We take great care at Lozi when making our products, ensuring that every piece that leaves the workshop is made and meticulously finished to the highest standard. However, if you are not completely satisfied with your order or have simply changed your mind, you can return your items within 14 days of delivery, subject to the policy detailed below.

Returns Policy

Standard Items

• All items for return should be sent back in perfect condition, unused, in the original packaging and fit for resale.

• Should you wish to return an item, you are responsible for shipping it back to Lozi. We highly recommend making sure it is sufficiently protected and packed as well as properly insured as any damage in transit to the returned item will be at the customer’s risk.

• Upon receiving the returned item in excellent condition we will issue a full refund to the card used for the original payment, minus any transportation or postage costs. These costs vary per item and we will let you know how much has been deducted from your refund. Please note that refunds can take up to 45 days from receiving the returned item.

• What is considered a ‘Standard Item’: pieces that have not been customised via made-to-measure sizes or a finishes. For example, our U-Shelf, Sunday Egg Cups and Sunset Lamp are all classed as Standard Items. They cannot be customised.

Personalised + Made-To-Measure Items

• We regret we cannot accept returns on personalised or made-to-measure items unless they are faulty.

• This includes any items that are made to a specific length set by the customer (like our Wave Shelving, Wave Sideboard or Wave Bench) and Lozi custom surfaces (such as hand-painted legs on our All-Day Tray).

• Please do not hesitate to visit us in our Work/Shop to see a sample of our pieces or to discuss any bespoke modifications to ensure you are completely satisfied with your item.

• What is considered ‘Personalised / Made-To-Measure’: anything with engraving, pieces with customisable variables such as an exact width or paint colour.

Damaged Items

Items Purchased Online

• We take great care packing any orders that are to be sent out for delivery, in order to avoid any damage in transit.

• Please inspect your order upon delivery. If you notice any damage to the outside of the packaging, we kindly ask you to notify the courier company and mark it down on the delivery slip.

• Should your item, unfortunately, arrive broken or damaged please contact us as soon as possible at info@lozidesigns.com, but at the latest within 3-working days of receiving the item.

• If you collect your order from our shop yourself, please check the item before accepting it.

Faulty Items

• If you have unfortunately received a faulty item, we will do our utmost to rectify this error. Please contact us within 6-months of receiving the item at info@lozidesigns.com. Please include photos and a full description of the fault. We will then organise a repair, replacement or refund for the faulty item (a refund including a refund of any delivery or return costs.)

• Lozi cannot be held responsible for any faults or damage that occurred during or due to transport and installation should you choose to have your order delivered by a third party

• Please do not attempt to repair the item yourself or organise a third-party repair. We reserve the right to refuse to repair, refund or replace an item if you have attempted to repair it yourself or organised for a third party to repair it.

We take great pride in the quality of the design and build of our bespoke projects and are confident you will be delighted with the final outcome of any bespoke project you undertake with Lozi.

What Is A ‘Bespoke Project’

• A bespoke project is any project that requires unique bespoke design work and, where relevant, a site visit by a member of the Lozi team. This includes, but is not limited to: commercial premises, fitted kitchens, bespoke storage systems, one of a kind unique furniture designs, wardrobes and our House of Lozi service.

Full Refund

• We offer a 48hr ‘cooling off’ period for any bespoke project. This allows you 2 business days from your first payment to simply change your mind, no questions asked and receive a full refund. Let us know by contacting us on info@lozidesigns.com to cancel and we will refund the full amount paid.

Partial Refunds

• We know plans can change and so we offer partial refunds of each instalment, up until the manufacturing stage of your project. Each instalment is nonrefundable once the following instalment has been paid:

Deposit, Site Visit, Design Submission + Development Instalment

• 50% refund - 21 days from invoice / after Site Visit (whichever comes first)

• 25% refund - 35 days from invoice / after Design Submission (whichever comes first)

• 0% refund - 49 days from invoice / after Round II Design Sub. (whichever comes first)

Design Confirmation Instalment

• 50% refund - up to 14 days from payment

• 25% refund - up to 28 days from payment

• 0% refund - up to 49 days from payment

Manufacturing, Delivery + Installation

• As each bespoke project is unique, personalised and made-to-measure, once manufacturing begins, we cannot offer any refunds for these stages

• Occasionally, and entirely at the discretion of Lozi Designs, customised instalment plans + payment terms may be available.

• Our dedicated makers are here to discuss any design changes or material choices with you, ensuring you’re completely happy with your design, prior to manufacturing. All our projects are client-led and include up to x3 or x5 rounds of design submissions for Type-I or Type-II projects respectively (see Step 3). Unlimited design submissions to your design pre-manufacturing are available, for a fee, ensuring you are delighted with the final outcome.

You can find out more on our Design Process Page or contact us at info@lozidesigns.com.

Faulty Items

• Should any part of your bespoke project turn out to be faulty, please contact us within six months of delivery / installation at info@lozidesigns.com. Please include photos and a full description of the fault. We will then arrange appropriate steps to repair the fault.

• Please do not attempt to repair the item yourself or organise a third-party repair. We reserve the right to refuse to repair, refund or replace your bespoke project if you have attempted / organised for a third party to repair it. Lozi cannot be held responsible for any faults or damage that occur if you have done so.