1. Who This Policy Covers

This policy explains returns for consumers buying directly from ANZHAP for delivery in the United Kingdom or an EU Member State that we serve. In the UK, a consumer is an individual buying wholly or mainly outside their trade, business, craft or profession. Applicable EU national law determines consumer status for EU purchases.

For UK consumer purchases, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are particularly relevant. For EU consumers, applicable national consumer law implements EU withdrawal and goods-conformity rules and may provide additional protection. The UK-specific 30-day right to reject faulty goods is not a description of a uniform EU rule.

Business purchases are governed by their agreed sales terms and applicable law; consumer-only rights do not automatically apply to them. Any separate return or guarantee commitments made for a business order remain applicable.

Unless expressly stated otherwise, days in this policy mean calendar days. Changes to this policy do not retrospectively reduce the rights or commitments applicable to an existing order.

2. Receiving & Inspecting Your Furniture

Where practicable, count the packages and inspect the packaging and accessible components on arrival. For pallet or freight deliveries, note visible damage or missing packages on the delivery receipt and take photographs of the packaging, labels, pallet and affected parts.

Please report visible damage, incorrect items or missing parts as soon as possible, ideally within 7 days of delivery. This helps us investigate and deal with the carrier. This is a request for prompt reporting, not a deadline that removes your legal rights. Signing a delivery receipt, failing to note damage, or reporting later does not by itself prevent a valid claim.

Packaging damage alone does not necessarily mean the furniture is damaged. If safe, inspect the contents and contact us. You may refuse a delivery that is clearly seriously damaged or unsafe; tell us promptly so we can trace the shipment. You do not need our advance permission to preserve a legal remedy. Refusing delivery alone may not clearly communicate a change-of-mind cancellation, so please also tell us that you wish to cancel.

Keep packaging where reasonably possible and stop using any unsafe or potentially structurally damaged item. Our responsibility for goods sent through our delivery arrangements generally continues until you, or someone you nominate other than the carrier, takes physical possession. We handle claims against our appointed carrier; you do not have to recover payment from the carrier first.

3. Returns, Exchanges or Refunds Due to Product Issues

If your item arrives damaged, is faulty or not as described, or contains incorrect or missing parts, please contact ANZHAP at support@anzhap.eu . We will assess the issue using the order details, product condition and reasonably available evidence, and work with you to arrange an appropriate solution in accordance with your consumer rights.

Depending on the circumstances and your legal entitlement, this may include replacement parts, repair, replacement, a price reduction or a refund. Where we are responsible for the issue, we will cover the necessary and reasonable costs of the remedy, including return or collection costs where applicable.

3.1 Damaged Products

If your item arrives damaged, please contact us as soon as reasonably possible. Where available, include:

• Your order number or other proof of purchase;
• Photos of the outer packaging and shipping label;
• Photos showing the damaged area and affected component;
• Photos of the pallet or delivery receipt, where relevant.

This information helps us assess the problem and arrange suitable support. If photographs or the original packaging are unavailable, please contact us so we can discuss other reasonable ways to assess your claim. Prompt reporting is helpful, but a delay does not by itself remove your statutory rights.

For cosmetic damage, we may offer a repair or an agreed partial refund if you wish to keep the item. You do not have to accept compensation or replacement parts instead of a refund or another remedy to which you are legally entitled. Please stop using any item that appears unsafe.

3.2 Incorrect Items or Missing Parts

If you receive the wrong item or discover missing components, please send us your order details and, where possible, photos identifying the item or the missing part numbers from the assembly instructions.

We will arrange an appropriate remedy at no cost to you, in accordance with your consumer rights. Please contact us before booking return transport so we can coordinate the correct return address or collection.

