Return and Refund Policy

1. Overview

Our policy is designed to comply with EU Consumer Law. For any goods with a major failure, you are entitled to a refund or replacement. If the failure is minor, we will provide a repair service, part replacement, or a partial refund within a reasonable timeframe.

2. 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 normal use do not qualify for a full refund.

3. Non-Returnable Items

In accordance with EU Consumer Law, we may decline return requests in the following cases:

• Change of mind or personal preference (after the mandatory 14-day cooling-off period).
• Damage caused by customer misuse or improper storage.
• Modified or altered products.
• Furniture that has already been fully assembled or installed.
• Customized or personalized products (e.g., custom-sized conference tables).
• Clearance items or items marked as "Final Sale".

4. Rejection and Packaging Guide

Missing items with intact packaging: If the box is undamaged but items are missing, do not reject the package. Sign for it, take clear photos of the labels and packaging, and contact our support team.

Damaged packaging: Damage to the outer box does not always mean the product is damaged. We encourage you to inspect the product first. If you reject a shipment without prior authorization from our team, you may be responsible for the return shipping costs.

5. Compensation and Partial Refunds

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

• Minor Damage (Scratches/Dents): 2% - 10% refund of the item price.
• Severe Damage (Usable but compromised): 20% - 30% refund of the item price.
• Replacement: We can also provide specific replacement parts free of charge.

6. Order Cancellation Policy

Fees are calculated based on the progress of your order to cover actual administrative and supply chain costs:

• Before Production: Refund minus a 5% administrative fee.
• After Production Starts: 25% cancellation fee (material and labor allocation).
• After Shipping: 50% cancellation fee (logistics and handling).
• Items Already in EU Warehouse/Imported: 80% fee due to full supply chain costs incurred.

7. How to Initiate a Return

1. Contact us at support@anzhap.eu with your order number and photos of the issue.
2. Our team will review your request and provide a return authorization and the correct warehouse address.
3. Arrange for collection or drop-off as instructed.
4. Once the return is received and inspected, refunds are typically processed within 7 working days.

Notice: Please do not initiate a chargeback with your bank, as this can delay the resolution process by 2-3 months.