Zicana Boutique Returns, Cancellations, Exchanges, and Refund Policy

 

This Returns, Cancellations, Exchanges, and Refund Policy applies to all Zicana Boutique orders, quotes, invoices, sales orders, checkout transactions, payment requests, special orders, custom orders, slab orders, tile orders, stone decor orders, furniture orders, pickups, releases, deliveries, shipments, and related transactions. This Policy supplements and is incorporated into Zicana Boutique’s Terms of Service and Terms of Sale, Shipping, Processing, and Pickup Policy, Privacy Policy, sales orders, invoices, quotes, payment requests, pickup documents, delivery documents, bills of lading, and other transaction documents.

By placing an order, approving a quote, submitting payment, arranging pickup, authorizing release, accepting delivery, signing a delivery document, signing a pickup document, receiving material, or otherwise proceeding with a transaction, Customer agrees to this Policy.

1. Return Eligibility

Unless otherwise stated in writing by Zicana Boutique, most new, unopened, unused, uninstalled, uncut, unmodified, undamaged, and unaltered eligible stock items may be considered for return within 14 days after delivery or receipt.

To be eligible for return consideration, the item must be in the same condition received by Customer, in its original packaging, with all labels, tags, accessories, components, documents, and proof of purchase. Items that are used, installed, cut, fabricated, modified, sealed, damaged, altered, hand selected and culled, missing packaging, missing labels, missing components, or otherwise not in original condition are not eligible for return.

Return eligibility does not guarantee return approval. All returns require Zicana Boutique’s prior written authorization.

2. Return Authorization Required

No return will be accepted without prior written return authorization from Zicana Boutique. Customer must request return authorization by contacting Zicana Boutique at info@zicanaboutique.com within the applicable return period.

Customer must provide the order number, product information, reason for return, photographs where requested, proof of purchase, and any additional information required by Zicana Boutique.

Items sent back without prior written return authorization may be refused, rejected, returned to Customer at Customer’s expense, stored at Customer’s expense, or otherwise handled without credit or refund.

If a return is authorized, Zicana Boutique will provide instructions regarding how and where the return must be sent. Return authorization may expire if the item is not shipped or received within the time stated in the return authorization.

3. Return Address

Authorized returns must be sent only to the address or location provided in Zicana Boutique’s written return authorization.

Unless otherwise instructed in writing, return requests may be directed to:

Zicana Boutique
58 Sylvester Street
Westbury, New York 11590
United States
info@zicanaboutique.com
888 585 2836

Customer must not ship any return to Zicana Boutique or any supplier, distributor, warehouse, slab gallery, freight terminal, or third party location unless Zicana Boutique has provided written authorization and instructions.

4. Return Shipping and Return Freight

Customer is responsible for return shipping, return freight, packaging, crating, insurance, handling, carrier charges, storage charges, and all related return costs unless Zicana Boutique determines in writing that the return is the result of Zicana Boutique error, such as shipment of an incorrect item or a confirmed covered defect.

If Zicana Boutique provides a return shipping label, the cost of return shipping may be deducted from any approved refund unless Zicana Boutique expressly agrees otherwise in writing.

Customer is responsible for properly packaging, crating, protecting, insuring, and shipping the item back in a manner suitable for the material. Customer bears the risk of loss or damage during return shipment unless otherwise agreed in writing by Zicana Boutique.

Returned items that arrive damaged, incomplete, altered, used, installed, cut, fabricated, modified, sealed, improperly packed, or otherwise not in returnable condition may be refused, rejected, or subject to additional deductions.

5. Restocking Fee

Approved returns of eligible stock items are subject to a 30 percent restocking fee unless Zicana Boutique expressly waives or modifies the fee in writing.

The restocking fee may be calculated based on the original item price, order amount, or returned item value, as determined by Zicana Boutique.

Restocking fees are in addition to any applicable deductions for shipping, delivery, freight, crating, handling, storage, merchant processing fees where recoverable, supplier charges, distributor charges, damage, missing components, or other costs already incurred.

6. Nonreturnable and Final Sale Items

The following items are noncancelable, nonreturnable, nonexchangeable, and nonrefundable unless Zicana Boutique expressly approves otherwise in writing:

Special order material
Custom order material
Made to order products
Personalized items
Reserved material
Allocated material
Procured material
Transferred material
Supplier sourced material
Distributor sourced material
Approved slab selections
Customer selected slabs or bundles
Fabricated material
Cut material
Modified material
Refinished material
Bundled material
Nonstock material
Discontinued material
Clearance material
Final sale material
Stone furniture
Stone decor made or selected for Customer
Cut to size orders
Material picked up by Customer or Customer’s representative
Material released to a fabricator, installer, contractor, distributor, supplier, warehouse, slab gallery, freight terminal, carrier, or third party
Material prepared specifically for Customer

Once sourcing, reserving, allocation, transfer, production, fabrication, cutting, finishing, packing, crating, shipping preparation, supplier release, distributor release, pickup release, delivery release, or fulfillment begins, the order may not be canceled, returned, exchanged, refunded, or credited unless Zicana Boutique expressly approves otherwise in writing.

7. Slabs, Natural Stone, Quartz, Porcelain, Sintered Stone, Tile, and Batch Sensitive Material

Slabs, natural stone, quartz, porcelain, sintered stone, large format porcelain, tile, mosaics, and related materials may vary in color, veining, movement, shade, texture, finish, pattern, size, calibration, flatness, warpage, thickness, batch, lot, and overall appearance. These characteristics are not defects.

Returns, exchanges, refunds, credits, or claims will not be approved based solely on natural variation, lot variation, batch variation, shade variation, veining, movement, texture, finish, manufacturer tolerance, or differences from samples, photographs, videos, online images, showroom displays, renderings, or prior shipments.

Customer is responsible for confirming that the material, quantity, finish, lot, batch, shade, slab, bundle, size, and intended use are acceptable before pickup, delivery, installation, cutting, fabrication, modification, sealing, or use.

8. Damages, Shortages, Incorrect Items, and Delivery Issues

Customer must inspect all orders immediately upon delivery, pickup, release, or receipt. Any visible damage, shortage, incorrect item, packaging damage, crate damage, pallet damage, discrepancy, or nonconformity must be documented in writing before signing the delivery receipt, bill of lading, pickup document, warehouse release, supplier release, distributor release, or carrier document.

For visible delivery damage, Customer must notify Zicana Boutique in writing within 24 hours and provide photographs, delivery documents, product labels, packaging photographs, and all supporting information.

For concealed damage, Customer must notify Zicana Boutique in writing within 48 hours after receipt and provide photographs, delivery documents, packaging photographs, product labels, and all supporting information.

A signed and unmarked delivery receipt, bill of lading, packing slip, manifest, pickup receipt, warehouse release, supplier release, distributor release, or carrier document may be treated as confirmation that the material was received complete and in acceptable condition.

Failure to inspect, note damage, photograph damage, preserve packaging, or provide timely written notice may result in denial of the claim.

9. Natural Characteristics Are Not Defects

Natural stone may include pits, fissures, fills, resin, mesh backing, repairs, open veins, dry seams, mineral deposits, shade movement, tonal variation, surface variation, oxidation, fossil markings, chips, inclusions, and other natural characteristics. These are inherent characteristics of natural material and are not defects unless separately confirmed in writing by Zicana Boutique and accepted by the applicable supplier, manufacturer, carrier, insurer, or claims administrator as a covered defect or covered damage.

Quartz, porcelain, sintered stone, tile, and manufactured materials may include lot variation, batch variation, calibration variation, nominal size variation, texture variation, finish variation, edge variation, and manufacturer tolerance variation. These are not defects unless separately confirmed in writing by Zicana Boutique and accepted by the applicable supplier, manufacturer, carrier, insurer, or claims administrator as a covered defect or covered damage.

10. No Claims After Installation, Cutting, Fabrication, Modification, Sealing, Transport, or Use

Installation, cutting, fabrication, modification, sealing, transport from pickup location, removal from warehouse, removal from supplier, removal from distributor, removal from freight terminal, removal from slab gallery, pickup by Customer or Customer’s representative, release to Customer or Customer’s representative, or use of material constitutes full and final acceptance.

No return, cancellation, exchange, refund, credit, adjustment, shipping claim, damage claim, shortage claim, defect claim, product claim, or discrepancy claim may be made after installation, cutting, fabrication, modification, sealing, transport from pickup location, removal from warehouse, removal from supplier, removal from distributor, removal from freight terminal, removal from slab gallery, pickup, release, or use of material.

11. Order Cancellations

Order cancellation requests must be submitted in writing and are not effective unless approved in writing by Zicana Boutique.

Cancellation requests may be denied if sourcing, reserving, allocation, transfer, production, fabrication, cutting, finishing, packing, crating, shipping preparation, supplier release, distributor release, pickup release, delivery release, or fulfillment has begun.

Approved cancellations may be subject to deductions for credit card processing fees, refund processing fees, merchant service fees, shipping charges, delivery charges, freight charges, handling charges, crating charges, transfer charges, supplier charges, distributor charges, storage charges, processing costs, restocking fees, and all other costs already incurred by Zicana Boutique.

Credit card processing and refund processing fees may total up to 8 percent of the transaction amount and may be deducted from any refund to the fullest extent permitted by law.

12. Refunds

If a return or cancellation is approved, Zicana Boutique will inspect the returned item or review the cancellation request and determine whether a refund, credit, exchange, or adjustment is approved.

Any approved refund may be reduced by restocking fees, credit card processing fees, refund processing fees, shipping charges, delivery charges, freight charges, handling charges, crating charges, transfer charges, supplier charges, distributor charges, storage charges, damage, missing components, processing costs, and any other nonrefundable costs or costs already incurred by Zicana Boutique.

Approved refunds will generally be issued to the original payment method within 10 business days after Zicana Boutique approves the refund, receives and inspects the returned item where applicable, and completes internal processing. The customer’s bank, credit card company, merchant processor, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since Zicana Boutique approved a refund, Customer may contact info@zicanaboutique.com.

13. Shipping Charges and Original Delivery Costs

Original shipping, processing, delivery, freight, crating, handling, transfer, storage, and related logistics charges are generally nonrefundable unless Zicana Boutique expressly agrees otherwise in writing.

If an order qualified for free or discounted shipping, Zicana Boutique may deduct the actual outbound shipping, freight, delivery, handling, crating, or logistics cost from any approved refund to the fullest extent permitted by law.

14. Exchanges

Exchanges are not automatic. The preferred method is for Customer to request a return of the eligible item, obtain written return authorization, return the item in accordance with Zicana Boutique’s return requirements, and, once the return is accepted and any refund or credit is approved, place a separate purchase for the replacement item.

Any replacement purchase is subject to current pricing, availability, freight, taxes, lead times, lot variation, batch variation, shade variation, product variation, and all applicable Zicana Boutique terms and policies.

15. European Union 14 Day Cooling Off Period

If merchandise is shipped into the European Union and applicable law grants Customer a 14 day cancellation or cooling off right, Zicana Boutique will honor the required right to the extent required by applicable law.

This right does not apply to items excluded by applicable law, which may include custom products, made to order products, personalized items, special order material, fabricated material, cut material, modified material, sealed material, installed material, used material, damaged material, products that cannot be returned for health, safety, or product integrity reasons, and other excluded categories.

To qualify, the item must be returned in the same condition received, unused, uninstalled, uncut, unmodified, undamaged, with tags, labels, accessories, components, proof of purchase, and original packaging. Customer is responsible for return shipping and any permitted deductions unless applicable law requires otherwise.

16. Manufacturer and Supplier Warranty Claims

Manufacturer warranties, supplier warranties, and product warranties, if any, are controlled by the applicable manufacturer or supplier and are subject to their own terms, conditions, exclusions, inspection requirements, claim procedures, and limitations.

Zicana Boutique may provide reasonable assistance with a manufacturer or supplier warranty claim where appropriate, but Zicana Boutique does not guarantee warranty approval and is not responsible for labor, fabrication, installation, removal, reinstallation, repair, sealing, maintenance, transport, storage, delay, project interruption, or other costs unless expressly required by law or agreed in writing by Zicana Boutique.

17. Third Party Fabrication, Installation, and Handling

Zicana Boutique is not responsible for damage, loss, breakage, cutting errors, fabrication errors, installation errors, measurement errors, substrate issues, jobsite conditions, handling issues, storage issues, transport issues, misuse, improper maintenance, or other acts or omissions of Customer, fabricators, installers, contractors, designers, builders, carriers, receivers, drivers, warehouses, slab galleries, suppliers, distributors, or other third parties.

Any third party recommended, introduced, listed, or referred by Zicana Boutique is independent. Customer is solely responsible for selecting, hiring, supervising, verifying, and paying any third party.

18. Chargebacks and Payment Disputes

Customer agrees not to initiate any improper chargeback, payment reversal, merchant dispute, stop payment, ACH reversal, credit card dispute, or bank dispute concerning a valid transaction, delivered material, released material, picked up material, accepted material, specially ordered material, or material made available for pickup or delivery.

If Customer initiates a payment dispute for a valid transaction, Customer remains responsible for the full unpaid amount plus all recoverable merchant fees, chargeback fees, bank fees, administrative costs, collection costs, attorney fees, arbitration costs, court costs, and enforcement expenses to the fullest extent permitted by law.

19. Policy Relationship to Other Terms

This Policy supplements and is incorporated into Zicana Boutique’s Terms of Service and Terms of Sale, Shipping, Processing, and Pickup Policy, Privacy Policy, sales orders, invoices, quotes, payment requests, pickup documents, delivery documents, bills of lading, and other transaction documents.

If there is any conflict between this Policy and any other Zicana Boutique policy or transaction document, Zicana Boutique may enforce the provision that provides the greatest lawful protection to Zicana Boutique, unless prohibited by applicable law.

20. Contact Information

Zicana Boutique
58 Sylvester Street
Westbury, New York 11590
United States
info@zicanaboutique.com
888 585 2836

 

Last updated: June 3, 2025