Last Updated: 27th April 2026

At XZPACE®, we aim to deliver furniture that meets our highest standards of quality and craftsmanship. This policy explains how cancellations, returns, and warranty-related issues are handled for all purchases made on www.xzpace.com.

This policy forms an integral part of the XZPACE® Terms & Conditions and should be read in conjunction with the Warranty provisions contained therein.

1. Policy Scope & Philosophy

1.1 Scope
This policy applies to all purchases made on www.xzpace.com, including both Custom/Made-to-Order and Ready-Made Products.

1.2 Philosophy
Our goal is to be fair and transparent — protecting both the Customer and XZPACE® operational integrity, especially for custom-manufactured furniture.

2. Before Production

2.1 Cancellation Window
Customers may request cancellation of an order before production starts without penalty.

2.2 Refund
Full refunds are issued via the original payment method for cancellations confirmed before production commences.

2.3 Order Confirmation
Once production is confirmed by XZPACE®, changes or cancellations become subject to the deductions outlined in Section 3.

3. During Production

3.1 Partial Refunds
If a cancellation occurs after production has started, XZPACE® may deduct costs related to:

  • Materials purchased
  • Labor allocated
  • Production scheduling
  • Design fees

3.2 Amendment Requests
Changes requested during production may be accepted at XZPACE®'s discretion and may affect pricing and delivery timelines.

3.3 Non-Returnable Nature
Custom/Made-to-Order Products cannot be returned once production has begun, except in cases of a verified Manufacturing Defect. XZPACE® reserves the right to rectify or replace at its sole discretion.

4. After Delivery

4.1 Inspection Window
Customers have 1–2 days from the date of delivery to inspect the Product and raise any concerns.

4.2 Defect vs. Preference
Only verified Manufacturing Defects qualify for return, replacement, or repair. The following are not considered defects:

  • Minor variations due to natural materials (wood grain, color tone, texture, knots, patina)
  • Craftsmanship tolerances within accepted industry standards
  • Differences between digital renders, samples, and the final product

For the full definition of Manufacturing Defects, refer to Section 1.7 of the XZPACE® Terms & Conditions.

4.3 Claim Process
To raise a defect claim, the Customer must:

  • Submit written notice within 1–2 days of delivery
  • Provide clear photographs and a detailed description of the issue
  • Allow XZPACE® or its authorised representatives to inspect the Product before any return, replacement, or repair is approved
  • Cooperate fully with XZPACE® throughout the inspection and remedy process

4.4 Remedies
Where a valid Manufacturing Defect is confirmed, XZPACE® may, at its sole discretion:

  • Repair the Product or affected components
  • Replace the Product or relevant part
  • Issue a partial or full refund proportionate to the defect

4.5 Transportation Costs
Costs related to transporting the Product for warranty service may be the responsibility of the Customer unless otherwise agreed in writing with XZPACE®.

5. Non-Returnable Items

  • Custom / Made-to-Order Products — non-returnable once production begins, in all circumstances except a verified Manufacturing Defect.
  • Ready-Made Products — returnable only if they meet the verified defect criteria in Section 4.2.
  • Products damaged due to misuse, accident, or neglect.
  • Products altered, repaired, or modified by unauthorised third parties.
  • Site-fitted or installed products.
  • Discounted or clearance items.

Returned goods, if approved by XZPACE® in writing, must be unused and in their original condition, and are subject to inspection prior to any refund or credit being issued.

6. Refund Method & Timing

6.1 Method
Refunds are issued to the original payment method unless otherwise agreed in writing.

6.2 Processing Time
Approved refunds will be processed within 7–14 business days of XZPACE® confirming the return or cancellation.

6.3 Deductions
Any applicable deductions for cancellations during production will be clearly communicated and justified in writing prior to processing.

7. Warranty Reference

7.1 Coverage
This policy works in conjunction with the XZPACE® 1-year limited warranty as set out in the Terms & Conditions. Defective Products confirmed under the warranty are eligible for repair, replacement, or partial/full refund as defined therein.

7.2 Statutory Rights
This policy does not limit or exclude any statutory consumer rights available under applicable UAE consumer protection laws.

8. Customer Responsibilities

8.1 Delivery & Site Preparation
Customers must ensure proper access, measurements, and safe conditions during delivery and installation.

8.2 Evidence Submission
All defect claims must be supported by clear photographs and a written description submitted within the inspection window.

8.3 Cooperation
Customers must cooperate with XZPACE® for all inspections, repairs, or replacements. Failure to cooperate may result in the claim being rejected.

9. Governing Law & Jurisdiction

This Returns & Cancellation Policy is governed by the laws of the United Arab Emirates. Any disputes are subject to the exclusive jurisdiction of UAE courts.

By placing an order with XZPACE®, the Customer confirms full acceptance of this Returns & Cancellation Policy, the Terms & Conditions, and all associated policies published on the Website.