ZORMOO FURNITURE

RETURN & REFUND POLICY

Effective Date: August 2026

1. Our Return Commitment

At Zormoo Furniture, we want you to shop with confidence.

We understand that furniture is an important purchase for your home. That is why we offer a 30-Day Return Policy on eligible products, starting from the date of delivery or customer pickup.

Because furniture products are large, heavy, and require special packaging, handling, and transportation, returns must meet certain eligibility requirements to ensure that products remain safe, complete, and suitable for resale.

Our 30-Day Return Policy is not a furniture trial period, unconditional return policy, or satisfaction guarantee.

Customers may reasonably open the packaging to inspect the product. Opening the package for inspection alone does not automatically make the product ineligible for return.

2. 30-Day Return Eligibility

If you change your mind, eligible products may be returned within 30 days of delivery or customer pickup, provided that all of the following conditions are met:

• The product has not been used;

• The product has not been assembled or installed;

• The product remains in new or like-new, resalable condition;

• The original packaging, protective materials, and major packaging components have been properly retained;

• The product can be safely returned using the original packaging or other suitable packaging accepted by Zormoo Furniture;

• All original parts, hardware, accessories, and components are complete;

• The product has no stains, odors, scratches, wear, damage, or other conditions affecting resale;

• Valid proof of purchase is provided;

• The product is not identified as non-returnable under this policy.

All returns require prior authorization from Zormoo Furniture.

Returning merchandise without prior approval does not constitute an accepted return.

Once returned merchandise is received, Zormoo Furniture will inspect the product and confirm return eligibility before processing any refund.

3. Opening, Assembly and Use

Reasonable Package Inspection

Customers may reasonably open the packaging to inspect:

• Product color;

• Material;

• Appearance;

• Product model;

• Components;

• Visible damage.

Reasonable inspection of the product does not, by itself, make the product ineligible for a 30-day return.

However, the product must remain complete, unused, unassembled, and suitable for resale.

Customers should retain the original packaging, foam, protective materials, and other major packaging components whenever possible.

If the product or packaging is materially damaged by the customer in a way that prevents safe transportation or materially affects resale condition, the product may no longer qualify for a standard return.

Assembled or Used Products

Products that have been:

• Assembled;

• Installed;

• Used;

• Disassembled after assembly;

• Modified;

• Drilled;

• Repaired;

• Damaged during customer handling, installation, or use;

are generally not eligible for a change-of-mind return.

The 30-Day Return Policy is not a furniture trial period.

Verified manufacturing defects, delivery-related damage, incorrect merchandise, or missing components will be handled under the product issue provisions of this policy.

4. Change of Mind and Personal Preference

We encourage customers to carefully review product dimensions, colors, styles, materials, and intended use before purchasing.

The following are not considered manufacturing defects:

• Change of mind;

• No longer needing the product;

• Personal preference regarding color, style, or material;

• Firmness, seating feel, or comfort preference;

• The product not matching existing décor;

• Customer measurement errors;

• Product dimensions not being suitable for the intended space;

• Inability to move the product through doors, staircases, hallways, or elevators;

• Inability to place the product in the intended location;

• Finding another product or a different price after purchase;

• Moving or changes in personal circumstances;

• Other reasons unrelated to product quality.

Returns for these reasons may only be considered when the product continues to satisfy all requirements under Section 2.

5. Product Measurements and Home Access

Customers are responsible for verifying product dimensions and access conditions before purchase, including:

• Product width, depth, height, and length;

• Doorways;

• Hallways;

• Staircases;

• Elevators;

• Corners and turns;

• The intended placement area.

Where the actual product dimensions are substantially consistent with the information provided at the time of purchase, inability to fit the product into the customer's home or intended space is not considered a product defect.

Any resulting return transportation, redelivery, additional handling, or service costs are the customer's responsibility.

If you are unsure about product dimensions or access requirements, we encourage you to contact us before purchasing.

6. Customer Pickup and Transportation

Customers are welcome to pick up their orders from the location designated by Zormoo Furniture.

For large or fragile furniture, we recommend using an appropriate vehicle and properly securing and protecting the merchandise.

Once merchandise has been released to the customer or a carrier arranged by the customer, responsibility for subsequent transportation and handling transfers to the customer.

Damage resulting from customer-arranged transportation or handling, including:

• Impact;

• Dropping;

• Scratching;

• Compression;

• Improper securing;

• Weather exposure;

is not considered a manufacturing defect.

7. Damaged, Incorrect, Incomplete or Defective Products

We want every product to arrive in good condition.

If you receive a product with:

• Visible delivery damage;

• Incorrect merchandise;

• Missing essential components;

• A suspected manufacturing or material defect;

please contact Zormoo Furniture as soon as reasonably possible.

For visible delivery damage, incorrect merchandise, or missing components that can reasonably be identified upon receipt, we recommend contacting us within 48 hours so that we can investigate and assist promptly.

Please provide, where applicable:

• Order Number / Invoice;

• Photos of the complete product;

• Photos showing the affected area;

• Photos of the outer packaging;

• Product or shipping labels;

• Video where reasonably necessary;

• A description of the issue.

The 48-hour reporting recommendation is intended to help us investigate visible delivery-related issues promptly and does not limit any consumer rights that cannot legally be excluded under applicable law.

8. How We Resolve Verified Product Issues

If Zormoo Furniture reasonably verifies that a product issue resulted from:

• A manufacturing defect;

• A material defect;

• A missing component;

• Delivery-related damage occurring before customer receipt;

• Incorrect merchandise;

• Another issue attributable to Zormoo Furniture;

we will work to provide an appropriate resolution based on the nature of the issue.

