GENERAL POLICY:

At xzpace® we strive for complete customer satisfaction. However, due to the made-to-order and custom-made nature of our products, our return and refund policy is designed to be fair while protecting our artisans and business operations.

Conditions:
1. All refunds will go back to the original payment method.
2. Delivery Fees are non-refundable unless we made an error.
3. Legal disputes shall be handled under UAE consumer protection laws.

Key Principles for Refunds, Returns and Cancellations:
 1. Custom & Made-to-Order Items – Non-returnable (unless defective).
 2. Ready-Made Furniture – Eligible for return under strict conditions.
 3. Hygiene & Assembled Items – Final sale (no returns).
 4. Defective/Damaged Products – Full refund or replacement.

       A. PRODUCTION TIMELINE
           - Custom and made-to-order items require 2 - 3 weeks for production, depending on the complexity, design and materials availability.

      B. PAYMENT AND CANCELLATION
           - Custom pieces are non-refundable unless there is a manufacturing defect.
           - Defect claims must be made within 7 days of delivery.

       C. RETURNS AND EXCHANGES
           - Custom pieces are non-refundable unless there is a manufacturing defect.
           - Defect claims must be made within 7 days of delivery.

      RETURNS AND REFUNDS:

      A. ELIGIBILITY FOR RETURN (CONDITIONS APPLY)
          - Ready-made furniture : Must be unused, original packaging, within 5 - 7 days.
          - Wrong item received : Full refund + free return pickup (UAE only).
          - Manufacturing defects : Report within 24 hours with clear photo/video proof.

      B. NON RETURNABLE ITEMS
         - Custom-made furniture (tailored to your specifications).
         - Mattresses, pillows, upholstered items (hygiene issues only).
         - Assembled / installed furniture (cannot be resold).
         - Clearance, discounted, or final-sale items.

      C. RETURN PROCESS
         - Contact us within 24 hours of delivery:
                 Email:                  outreach@xzpace.com
                 WhatsApp:        +971 55 103 5644 or +971 56 281 6151
         - Provide a clear proof (photos/videos of issue).
         - Approval: Our quality team reviews within 5 business days.
         - Resolution: Refund (14 business days) / Replacement (shipped in 7-14 days).

       ⚠️   Restocking Fee: 15% for non-defective returns (covers inspection & repackaging).

      CANCELLATION POLICY:

      A. ORDER CANCELLATION FEES
          - 7% deduction from total order amount If canceled before production starts Within 48 hours of order.
         - 10% deduction if canceled up to 3 working days before delivery.
         - 25% deduction if canceled on the delivery date.
         - If delivery has already been attempted, delivery charges will be deducted.

      B. NON CANCELLABLE ITEMS
         - Custom furniture (sofas, beds, dining sets, etc)
         - Mattresses, bedding, cushions (hygiene reasons).
         - Clearance/sale items.

         No cancellations allowed for sofas, beds, mattresses, and bedding.

      A. NOTIFICATION PROCESS
         - Report immediately
         - Do not accept the delivery if visibly damaged.
         - Evidence required: Unboxing video or clear photos.

      B. RESOLUTION OPTIONS:
         - Full refund (processed within 14 Business days).
        - Free replacement (subject to availability).
        - Store credit (if preferred).

      A. STANDARD WARRANTY
       - xzpace® offers a 1 year limited warranty on all furniture items, covering manufacturing defects and structural integrity (not from misuse).

      B. WARRANTY EXCLUSIONS:
         - Damage from improper use (e.g., excessive weight, liquid spills).
         - Natural wear & tear (fabric fading, minor scratches).
         - Modifications by unauthorized repair services.

         - Free assembly for UAE orders.
          - Inspect upon delivery – Refuse if damaged (take clear photos/videos as proof).
         - International orders (limited to the GCC) are subject to customs fees (non-refundable).

      A. DELIVERY LOCATIONS
         - xzpace® delivers across the UAE and offers international shipping to GCC countries.
         - While we do not at this time have an overseas shipping partner, we are happy to assist on a case by case basis should the need arise.

      B. LEAD TIME
         - In-stock Items: 5-7 business days within the UAE.
         - Custom & Made-to-Order Items: 2 - 3 weeks, depending on designs and materials availability.
         - International Deliveries: Estimated 28 - 35 business days, subject to customs processing.

       C. DELIVERY FEES
         - UAE Deliveries: Charges depend on location and item size.
         - GCC & International Deliveries: Shipping fees vary and are confirmed after order placement.
         - Customers are responsible for customs and taxes in their country.

       D. ASSEMBLY SERVICES
         - Free for eligible furniture orders within the UAE.
         - Not available for international deliveries.

      A. SAMPLES AND NATURAL MATERIAL VARIATIONS
       - Our woods and other raw materials are all derived from natural materials.
       - This means that although the material you select will be the same, each piece may have different characteristics, grain patterns and markings.
       - Some pieces may also have natural knots, surface etches, oxidation, mineral staining and natural line patterns.

      B. WOOD, FABRIC AND HANDICRAFT ITEMS:
        - Grain patterns, color shades, and textures may vary slightly.
        - Minor knots, mineral stains, or natural markings are not defects.

           Email:                          outreach@xzpace.com
           Whatsapp:                +971 55 103 5644
                                                 +971 56 281 6151
           Response Time:       1-3 working days