications. Thank you for your understanding.
Things to Note:
- A request for cancellation does not immediately confirm the cancellation of your order; this process may take up to 72 hours to complete.
- If a cancellation cannot be processed and delivery is refused, the order will be treated as a return and any applicable shipping fees will be deducted from the refund.
- If a product is listed incorrectly or sold at an incorrect price, we reserve the right to refuse or cancel the order.
Returns
Visit the Returns tab on each product page to review an item’s return eligibility.
Return requests for all items—including small parcel, freight, and LTL shipments—must be submitted and/or postmarked no later than 7 days from the shipment's delivery date. To qualify for a return, an eligible* item must be returned in its original condition and original packaging**. Please contact our Customer Care Team at info@zinhome.com before returning items to receive appropriate instructions. Items received without a Return Authorization will be sent back to the customer at the customer's expense.
Once your return is approved, we will send you a return label with instructions within 2-4 business days.
*The following items are ineligible for returns:
- Items without original packaging.
- Any items marked as non-returnable on the product page.
- Items marked as “custom” or “made-to-order.”
- Opened bedding (pillows, inserts, covers, throws, duvets, and poufs).
- Any item that has been altered (installed lighting, painted, cut, etc.).
- Samples, upholstery swatches, or finish chips.
- Price-matched orders, antiques, vintage, or one-of-a-kind items.
- Gift cards and Open Box items.
- White Glove Delivered Items***.
Fees
Store Credit – Opt to receive a refund in the form of store credit. Any initial shipping fees or delivery fees associated with your order are non-refundable.
Original Form of Payment – Opt to receive a refund back to your original form of payment. The initial cost of outbound shipping or delivery fees charged are non-refundable. Additionally, it is the customer’s responsibility to pay for return shipping back to Zin Home. These shipping costs will be deducted from the final refund total.
Things to Note:
- Return shipping fees vary based on location, size, and weight of the item.
- All freight return pick-ups are scheduled on Thursday between 10 am - 2 pm; you must be present to release your return.
- **If an item is found to be in used, opened, or altered condition, Zin Home reserves the right to refuse the return and refund.
- ***Orders delivered via White Glove service are not eligible for return. If you are unsatisfied at the time of delivery, you must request that the carrier leave the original packaging. If packaging is not retained, the order is ineligible for return.
Lost or Stolen Packages
Before opening an investigation, please verify the delivery destination in your tracking, search the surrounding property, and check with neighbors or property managers.
Things to Note:
- Zin Home will assist with tracing claims, but we do not accept liability for packages with photographic proof of delivery or those that have been signed for.
- All freight shipments require a signature. If you waive this requirement, your right to a claim is forfeited.
Damages, Defects & Incorrect Items
Zin Home strives for perfection, but we will always take care of items that are not up to standard. Any irregularities must be reported to Zin Home within 7 days.
Please inspect your shipment upon delivery. If there is obvious damage to the packaging for Freight or LTL orders, note it on the delivery paperwork and contact us within 7 days. If you refuse delivery due to damage, please take clear photos before the delivery team departs.
Our Customer Care Team will work with you to secure a discount, schedule a repair, provide replacement parts, or arrange for a full replacement, in that order. Please note that resolution options may be limited if original packaging is not available.
Additional Things to Note
Product Variation & Natural Wood
We strive to accurately represent our products, but slight variations in dimension, finish, or detail may occur. Many of our products are crafted from natural materials like solid hardwoods (mango, reclaimed wood) and stone, which feature unique grain patterns, knots, and color tones. These are expected characteristics of high-quality natural materials and are not considered defects.
Wear & Tear & Care
Some deterioration is expected over time with general use. It is important to follow all care guidelines provided with your item. Zin Home cannot repair, replace, or credit any product subjected to improper care, abuse, or general wear and tear.
Measurements
Please measure your delivery path (doors, elevators, stairwells) before ordering. If delivery is refused due to sizing, the order will be treated as a return and applicable shipping fees will apply.
For any questions or concerns, please contact our Customer Care Team at info@zinhome.com.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@zinhome.com. Please note that return adress will be provided.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@zinhome.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@zinhome.com.