Where appropriate, this may include:

1. Product adjustment;

2. Eligible replacement parts or accessories at no charge;

3. Replacement of the affected component;

4. Other appropriate remedies where required under applicable law.

Our goal is to resolve verified product issues in a reasonable and effective manner.

Where an issue can reasonably be resolved through replacement parts, accessories, or the affected component, that remedy may be used first.

A product issue does not automatically require replacement of the entire product or a full refund.

Applicable statutory consumer rights remain unaffected.

9. Non-Returnable Items

The following products are not eligible for change-of-mind returns:

• Assembled or installed products;

• Used products;

• Products disassembled after assembly;

• Products modified, drilled, or repaired by the customer;

• Products damaged by the customer;

• Products or packaging materially damaged in a way that prevents safe transportation or materially affects resale condition;

• Products missing original parts, hardware, or essential accessories;

• Mattresses removed from their original packaging;

• Products clearly marked FINAL SALE;

• Products clearly marked CLEARANCE — FINAL SALE;

• Floor Models;

• Display Models;

• Showroom Samples;

• Open-Box merchandise;

• As-Is merchandise;

• Special Orders;

• Custom Orders;

• Made-to-Order products.

Reasonably opening the packaging to inspect the product does not, by itself, make the product non-returnable.

Promotional and Sale Items

A promotional or discounted price alone does not make a product Final Sale.

A product will be treated as Final Sale only when it is clearly identified before purchase as:

FINAL SALE

or

CLEARANCE — FINAL SALE

10. Return Transportation

For an approved non-defective return:

Customer-Arranged Return

Customers may return eligible merchandise to the location designated by Zormoo Furniture.

The customer is responsible for the associated transportation costs and transportation risks.

Zormoo-Arranged Pickup

If assistance with pickup is required, Zormoo Furniture may be able to arrange return transportation depending on the location and product.

The customer is responsible for applicable:

• Return transportation;

• Handling;

• Related logistics costs.

These costs may vary depending on:

• Customer location;

• Product size and weight;

• Number of items;

• Access conditions;

• Required labor.

Applicable return transportation charges may be deducted from the approved refund.

11. Original Delivery and Completed Services

For returns resulting from a change of mind or another reason unrelated to a verified issue attributable to Zormoo Furniture, completed service charges are generally non-refundable.

These may include:

• Original Delivery;

• Indoor Delivery;

• White Glove Service;

• Assembly;

• Installation;

• Packaging Removal;

• Stair Carry;

• Other completed services.

Eligibility to return a product does not automatically make previously completed services refundable.

Where a return results from a verified issue for which Zormoo Furniture is responsible, the matter will be handled according to the circumstances and applicable law.

12. Failed or Refused Delivery

If delivery cannot be completed because of:

• Incorrect or incomplete address information;

• Customer unavailability at the agreed delivery time;

• Access restrictions at the property;

• Furniture not fitting through the customer's access points;

• Customer refusal for a non-defective reason;

reasonable additional costs may apply, including:

• Redelivery fees;

• Return transportation;

• Storage fees;

• Additional handling or labor.

We will make reasonable efforts to help find an appropriate solution.

Refusing delivery does not automatically cancel an order or create an automatic right to a full refund.

13. Order Cancellation

Standard In-Stock Orders

Standard in-stock orders may be requested for cancellation within 24 hours of purchase, provided that preparation, processing, fulfillment, or delivery has not begun.

Once an order has entered any of these stages, cancellation may no longer be available.

Pre-Orders, Special Orders and Custom Orders

Pre-Orders, Special Orders, Custom Orders, and Made-to-Order products generally cannot be cancelled for change-of-mind or personal reasons once purchasing, production, processing, or fulfillment has begun.

Applicable legal rights remain unaffected.

14. Refund Processing

Approved refunds will be processed after:

1. Zormoo Furniture receives the returned merchandise;

2. The merchandise has been inspected;

3. Compliance with the applicable return conditions has been confirmed;

4. Applicable return transportation or other authorized charges have been determined.

Approved refunds will generally be issued to the original payment method.

Zormoo Furniture will normally process an approved refund within approximately 3–7 business days.

Banks, credit card issuers, and payment providers may require additional processing time before the refund appears in the customer's account.

15. 2-Year Limited Parts Warranty

In addition to our 30-Day Return Policy, eligible furniture used under normal residential conditions may also be covered by the Zormoo Furniture:

2-Year Limited Parts Warranty

This commercial limited warranty primarily covers eligible:

• Manufacturing defects;

• Material defects;

• Structural defects;

• Core functional component defects;

occurring under normal residential use.

For verified issues covered by this commercial warranty, our primary remedy is the provision of reasonably required replacement parts or components.

For complete warranty coverage, exclusions, claim requirements, and service terms, please refer to our separate 2-Year Limited Parts Warranty Policy.

16. Statutory Consumer Rights

The Zormoo Furniture 30-Day Return Policy is intended to provide customers with additional purchase confidence.

Nothing in this policy is intended to exclude, restrict, or replace any statutory warranty, consumer right, or remedy that cannot legally be excluded under the Quebec Consumer Protection Act or other applicable law.

Where mandatory consumer protection law provides additional rights or remedies, those rights and remedies continue to apply.

Contact Us

If you have questions regarding a return, product issue, or order, please contact:

Zormoo Furniture

Email: info@zormoo.com

Address: 9620 B Rue Ignace, Brossard, QC, Canada

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