Pay with Klarna and Clearpay
Pay with Klarna and Clearpay
Effective Date: 04.04.2025
At Zenna Beds, we take pride in manufacturing bespoke, made-to-order beds crafted to your chosen specifications. As such, we have set clear terms for cancellations, returns, and refunds to ensure transparency and fairness for all parties involved.
All Zenna Beds products are individually handcrafted to your order. Because of this, once production has commenced, your order becomes non-refundable and non-returnable, except in cases where an item is confirmed to be faulty or incorrectly supplied.
We strongly recommend:
Reviewing all dimensions to ensure the product fits your intended space.
Ordering fabric samples in advance to confirm your preferred fabric and colour before purchasing.
Once your order has been placed and moved into production, it cannot be cancelled without incurring a cancellation fee. If an order is cancelled after production has begun but prior to dispatch, a 30% cancellation charge will apply to cover material, labour, and scheduling costs.
Due to the bespoke nature of our products, returns are not accepted for reasons including:
Change of mind
Incorrect measurements
Unsuitable size or colour selection
In exceptional cases and under our discretion, if a return is approved, the following conditions apply:
A £75 collection fee will be deducted from your refund.
The product must be returned in its original, reasonable condition, with no signs of use, damage, or staining.
If the returned item is damaged or in unsatisfactory condition, up to 75% of the order value may be deducted from the refund to cover loss of resale value.
Customers are also welcome to arrange their own return, in which case we will provide a designated return address.
It is the customer’s responsibility to ensure that all ordered items can be successfully delivered to the intended room. This includes measuring doorways, staircases, lifts, and hallways prior to placing your order.
If the delivery cannot be completed due to access restrictions, a £75 return fee will apply.
Standard delivery includes drop-off to the front door or ground-floor lobby.
For customers who have selected the assembly service, our delivery team will deliver to your room of choice (up to two floors via stairs, or higher if lift access is available).
If delivery is not possible due to access issues, the assembly fee is non-refundable, and a £75 surcharge may apply.
If you opt for packaging removal during assembly, and later request a return, you must source suitable packaging.
All items are thoroughly quality-checked prior to dispatch. However, in the unlikely event your order arrives damaged or faulty:
Inspect your items upon delivery and report any visible damage to the delivery team.
For concealed damage, notify our customer service team within 48 hours of delivery, including supporting photographs.
Reports made after 48 hours may not qualify for refund or exchange.
Faults reported within the appropriate timeframe will be assessed, and where appropriate, we will arrange a repair, replacement, or collection. All Zenna Beds products are covered by a 12-month manufacturer’s warranty against structural defects.
If a refund is due (for example, following an approved return or cancellation), the refund will be issued to the original payment method used at checkout. Please allow up to 5 working days for the funds to appear in your account once processed.
If you are unavailable at the time of delivery, a £75 redelivery fee will apply.
Delivery dates can be changed free of charge within 24 hours of confirmation. Any changes requested beyond this window will incur a £75 rescheduling fee.
If you qualify for a return and require us to collect the item, a £75 collection charge will apply and will be deducted from any applicable refund. Collections typically take 5–10 working days, and customers will be informed throughout the process.
If you require any clarification or assistance, our Customer Support Team is happy to help.
Email: info@zenna.co.uk
