Returns & Exchanges

 

Returns and exchange policy

Online Orders

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.

Returns and exchanges must be returned immediately after cancellation.

The right to return products does not apply to:

  1. Custom-made and made to order products
  2. Used products
  3. If we detect animal fur, hair or stains on the product(s) that will automatically result in a decision not to accept the return.

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

A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.

Please note that the return shipping costs are the responsibility of the customer.

The return address is:

Zoco Home
Carretera de Mijas 3.6km
29650 MIJAS, Spain

Add your order number as reference.

In-Store Purchases

If you have purchased from any of our Showrooms, you have 14 days from the date of purchase to exchange the product/s in the store of your preference. You can choose to exchange the product/s for another product/s or get the amount reimbursed into a Zoco Home Gift Card to be used for future purchases online and in-store which is valid for 12 months from issuing. 

The right to return products does not apply to:

  1. Custom-made and made to order products
  2. Used products
  3. If we detect animal fur, hair or stains on the product(s) that will automatically result in a decision not to accept the return.

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

A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.

Packaging instructions

Please pack all product(s) in their original shipping box or in an equivalent shipping box. Please note that the only physical location to return the items is our Mijas Showroom.

If you use the original shipping material, please remove old shipping labels, stickers and other notes to avoid confusions.

Please note the following when packing the product/s for shipping:

Fragile items

  • Use extra padding material to protect the product(s) from damage.
  • 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.
  • Use clear tape or a plastic sleeve to stick the shipping label on the box.

Sealing

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

Refunds

The amount refunded for returned products is always reimbursed according to the payment method used for the order.

Once receiving the return, we will check on the condition of the product and make a decision on the validity of the return. (See Returns and Exchanges Policy - Online above for unacceptable returns). 

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. 

If any faults are detected in the condition of the product, our customer service will be in contact with you.

The amount will be reimbursed within 7 days of receiving the returned product at our warehouse.

NOTE: We would like to inform that, according to the current law, we are not obligated to issue refunds in cases of events beyond our control, such as natural disasters or accidents.