Returns and Refunds Policy
At Zenwood we work mainly with products manufactured and prepared to order, adapted to the specific needs of each project. For this reason, return conditions may vary depending on the type of product purchased.
Wood products and custom orders
Yakisugi and Termo-D wood products are manufactured and prepared specifically for each client and project. Once the order is confirmed, returns or cancellations are not accepted, except in the case of a manufacturing defect or error attributable to Zenwood.
Samples
Samples can only be returned if they have damage caused during transportation or manufacturing defects. Any incident must be reported within 7 days of receiving the order.
Accessories
Standard accessories, such as screws and battens, can be returned within 14 days of receipt, provided they are unused and in their original packaging.
Damaged products or incidents
If you receive a damaged or incorrect product, please contact our team as soon as possible by sending photographs and order information so that we can evaluate the issue and offer an appropriate solution.
Contact
For any questions related to returns, cancellations or incidents, you can contact us through: