We understand that sometimes things don’t work out. That’s why we’ve made our returns process as simple and transparent as possible. Please read the following guidelines carefully to ensure your return is processed smoothly:

1. To qualify for a return, your item must be sent back in its original packaging and in the same condition in which it was received. Unfortunately, returns that do not meet these requirements cannot be accepted, including even partially assembled furniture. Please note that made to order items are not eligible for return unless faulty.
2. All return requests must be made within 28 days of receiving your order.
3. Eligible items can be returned via courier. You may arrange return shipping through a courier of your choice, or we can schedule a collection on your behalf. Please note: if you choose our courier collection service, a £30 collection fee will be deducted from your refund.
   
   If using your own courier, please ensure the item is securely packaged. You are responsible for the item until it arrives at our warehouse, so we strongly recommend choosing a fully tracked and insured delivery service.
   
   Return Address: Heze Furniture, Returns Department, Little Fields Way, Oldbury, B69 2BT
   
   
   
4. Once your return has been received at our warehouse, it will be inspected and processed within 5 business days.
5. Approved refunds will be issued to your original payment method within 2–4 business days after inspection. Please note we cannot issue refunds to alternative accounts or cards.
6. If the returned item is not in fully saleable condition, we reserve the right to refuse a refund or deduct up to 50% of the item's original value from your refund amount.
7. We do not currently offer direct exchanges. If you wish to change an item, please return wish to change an item, please return it for a refund and place a new order for the item you would like instead.

We understand that sometimes things don’t work out. That’s why we’ve made our returns process as simple and transparent as possible. Please read the following guidelines carefully to ensure your return is processed smoothly:

1. To qualify for a return, your item must be sent back in its original packaging and in the same condition in which it was received. Unfortunately, returns that do not meet these requirements cannot be accepted, including even partially assembled furniture.
2. All return requests must be made within 28 days of receiving your order.
3. Customer covers the transportation cost of the return when using a 3rd Party, or we can schedule a collection on your behalf. Please note: if you choose our bulky goods collection service, a £49 collection fee will be deducted from your refund.
   
   If using a transport company of your choice, please ensure the item is securely packaged. You are responsible for the item until it arrives at our warehouse, so we strongly recommend choosing a fully tracked and insured delivery service.
   
   Return Address: Heze Furniture, Returns Department, Little Fields Way, Oldbury, B69 2BT
   
   
   
4. Once your return has been received at our warehouse, it will be inspected and processed within 5 business days.
5. Approved refunds will be issued to your original payment method within 2–4 business days after inspection. Please note we cannot issue refunds to alternative accounts or cards.
6. If the returned item is not in fully saleable condition, we reserve the right to refuse a refund or deduct up to 50% of the item's original value from your refund amount.

Please note that products made to order cannot be returned unless faulty.

At Heze Furniture, we take great care in selecting high-quality products and ensuring they reach you in perfect condition.

We strongly recommend inspecting your order as soon as it arrives. Early checks help identify any potential damage that may have occurred during transit.

If you discover a fault or damage, please notify us within 7 days of delivery.
You can reach our Customer Service team by email at hello@heze.co.uk or by phone at 0121 448 70 30.

Depending on the issue, we’ll work with you to find the best solution, which may include:

• A return with a full refund
• An exchange for the same or similar product
• Arranging a technician to assess and repair the fault where possible

You’re free to cancel your order at any time before it has been dispatched for delivery. If the order hasn’t left our warehouse, you’ll receive a full refund, including the delivery cost. However, if the order has already been shipped, the delivery fee will not be refunded, and you will be responsible for any return shipping charges.

In certain situations, we may need to cancel your order. This could happen if:

1. The item you ordered is out of stock and unavailable for dispatch.
2. Delivery to your location is outside of our current service area.
3. The product has been discontinued by the manufacturer.
4. There was a clear error in pricing or product information at the time of your order.