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Returns & Exchanges

Returns and exchange policy

We hope that you will be happy with your Zoco Home order, but of course all clients have the right to return or exchange any product within 14 days of delivery, if this is not the case.

If you wish to return your order please contact our customer service at info@zocohome.com.

Please see below for further instructions and terms and conditions regarding returns/exchanges.

 

Returns of non-defective orders are valid if:

  1. You have cancelled the order according to the terms and conditions and notifying Zoco Home within 14 days of delivery.
  2. The product has not been used.
  3. The product is in the condition that the customer received it in, including all parts of the product. Items needing assembly should be returned unassembled.
  4. The item has been repackaged in its original or an equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.
  5. The item must be returned immediately after cancellation. 

Textile products will only be accepted if they are completely new and unused. 

  1. If we detect animal fur, hair or stains on the product(s) that will automatically result in a decision not to accept the return.

The right to return products does not apply to:

  1. Custom-made products which are ordered especially from the manufacturer according to the customer's wishes.
  2. Used products.

 

Returns of defective orders

If you receive a damaged shipment, you must report any incident on the driver's delivery note if you notice signs of damage to your shipment or if you see any of the following:

1. The palettes and/or boxes are not standing upright.
2. The products are visible/not packaged correctly.
3. Visible signs of pressure or damage to the palette and/or boxes.

If you accept a damaged delivery and do not leave an incident report on the delivery note, you may not be eligible for a refund if the products inside are damaged.

Once you have received your delivery, please check for any missing or damaged products. 

If you have any damaged or missing products please contact us via email to info@zocohome.com within 3 days of delivery with your name, order number and attach clear pictures of the products, packaging and shipping box if possible.

 

Packaging instructions 

Please pack all product(s) in their original shipping box or in an equivalent shipping box.

If you use the original shipping material, please remove old shipping labels, stickers and other notes. Also, use clear tape or a clear plastic sleeve. 

The return address is:

Zoco Home
Carretera de Mijas 3.6km
29650 MIJAS
Spain

Please note the following when packing the product(s) for shipping: 

Fragile items 

  • Use extra padding material to protect the product(s) from damage.
  • If possible, label the shipping box as “fragile”. 

Packaging 

  • Pack the product(s) in a high-quality shipping box in addition to the original product packaging.
  • The item should not touch the sides of the box: leave enough room around it and fill the area between the product and the box with extra packaging material. 

Sealing 

  • Use strong tape.
  • Close the box and seal the packaging.
  • Reinforce the corners and edges of the box if necessary.

Zoco Home is not responsible for return shipping/delivery fees.

 

Refund

Once receiving the return, we will check on the condition of the product and make a decision on the validity of the return. (See above for unacceptable returns)
If any faults are detected in the condition of the product, our customer service will be in contact with you.

If the return is accepted, the amount will be reimbursed within 14 days of receiving the returned product at our warehouse. Product returns are processed in the order in which they arrive. 

  • If the returned product has been used, damaged or is otherwise unsuitable for resale, Zoco Home carries the right to charge a fee for loss of value up to the full price of the product.
  • The amount refunded for returned products is always reimbursed according to the payment method used for the order.
  • Shipping/local delivery/installation costs will not be returned.