3.3 Practical Solutions and Partial Refunds

4. Returns or Exchanges for Non-Quality Reasons

If you wish to return or exchange an item for personal reasons, such as ordering the wrong size, changing your space plans or no longer needing the item, the following conditions apply to eligible standard products:

1. 30-day return period: Please notify us within 30 days after delivery to request a change-of-mind return or exchange. This includes your statutory cancellation period and our additional voluntary return offer. Exceptions for genuinely bespoke or personalised goods are explained in Section 5.
2. Statutory cancellation rights: For eligible online purchases, you may cancel without giving a reason from the time the contract is made until 14 days after the day you or your nominated recipient receive the goods. For goods ordered together but delivered separately, or an item delivered in multiple pieces, this period generally runs from receipt of the last item or piece. Any longer period required by law remains applicable.
3. No restocking fee: We do not charge a restocking fee. During statutory cancellation, we may deduct only a legally permitted amount for actual loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.
4. Condition for our additional return offer: If your statutory cancellation period has ended and you request a return within our additional days 15–30 offer, the item must be unused, unassembled and uninstalled, in its original condition, with its original packaging and all accessories, hardware and manuals. These additional conditions do not apply to a still-valid statutory cancellation or a faulty-goods claim.
5. Return and exchange costs: As our office furniture is large and heavy, return shipping costs for non-quality-related returns can be substantial. Customers are responsible for these return shipping costs. If required, ANZHAP can arrange collection through our logistics partners, and the actual shipping cost will be deducted from your final refund. For furniture that cannot normally be returned by post, we will provide the return cost or a reasonable maximum estimate before you place your order.
6. Contact and return arrangements: Email support@anzhap.eu or send a clear cancellation statement to our correspondence address in Section 13. The cancellation form in Section 12 is optional. Please contact us before booking return transport so we can confirm the appropriate warehouse or collection arrangements.
7. Time to return the goods: Unless we have offered collection, send the goods back without undue delay and within 14 days after notifying us of cancellation. We also allow 14 days after notification for an eligible return under our additional offer, unless another arrangement is agreed. If we arrange collection, make the goods available at the agreed time. Delays caused by our instructions or collection arrangements will not be used to defeat your rights.

Because large furniture can be costly to transport, please check product dimensions, finishes, doorways, lifts and delivery access before ordering. Keep the original packaging where possible and package any return securely.

Our 30-day voluntary return limit does not restrict your rights concerning faulty, damaged or misdescribed goods, or any extended cancellation period required by law. Refund arrangements and deadlines are set out in Section 9.

5. Exceptions & Product Condition

• Genuinely bespoke or personalised goods: Goods made to your individual specifications or clearly personalised are generally exempt from statutory change-of-mind cancellation and our voluntary offer. Simply describing an item as "made to order", or manufacturing a standard product after purchase, does not automatically establish this exception. Selecting standard options does not by itself make an item bespoke.
• Clearance and sale goods: Discounting or a "final sale" label does not remove statutory cancellation or faulty-goods rights. A clearly disclosed final-sale exclusion applies only to our additional days 15–30 change-of-mind offer.
• Customer-caused damage: We are not responsible for faults caused by misuse, accidental damage, improper storage, unauthorised alterations or incorrect assembly by you. These circumstances do not automatically remove rights concerning an unrelated original defect. Defective assembly instructions or installation for which we are responsible remain our responsibility.
• Colour and dimensions: Screens and lighting can affect appearance, but supplied goods must match their contractual description. We do not apply a blanket colour-difference or dimensional-tolerance exclusion. Any relevant tolerance must be clearly stated before purchase and lawful.

Original packaging is helpful for safe transport but is not a condition of a valid statutory faulty-goods claim or cancellation. Use suitable protective packaging and contact us if you need help packing large or damaged furniture safely.

6. Order Changes & Cancellations

6.1 Standard, Non-Personalised Goods

Please contact us promptly to change a size, finish, quantity or address. We will explain any agreed price or delivery change before proceeding. For eligible standard goods, cancellation before dispatch is free. Production preparation does not remove statutory cancellation rights.

If a dispatched order cannot be intercepted, the relevant cancellation, return-cost and refund rules in this policy apply. We do not impose a percentage-based cancellation charge for exercising a statutory cancellation right.

6.2 Genuinely Bespoke or Personalised Goods

This section applies only to goods made to your individual specifications or clearly personalised within the meaning of applicable consumer law.

Such goods may be exempt from the statutory change-of-mind cancellation right where permitted by applicable law. You may still contact us to request cancellation, and we will review the status of the order and any costs already incurred.

If we agree to cancel a genuinely bespoke or personalised order after costs have been incurred, we may deduct reasonable and documented losses directly resulting from the cancellation. These may include non-recoverable design, materials, manufacturing, packaging, handling, or logistics costs already incurred.

