Warranty Information
Furniture
All our products come with manufacturer’s warranty which is valid for 2 years from the delivery date.
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How can I make a warranty claim?
To make a claim under the warranty please contact us using our contact form here, or send an email to hello@heze.co.uk, please provide the following:
- Your request, along with the purchase document that shows the delivery date.
- The product identification number (found on the label on the underside of the product).
- Photographic evidence of the fault or defect.
Once we receive your claim, the retailer will arrange an inspection within a reasonable time to verify the defect. If the issue is confirmed to be a manufacturing defect covered by this warranty, the retailer will forward a service request to the manufacturer.
The manufacturer will then decide whether to repair or replace the product (or part of it) at their discretion. This will be completed within a reasonable time after further checks confirm the defect and confirm it is covered under the warranty. These checks may be carried out by the manufacturer or an authorized representative.
If identical materials to the defective or non-conforming part are no longer available during repair, the manufacturer reserves the right to replace them with materials of similar quality and value.
What is excluded from warranty?
The warranty is void if:
1. The product or components were not purchased directly from
Heze
2. The product has been modified or changed without our
approval..
Normal Wear and Tear
The following are not considered defects and are excluded from the warranty:
1 . Fading, creasing, or softening of fabrics, leathers,
rugs, suspension components, and fillings over time with use.
2. Natural wood, furniture board and leather characteristics
like scars, marks, and variations in pore density or color.
3. Replacement of materials like cushion fillings and
coverings due to wear and tear will be at your expense.
Environmental Impact
Changes in color or condition caused by environmental factors (e.g., sunlight
exposure) are not covered.
Non-Genuine Parts
Damage caused by using parts or consumables that are not genuine
manufacturer items is not covered. For items not provided by Heze, warranty
service depends on obtaining approval from the original manufacturer.
Misuse or Improper Care
The warranty does not cover defects caused by misuse, poor maintenance, or
damage during transit. Products must be used and maintained according to care
instructions provided.
DIY Repairs
Attempting to repair a defective product or component yourself can cause
further damage, which is not covered under the warranty.
Commercial Use: The warranty does not apply if the
product is purchased for commercial purposes rather than personal, household,
or domestic use.
Listed Exclusions
Specific exclusions for certain
products or components are outlined in the warranty table above and apply here.
Outside the United Kingdom
The warranty does not
cover products delivered to or transported to locations outside the UK.
How can I check the status of my claim?
We will contact you as soon as we have any updates related to you claim, but if you have more questions or looking to provide additional information please contact us through the form here or give us a call on 0121 4487 030.
Please note that we need your order number or claim ID to assist you.
How can I check the status of my parts order?
If we’ve ordered parts from the manufacturer, we’ll contact you as soon as they arrive to confirm when your delivery will be with you.
There’s no need to reach out to us, as we are actively tracking your order and will notify you promptly to ensure you receive the parts as quickly as possible.
If you have more questions or looking to provide additional information please contact us through the form here or give us a call on 0121 4487 030.
Consumer legal rights
The manufacturer’s warranty offers additional benefits on top of the rights and remedies provided by the consumer protection laws in the country where you made your purchase. These legal rights remain unaffected by the warranty. Please note that the specific rights covered by this warranty may vary depending on the country.
Upholstery
Sofas, Armchairs etc.
At Heze, we provide a lifetime warranty for frames and frame springs, along with a 2-year warranty for stitching and electrical components.
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How can I make a warranty claim?
To make a claim under the warranty please contact us using our contact form here, or send an email to hello@heze.co.uk, please provide the following:
- Your request, along with the purchase document that shows the delivery date.
- The product identification number (found on the label on the underside of the product).
- Photographic evidence of the fault or defect.
Once we receive your claim, the retailer will arrange an inspection within a reasonable time to verify the defect. If the issue is confirmed to be a manufacturing defect covered by this warranty, the retailer will forward a service request to the manufacturer.
The manufacturer will then decide whether to repair or replace the product (or part of it) at their discretion. This will be completed within a reasonable time after further checks confirm the defect and confirm it is covered under the warranty. These checks may be carried out by the manufacturer or an authorized representative.
If identical materials to the defective or non-conforming part are no longer available during repair, the manufacturer reserves the right to replace them with materials of similar quality and value.
What is excluded from warranty?
The warranty is void if:
1. The product or components were not purchased directly from
Heze
2. The product has been modified or changed without our
approval.
Normal Wear and Tear
The following are not considered defects and are excluded from the warranty:
1 . Fading, creasing, or softening of fabrics, leathers,
rugs, suspension components, and fillings over time with use.
2. Natural wood, furniture board and leather characteristics
like scars, marks, and variations in pore density or colour.
3. Replacement of materials like cushion fillings and
coverings due to wear and tear will be at your expense.
Environmental Impact
Changes in color or condition caused by environmental factors (e.g., sunlight
exposure) are not covered.
Non-Genuine Parts
Damage caused by using parts or consumables that are not genuine
manufacturer items is not covered. For items not provided by Heze, warranty
service depends on obtaining approval from the original manufacturer.
Misuse or Improper Care
The warranty does not cover defects caused by misuse, poor maintenance, or
damage during transit. Products must be used and maintained according to care
instructions provided.
DIY Repairs
Attempting to repair a defective product or component yourself can cause
further damage, which is not covered under the warranty.
Commercial Use: The warranty does not apply if the
product is purchased for commercial purposes rather than personal, household,
or domestic use.
Listed Exclusions
Specific exclusions for certain
products or components are outlined in the warranty table above and apply here.
Outside the United Kingdom
The warranty does not
cover products delivered to or transported to locations outside the UK.
How can I check the status of my claim?
We will contact you as soon as we have any updates related to you claim, but if you have more questions or looking to provide additional information please contact us through the form here or give us a call on 0121 4487 030.
Please note that we need your order number or claim ID to assist you.
How can I check the status of my parts order?
If we’ve ordered parts from the manufacturer, we’ll contact you as soon as they arrive to confirm when your delivery will be with you.
There’s no need to reach out to us, as we are actively tracking your order and will notify you promptly to ensure you receive the parts as quickly as possible.
Consumer legal rights
The manufacturer’s warranty offers additional benefits on top of the rights and remedies provided by the consumer protection laws in the country where you made your purchase. These legal rights remain unaffected by the warranty. Please note that the specific rights covered by this warranty may vary depending on the country.
Kitchens
Heze Smart system
Our units are made with great care and attention to quality. When used as intended, you can expect them to deliver reliable performance for years to come.
We’re proud of the quality we build into every unit — that’s why we back our carcasses with an impressive 25-year warranty, giving you peace of mind for the long haul.
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What is covered?
Warranty Coverage Includes:
- This warranty exclusively covers the cabinet frames from the Heze Smart System range. It does not extend to components such as doors, fronts, worktops, appliances, or accessories, which may carry their own specific warranty terms.
- Cabinets must be used in spaces that match their intended function—kitchen units should be installed in kitchens, not repurposed for use in areas like garages or workshops.
- The warranty applies solely to use in private homes for personal purposes. It does not extend to items used in commercial spaces, rented properties, student accommodations, offices, or similar environments.
- Coverage is provided only to the original purchaser of the cabinets and is not transferable to any other individual.
- Eligibility is limited to individual consumers buying for personal use. Purchases made by businesses, sole traders, partnerships, or companies are excluded.
- The cabinets must be bought and used within the United Kingdom for the warranty to be valid.
What is excluded from warranty?
Our warranty excludes:
- Any issues resulting from incorrect installation, improper use, or lack of proper maintenance.
- Damages linked to circumstances beyond Heze Limited’s responsibility—this includes natural disasters, fire, chemical exposure, severe weather, flooding, vandalism, staining, misuse, abrasion, poor storage conditions after delivery, infestation or decay post-delivery, leaks, or use outside of a residential setting.
- Expected signs of aging such as surface wear or fading of finishes that occur over time with regular use.
- Damage related to pets or inappropriate use by children.
- Any repairs or modifications not performed or authorized by Heze Limited.
- Issues arising from the dismantling or moving of the cabinets after their original installation.
- Any harm caused by negligence, intentional damage, harsh treatment, improper environmental conditions, or unsuitable storage.
Additional Conditions
1. The reinstallation of repaired or replacement parts is not included under this warranty and must be arranged independently.
2. Please be aware that the cost or responsibility for removing any defective units or components is not covered. Any approved replacements will be sent directly to you.
3. Refusal to permit an inspection by an authorised Heze Limited representative for the purpose of assessing a warranty claim will render that claim invalid.
4. Any parts replaced or repaired under warranty are only covered for the remaining duration of the original warranty period.
5. This warranty applies solely to the original buyer, as listed on the purchase documentation, and cannot be transferred to another party.
6. The warranty is governed by the laws of England and Wales. Any legal matters related to this warranty will fall under the exclusive jurisdiction of their courts.
How can I make a warranty claim?
To make a claim under the warranty please contact us using our contact form here, or send an email to hello@heze.co.uk, please provide the following:
- Your request, along with the purchase document that shows the delivery date.
- The product identification number (found on the label on the underside of the product).
- Photographic evidence of the fault or defect.
Once we receive your claim, the retailer will arrange an inspection within a reasonable time to verify the defect. If the issue is confirmed to be a manufacturing defect covered by this warranty, the retailer will forward a service request to the manufacturer.
The manufacturer will then decide whether to repair or replace the product (or part of it) at their discretion. This will be completed within a reasonable time after further checks confirm the defect and confirm it is covered under the warranty. These checks may be carried out by the manufacturer or an authorized representative.
If identical materials to the defective or non-conforming part are no longer available during repair, the manufacturer reserves the right to replace them with materials of similar quality and value.
How can I check the status of my claim?
We will contact you as soon as we have any updates related to you claim, but if you have more questions or looking to provide additional information please contact us through the form here or give us a call on 0121 4487 030.
Please note that we need your order number or claim ID to assist you.
How can I check the status of my parts order?
If we’ve ordered parts from the manufacturer, we’ll contact you as soon as they arrive to confirm when your delivery will be with you.
