At Zarah, we take pride in delivering high-quality products and professional installation services. This policy explains how we handle returns, refunds, and replacements for materials or workmanship issues related to our supply and fit services.

1. Eligibility for Returns or Refunds
   Because most of our work involves custom-made or cut-to-measure products, returns are generally not accepted once materials have been ordered, produced, or installed.

However, you may be eligible for a repair, replacement, or partial refund if:  

• The product or material is faulty or damaged before installation.
• The installation workmanship does not meet reasonable standards.
• The wrong product or design was supplied, based on the agreed quotation or order form.

 

2. Reporting an Issue If you believe there is a problem with your product or installation, please notify us as soon as possible. To report an issue, you can contact us via our ‘Contact Us’ page on the website. We recommend reporting within 14 days of installation so we can arrange inspection and resolution quickly.

 

3. Inspections and Resolutions After receiving your report: Our team may request photos or arrange a site visit to assess the issue. If the problem is confirmed to be due to product defect or installation error, we will offer one of the following at no extra cost:

• A repair or adjustment
• Replacement of the defective item(s)
• A refund (full or partial), depending on the situation

 

4. Non-Refundable Items and Situations Refunds or replacements will not be issued in the following cases:

• Changes of mind after materials have been ordered or fitted
• Damage caused by misuse, neglect, or alteration after installation
• Natural variations in colour, grain, or texture of wood, stone, or fabric materials
• Issues arising from conditions outside our control (e.g., structural movement, moisture damage, or customer-supplied measurements)

 

5. Deposits
   Deposits paid to secure materials or booking dates are non-refundable if the project is cancelled after materials have been ordered or work has started.
   If no costs have been incurred at the time of cancellation, we may, at our discretion, refund part or all of the deposit.

 

6. Refund Processing
   Approved refunds will be processed using the same payment method originally used. Please allow up to 14 business days from confirmation for processing.

 

7. Your Statutory Rights
   Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.
   If you are unsure about your rights or wish to discuss a concern, please contact our customer support team.