Pexlz Warranty, Returns & Site Survey Policy
Thank you for choosing Pexlz. We are committed to supplying high-quality furniture products and professional services that meet the expectations of our customers. This policy sets out the terms and conditions relating to warranties, returns, defective items, and our complimentary site survey service. Please read this document carefully before making a purchase or booking a service.
1. Warranty Policy
1.1 Warranty Periods
Chairs and Tables
Chairs and tables supplied by Pexlz are covered by a 2-year limited warranty from the date of purchase.
Custom-Made Sofas and Benches
Custom-made sofas and benches are covered by a 5-year limited warranty from the date of purchase.
1.2 Scope of Warranty
This limited warranty covers defects in materials and workmanship arising under normal domestic or commercial use.
The warranty does not cover damage caused by accidents, misuse, neglect, or improper care; normal wear and tear; damage resulting from unauthorised repairs, alterations, or modifications; or commercial misuse beyond the intended purpose of the product.
1.3 Warranty Remedies
Where a defect covered by this warranty is confirmed during the applicable warranty period, Pexlz will, at its discretion, repair or replace the defective item at no additional cost to the customer. Replacement items may not be identical but will be of equivalent specification and value.
2. Returns Policy
2.1 Eligibility for Returns
To qualify for a return, items must be unused, in their original packaging, and in the same condition as supplied.
2.2 Return Timeframe
Eligible items may be returned within 14Â days of the purchase date.
2.3 Change of Mind Returns
Where an item is returned due to a change of mind and is not defective, the customer is responsible for all return shipping and handling costs, and items must be returned in original packaging and resaleable condition.
2.4 Return Process
To initiate a return, customers must contact Pexlz Customer Services to request a return authorisation, provide proof of purchase and the reason for return, and follow the return instructions once approval is given.
2.5 Inspection and Refunds
All returned items will be inspected upon receipt. Once approved, refunds will be issued to the original payment method within a reasonable processing period. Delivery charges are non-refundable unless the item is confirmed as defective.
3. Defective or Damaged Items
3.1 Reporting Defects
Customers must notify Pexlz of any defective or damaged items as soon as reasonably possible after discovery.
If damage or defects are visible upon delivery, these must be noted on the delivery documentation and reported immediately.
3.2 Customer Responsibilities
Customers must cease using a product immediately once a defect is identified
Continued use of a defective product may pose safety risks and may affect warranty entitlement
Pexlz accepts no liability for loss, damage, or injury resulting from continued use of a defective item after the defect has been identified but not reported.
3.3 Resolution of Defective Items
Where an item is confirmed to be defective due to manufacturing or material faults, Pexlz will arrange return shipping at no cost to the customer and will repair or replace the item at its discretion.
Custom-made items will be assessed on a case-by-case basis.
4. Custom-Made Products
Custom-made sofas and benches are produced to customer specifications
These items are non-returnable unless confirmed to be defective or damaged upon receipt
Any approved remedies will be limited to repair or replacement only
5. Complimentary Site Survey & Measurement Service
5.1 Scope of Service
Pexlz offers a complimentary site survey service, which may include on-site measurements, layout assessments, and 3D floor plans where applicable. This service is provided to support accurate planning and quotation.
5.2 Deposit Requirement
A deposit is required prior to any site visit. The deposit amount will be confirmed at the time of booking.
5.3 Deposit Terms
Where an agreement is reached and an order is placed, the deposit will be deducted from the final invoice
If no agreement is reached following the site visit, the deposit is non-refundable
The deposit covers administrative time, professional assessment, and travel costs associated with the visit.
6. General Terms
Pexlz reserves the right to amend this policy at any time; the version in force at the date of purchase will apply.
If you have any questions regarding this policy or require further assistance, please contact our Customer Service team using the details provided on our website.
Thank you for choosing Pexlz.
