Returns & Refunds Policy

Zenna is dedicated to ensuring that you are completely satisfied with your buy. We understand that there are times when the product delivered can not meet your expectations. The following policy will explain how you can return the products and get a refund.

1. Statutory Cancellation Right (14-Day Cooling-Off Period)

As per the regulations of Consumer Contracts, you have a right to cancel your order within 14 days of receipt of the product.

• Notification: You have up to 14 days beginning today to inform us about your decision to return your item.
• Condition: Any items you want to return should be in good condition, in their original packaging, and resaleable.
• Hygiene Exclusion: Items like mattresses, pillows, and mattress covers will not be accepted for refund due to hygiene issues if the sealed plastic cover is compromised. Before you open the clear package, please check your item.

2. How to Initiate a Return

In case you want to make a return, kindly contact our customer service team via  support@zenna.co.uk, include your order number, and the reasons for the return.

After processing your return request, you will have to return the goods. You can pick to:

• Set up your own delivery service.
• Ask our delivery partner to pick up your item (there will be a collection fee that will be taken from your final refund).

3. Damaged or Defective Items

We are very proud of the quality of our furniture. In case the item received by you is defective in any way, please contact us immediately within 48 hours.

• Evidence: For processing your claim, it is required that photographs be provided to us.
• Resolution: We will either replace the item for free or repair it, depending on the problem.

4. Refund Process

When we get your returned item and check it at our warehouse, we will start your refund.

• Timeline: Refunds usually take 7 to 10 business days to process after we receive your request.
• Method: The money will be returned to the same payment method you used when you bought it.
• Deductions: Please remember that delivery fees cannot be refunded. If you choose our collection service, the agreed fee will be taken out of your total refund.

5. Bespoke and Made-to-Order Goods

Our regular 14-day returns policy will not be applicable to products that have been created specifically for you, such as made-to-order furniture, or products that can only be obtained in specified sizes. Items that cannot be returned include products where production has already begun, except for products that are damaged on delivery.

6. Preparing Your Item for Collection

If we’re picking up something from your house, please make sure:

1. The item is taken apart (if it came in a flat box).
2. The item is put back in its original box to avoid getting damaged while being shipped.
3. The item is on the ground floor for our drivers.

Our drivers can refuse to pick up an item if it is not packed correctly or could be dangerous to health and safety.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us.

• Website: zenna.co.uk 
• Phone: 1924500081 
• Email: info@zenna.co.uk  
• Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.