1. Warranty Policy

All Zinus products come with a warranty against manufacturing defects. This covers issues resulting from workmanship or materials but excludes damage caused by improper use, assembly errors, or natural wear and tear.

If your product is faulty, we will:

  • Offer replacement parts where applicable.
  • Replace the product in full if the fault cannot be remedied.
  • In certain cases, we may offer a discount if you choose to retain the item in its current state.

2. Change of Mind Returns

We understand that sometimes a product might not be the right fit for your needs. If you change your mind, we accept returns provided:

  • The product remains in its original, unopened packaging.
  • It is returned to us within 30 days of receipt.
  • The customer arranges and covers the cost of the return.

Please note:

  • Products that fail to meet the above conditions may be subject to a restocking fee or rejection of the return.
  • Due to hygiene reasons, mattresses, mattress toppers, and pillows cannot be returned once opened.
  • Misalignment due to improper installation is regarded as change of mind, which will not be accepted for a return or refund. 

4. Return Process

Initiating a Return:

To initiate a return, please contact our customer care team at nzinfo@zinus.com. If your inquiry relates to product parts or assembly, kindly include the following in your email:

  1. Photos of the fault or issue to help us assess the situation.
  2. A picture of the instruction manual, clearly indicating the affected parts, to ensure we can identify and assist you efficiently.

    5. Damaged Items or Transit Claims

    Inspect Upon Delivery:
    We encourage customers to inspect packages on arrival. If the packaging shows signs of damage, you may refuse the delivery so it is returned to us for inspection.

    Reporting Damage:
    If an item arrives damaged, please notify us within 24 hours of delivery by emailing nzinfo@zinus.com with photos of the damaged product and packaging. Claims made after 24 hours may not be accepted.

    6. Faulty Products

    If you discover a fault with your product:

    • Minor Issues: We will repair or replace the item with identical parts or a similar product within a reasonable time frame.
    • Major Issues: For faults that cannot be repaired or significantly affect the product's usability (as outlined by the Consumer Guarantees Act), you may choose:
      • A replacement product.
      • A full refund.
      • To retain the product and receive compensation for reduced value.

    Zinus may require all faulty products to be returned for assessment before a resolution is confirmed.

    7. Cancellations

    • Orders can be cancelled within 12 hours with no penalty.
    • After 12 hours cancellations will be processed as a "Change of Mind Return" and may incur return shipping costs.