Return and Refund Policy

1. Overview

This policy is intended to operate in accordance with applicable UK consumer protection laws and relevant EU consumer legislation.

If a product is found to have a verified manufacturing defect within 30 days of delivery, ANZHAP will provide an appropriate remedy, which may include repair, replacement, or a full or partial refund, depending on the nature of the issue and applicable consumer protection laws.

For manufacturing defects identified after the initial 30-day period, we will continue to provide appropriate after-sales support under our 1-Year Quality Guarantee, including repair services, replacement parts, or other reasonable remedies where applicable.

2. Return Address

Please do not return any item to the original shipping address shown on the package. To ensure your return is processed correctly, please contact our customer support first and obtain the appropriate return authorization and return address.

France Warehouse: 48 Rue de Vaux, 80080 Amiens, France

Germany Warehouse: Dieselstr. 100, 42489 Wülfrath, Germany

United Kingdom Warehouse: Unit 2, Griffin Park, Desford, Leicester, LE9 9BZ, United Kingdom

Important Notice

• Returns sent without prior authorization may not be accepted.
• Customers must contact our support team before returning any item.
• The appropriate return warehouse will be assigned based on your location and order details.

For return requests, please contact us at support@anzhap.co.uk before shipping your package.

3. Returns Due to Quality Issues

If the responsibility lies with ANZHAP, we will provide a refund, exchange, or replacement parts under these circumstances:

• The product has manufacturing defects or serious quality problems.
• Shipping errors (e.g., incorrect item sent) or missing components.

Important: If your item arrives damaged, please contact us within 7 days of receipt. While we offer a 90-day window for internal defects, transport-related damage must be reported quickly to allow us to file insurance claims with carriers.

For minor damage (e.g., small scratches that do not affect function), we may offer a partial refund. Please note that minor cosmetic issues that do not affect the functionality or structural integrity of the product may not qualify for a full return, but may be eligible for a partial refund or replacement parts.

4. Items Not Eligible for Discretionary Returns

In accordance with applicable UK and EU consumer protection regulations, we may decline return requests in the following cases:

• Change of mind: After the mandatory 14-day cooling-off period has expired.
• Customer damage: Damage caused by misuse, neglect, or improper storage after delivery.
• Modified products: Any product that has been modified, altered, or repaired by the customer.
• Assembled/Installed items: Products that have been fully assembled or installed where such assembly was not necessary to inspect the goods, and where this has resulted in a loss of value or rendered the item unsellable.
• Customized/Personalized products: Goods made to your specifications or clearly personalized (e.g., custom-sized conference tables). These are exempt from the right to cancel.
• Clearance/Final Sale: Items explicitly marked as "Final Sale" at the time of purchase.

5. Rejection and Packaging Guide

Missing Items with Intact Packaging: If the external packaging appears undamaged but components are missing, please accept the delivery. We kindly ask that you sign for the package, take clear photographs of the shipping labels and packaging, and contact our support team immediately so we can arrange for the missing parts to be sent.

Damaged Packaging: We encourage you to inspect the contents if the outer box shows signs of damage, as the product inside may still be in good condition. If you choose to reject a shipment due to severe damage, please notify us as soon as possible. Note: Rejecting a shipment without prior consultation may result in additional logistics costs if the carrier determines the rejection was not justified, and these costs may be deducted from any subsequent refund.

6. Compensation and Partial Refunds

For minor issues where you choose to keep the product, we offer the following compensation tiers:

• Minor Damage (e.g., small scratches/dents): 2% - 10% refund of the item price.
• Severe Damage (Usable but compromised functionality): 20% - 30% refund of the item price.
• Replacement: We can provide specific replacement parts free of charge.

7. Order Cancellation Policy

We strive to keep our cancellation policy fair and transparent. When an order is cancelled, we incur actual administrative and operational costs. We reserve the right to deduct these costs from your refund as follows:

In accordance with the UK Consumer Contracts Regulations 2013, bespoke items manufactured to your specific configuration are exempt from the statutory 14-day right to cancel once production has commenced.

• Before Production Starts: We will deduct a 5% administrative fee to cover processing costs.
• During Production: If production has commenced, we will deduct a fee (capped at 25%) to cover labor and materials already allocated to your custom order.
• After Dispatch: If the item has left our facility, we will deduct a fee (capped at 50%) to cover outbound and return logistics, handling, and re-routing costs.

Important Note: These deductions are intended solely to recover irrecoverable costs incurred by ANZHAP. We do not profit from cancellations. In all cases, we will provide an itemized breakdown of these costs upon request.

8. Return Costs

Return Eligibility

To be eligible for a return, the product must:

• Be unused, unassembled, and in its original condition.
• Be returned with all original accessories, hardware, manuals, and packaging.
• Show no signs of installation, modification, misuse, or customer-caused damage.
• Be securely repackaged to help prevent damage during return transit.

Please retain the original packaging until you have decided to keep the product. Returns without the original packaging may be refused or may be subject to reasonable repackaging charges.

Return Shipping Costs

Quality Issues:
If the return is due to a verified manufacturing defect, shipping error, missing components, or any other seller-related issue, ANZHAP will arrange an appropriate solution and cover the reasonable return shipping costs where applicable.

Change of Mind / Non-Quality Returns:
If you decide to return an eligible item after the statutory 14-day cooling-off period but within our voluntary 30-day return period, a 7% restocking fee will be deducted from your refund to cover inspection, handling, and inventory processing.

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.

Return Window

Eligible return requests must be submitted within 30 days of the delivery date. Returns requested after this period will generally not be accepted unless covered by our Warranty Policy or required under applicable consumer protection laws.

9. How to Initiate a Return

1. Contact Us: Please email support@anzhap.co.uk with your order number, a brief explanation, and clear photos of the issue.
2. Review: Our team will review your request and provide a return authorization along with the appropriate warehouse address.
3. Collection: Please arrange for the return as instructed. We recommend using a tracked service for your protection.
4. Refunds: Once the return is received and inspected, refunds will be processed promptly, typically within 7-14 working days.

Communication: We are committed to resolving any issues directly with you. Please note that initiating a chargeback through your bank or payment provider can be a lengthy process that complicates and significantly delays our ability to resolve your case. We encourage you to work with us directly to ensure a faster outcome.