Refund Policy

At XZ WOODMART, most of our products are custom-made based on customer specifications. Please read this policy carefully before placing an order.

1. Custom-Made Products (IMPORTANT)

❗ All custom-made items are NON-REFUNDABLE and NON-EXCHANGEABLE, including but not limited to:

  • Custom size furniture

  • Custom finishing or colour selection

  • Custom design or special requests

  • Made-to-order items

Once an order is confirmed and production has started, it cannot be cancelled, refunded, or exchanged.

2. Ready-Made / Standard Products (If Applicable)

For ready-made or standard items only:

  • Requests for refund or exchange must be made within 3 days of receiving the item

  • Item must be unused, uninstalled, and in original condition

Approval is subject to inspection and management approval.

3. Damaged or Incorrect Items

If you receive an item that is:

  • Damaged during delivery, or

  • Incorrect compared to the confirmed order

Please notify us within 24 hours of receiving the item, together with clear photos or videos for verification.

XZ WOODMART reserves the right to assess whether repair, replacement, or other solutions are applicable.

4. Natural Wood Characteristics

Solid wood is a natural material. Variations in:

  • Wood grain

  • Colour tone

  • Texture or pattern

are normal characteristics of solid wood and are NOT considered defects.
These variations are not eligible for refund or exchange.

5. Refund Method

Approved refunds (if applicable) will be processed using the original payment method within a reasonable processing period.

6. Contact Us

For refund-related enquiries, please contact us via WhatsApp and provide your order details.