Any deduction will reflect the actual stage of the order, costs that have already been incurred, costs that can reasonably be recovered or avoided, and reasonable steps taken to minimise the loss.

7. How to Request a Return or Report an Issue

1. Contact us: Email support@anzhap.eu with your name, order number or other proof of purchase, the relevant item and the help you need.
2. For product issues: If available, include photographs of the issue, packaging and shipping label. For missing parts, include the part number and quantity from the manual. We will discuss other reasonable evidence if photographs are unavailable.
3. Receive instructions: We will explain the appropriate remedy, return location, packing or collection arrangements, and any lawful customer-paid cost. A return reference helps us identify the item but does not create or remove statutory rights.
4. Return or make available for collection: Secure loose parts, include enough information to identify your order, and keep tracking or collection evidence. Please discuss safe handling before dismantling large or damaged furniture.

We will respond as promptly as possible during our business hours. You do not need to wait for our reply before sending a cancellation notice, and internal reviews do not extend legal refund deadlines.

8. Return, Collection & Delivery Costs

Large furniture: Many items cannot normally be returned by post. If you ask us to arrange a chargeable collection, we will provide the price and obtain your agreement before booking or deducting it from a refund. We will not add an undisclosed overseas return route or unexpected cross-border charges.

Original delivery charges: On statutory cancellation of the whole order, we refund the least expensive standard delivery charge offered for that order. Any extra amount you chose to pay for express or premium delivery need not be refunded.

We apply the same standard-delivery refund approach to our additional 30-day offer. For a partial return, we refund any delivery amount legally due or attributable solely to the returned goods; a charge that would have been the same for the retained goods is not automatically refunded.

9. Refunds & Exchanges

9.1 Timing

• Statutory cancellation: We refund without undue delay. If we have not offered to collect the goods, we may withhold the refund until we receive them or you provide evidence of sending them back, whichever happens first, and refund no later than 14 days after that event. If we have offered collection, or no goods have been supplied, we refund no later than 14 days after being informed of your cancellation.
• UK faulty-goods rejection: We refund without undue delay and within 14 days after agreeing that you are entitled to the refund. We will not unreasonably delay assessing the claim or confirming entitlement.
• EU faulty-goods remedies: We meet the refund deadline and any earlier payment obligations required by the applicable national law.
• Our voluntary days 15–30 returns: We refund within 14 days after receiving the returned goods, subject to the conditions of that offer. Any earlier statutory deadline takes priority.

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund-processing fee. Any lawful deduction will be explained. Bank posting times can vary; they do not extend our deadline for issuing the refund. We will not insist on store credit where a monetary refund is due.

9.2 Exchanges

For a change-of-mind exchange, contact us to confirm stock, any price difference and delivery costs before agreeing a replacement order. If an exchange is unavailable, an eligible refund remains available. Replacements for faulty or incorrect goods follow Section 3 and are provided at our expense where legally required.

10. Return Addresses & Collection Arrangements

Please contact us before arranging freight so we can confirm the receiving warehouse and any booking requirements. The sender address on a carton may not be the correct return location. This coordination is intended to avoid misrouting and does not make statutory cancellation subject to approval.

We will confirm the appropriate location for your order and collection needs. We will not reject an otherwise valid statutory claim solely because a return lacks an internal authorisation number. If our instructions are delayed, contact us and retain your correspondence; delays caused by us will not be used to defeat your rights.

11. Additional One-Year Quality Guarantee

To claim, contact us using the details below with proof of purchase and a description of the defect. We will provide an appropriate repair or replacement, including necessary parts, labour and transport, without charge for a covered defect. If that cannot reasonably resolve the issue, we will discuss an appropriate refund or other solution, subject always to your legal rights.

This additional guarantee does not cover ordinary wear, accidental damage, misuse or damage caused by improper assembly or modification. An exclusion applies only to the issue caused by that circumstance. It does not exclude our responsibility for inadequate instructions or an unrelated original defect.

12. Optional Cancellation Form

You may copy and send the following by email or post if you wish to cancel an eligible contract. Any other clear statement is also acceptable. This is a copyable form, not an online submission service.