We stand behind the quality of KAIZEN furniture. Before dispatch, we check every item for appearance, completeness and conformity with your agreed order.
If you notice a problem after delivery or during use, please contact us — we will help identify the cause and resolve the issue.
KAIZEN furniture comes with an 18-month warranty from the date you receive your order. For deliveries by Nova Poshta, the date of receipt is determined using the carrier’s records.
The warranty covers manufacturing defects in the frame, fixings, legs, seams, fitted mechanisms and other components that are attributable to the manufacturer.
Please also let us know if you receive an incorrect configuration or if the item does not match your agreed order.
Inspect the furniture in the presence of a Nova Poshta representative before completing the acceptance process. Check:
the condition of the packaging and the number of packages;
that the furniture has no visible damage;
that the model, fabric, colour or print matches your order;
that all legs, cushions, fixings and other ordered components are included.
If you find damage or missing items: take photos or a video, ask the Nova Poshta representative to complete a handover and acceptance report describing the issue, and notify your KAIZEN representative immediately. Keep the packaging until the next steps have been agreed.
You can also contact us if a defect becomes apparent later. Accepting the furniture without reporting any issues does not affect your right to make a claim for hidden manufacturing defects.
A claim is a request to address a problem with furniture you have received. To submit one, contact the representative who handled your order or email contact@kaizen.furniture.
Please provide:
the name and phone number used when placing the order;
the product name and approximate date of receipt;
a description of what happened and when you noticed the problem;
the city where the furniture is located.
Attach a photo of the entire item and photos of the affected area. If you need to demonstrate a sound or how a mechanism operates, include a short video.
To help us locate your order, send an invoice number or copy, proof of payment, or a Nova Poshta waybill number — whichever you still have. If none of these are available, we will help find your order using your contact details. You do not need to provide documents that we did not issue to register a claim.
If a report was completed with the carrier’s representative, please attach it to your claim.
Your representative will confirm receipt of your claim. We will review the information and, if necessary, request additional photos or arrange an inspection of the furniture.
Following our assessment, we will explain the cause of the problem and how it will be resolved. In the event of a manufacturing defect, the consumer has the right to request that the defect be remedied free of charge, a proportionate price reduction, or reimbursement of the costs of remedying the defect, in accordance with the law.
If a substantial manufacturing defect, as defined by law, is identified, the consumer has the right to request a replacement or refund in accordance with the procedure established by law.
Warranty repairs are completed within 14 days of the date a request to remedy the defects is made, unless a different period is agreed with the buyer. The warranty is extended by the time the furniture spends under repair.
KAIZEN covers transport to and from warranty servicing for bulky furniture and items weighing more than 5 kg. We will agree on the transport and packaging arrangements with you before dispatch.
If the issue is not covered by the warranty, we will explain why and, where possible, offer a paid repair. The repair price and any associated costs will be agreed before work begins.
The warranty does not cover normal wear and tear or damage caused by:
impacts, cuts, pet claws or other external factors;
improper use, assembly or moving of the furniture;
incorrect cleaning, excessive moisture or harsh cleaning products;
exposure to fire, high temperatures, flooding or unsuitable storage conditions;
repairs or structural modifications carried out independently, where these caused the defect.
Signs of use alone are not grounds for rejecting a claim. We consider the cause of the specific problem.
Fabric colours may appear different on screen and in person. The appearance of pile fabrics varies depending on the lighting and the direction of the pile, while natural wood has its own unique grain.
Minor upholstery creases and gradual changes in softness may be inherent characteristics of the materials. However, significant deformation, rapid sagging or other changes that interfere with use require assessment — please contact us.
Use the furniture for its intended purpose. Do not drag it or lift it by the armrests or backrest. Before washing covers, using a steam cleaner or trying a new cleaning product, ask your KAIZEN representative for care recommendations specific to your fabric.
If a fault develops, stop using the affected component and contact us.
These terms do not limit consumers’ rights under Ukrainian law. Orders placed by business entities for commercial use are subject to the terms of the contract and the applicable legislation.