There’s no need to reach out to us, as we are actively tracking your order and will notify you promptly to ensure you receive the parts as quickly as possible.
Consumer legal rights
The manufacturer’s warranty offers additional benefits on top of the rights and remedies provided by the consumer protection laws in the country where you made your purchase. These legal rights remain unaffected by the warranty. Please note that the specific rights covered by this warranty may vary depending on the country.
Budget Kitchen Systems
Summer, Sasha, Aura
All our budget sets come with manufacturer’s warranty which is valid for 2 years from the delivery date. Please note that worktops are only covered for 1 year.
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How can I make a warranty claim?
To make a claim under the warranty please contact us using our contact form here, or send an email to hello@heze.co.uk, please provide the following:
- Your request, along with the purchase document that shows the delivery date.
- The product identification number (found on the label on the underside of the product).
- Photographic evidence of the fault or defect.
Once we receive your claim, the retailer will arrange an inspection within a reasonable time to verify the defect. If the issue is confirmed to be a manufacturing defect covered by this warranty, the retailer will forward a service request to the manufacturer.
The manufacturer will then decide whether to repair or replace the product (or part of it) at their discretion. This will be completed within a reasonable time after further checks confirm the defect and confirm it is covered under the warranty. These checks may be carried out by the manufacturer or an authorized representative.
If identical materials to the defective or non-conforming part are no longer available during repair, the manufacturer reserves the right to replace them with materials of similar quality and value.
What is excluded from warranty?
The warranty is void if:
1. The product or components were not purchased directly from
Heze
2. The product has been modified or changed without our
approval.
Normal Wear and Tear
The following are not considered defects and are excluded from the warranty:
1 . Fading, creasing, or softening of fabrics, leathers,
rugs, suspension components, and fillings over time with use.
2. Natural wood, furniture board and leather characteristics
like scars, marks, and variations in pore density or colour.
3. Replacement of materials like cushion fillings and
coverings due to wear and tear will be at your expense.
Environmental Impact
Changes in colour or condition caused by environmental factors (e.g., sunlight
exposure) are not covered.
Non-Genuine Parts
Damage caused by using parts or consumables that are not genuine
manufacturer items is not covered. For items not provided by Heze, warranty
service depends on obtaining approval from the original manufacturer.
Misuse or Improper Care
The warranty does not cover defects caused by misuse, poor maintenance, or
damage during transit. Products must be used and maintained according to care
instructions provided.
DIY Repairs
Attempting to repair a defective product or component yourself can cause
further damage, which is not covered under the warranty.
Commercial Use: The warranty does not apply if the
product is purchased for commercial purposes rather than personal, household,
or domestic use.
Listed Exclusions
Specific exclusions for certain
products or components are outlined in the warranty table above and apply here.
Outside the United Kingdom
The warranty does not
cover products delivered to or transported to locations outside the UK.
How can I check the status of my claim?
We will contact you as soon as we have any updates related to you claim, but if you have more questions or looking to provide additional information please contact us through the form here or give us a call on 0121 4487 030.
Please note that we need your order number or claim ID to assist you.
Consumer legal rights
The manufacturer’s warranty offers additional benefits on top of the rights and remedies provided by the consumer protection laws in the country where you made your purchase. These legal rights remain unaffected by the warranty. Please note that the specific rights covered by this warranty may vary depending on the country.
Doors
Internal & External
All doors purchased from Heze are covered for 24 months. Below you can find all the information about claim process, exclusions and other important info.
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How can I make a warranty claim?
To make a claim under the warranty please contact us using our contact form here, or send an email to hello@heze.co.uk, please provide the following:
- Your request, along with the purchase document that shows the delivery date.
- The product identification number (found on the label on the underside of the product).
- Photographic evidence of the fault or defect.
Once we receive your claim, the retailer will arrange an inspection within a reasonable time to verify the defect. If the issue is confirmed to be a manufacturing defect covered by this warranty, the retailer will forward a service request to the manufacturer.
The manufacturer will then decide whether to repair or replace the product (or part of it) at their discretion. This will be completed within a reasonable time after further checks confirm the defect and confirm it is covered under the warranty. These checks may be carried out by the manufacturer or an authorized representative.
If identical materials to the defective or non-conforming part are no longer available during repair, the manufacturer reserves the right to replace them with materials of similar quality and value.
What is excluded from warranty?
The warranty is void if:
1. The product or components were not purchased directly from Heze.
2. The product has been modified or changed without our
approval.
Normal Wear and Tear
The following are not considered defects and are excluded from the warranty:
1 . Fading, creasing, or softening of fabrics, leathers,
rugs, suspension components, and fillings over time with use.
2. Natural wood, furniture board and leather characteristics
like scars, marks, and variations in pore density or colour.
Environmental Impact
Changes in colour or condition caused by environmental factors (e.g., sunlight
exposure) are not covered unless product is certified.
Non-Genuine Parts
Damage caused by using parts or consumables that are not genuine
manufacturer items is not covered. For items not provided by Heze, warranty
service depends on obtaining approval from the original manufacturer.
Misuse or Improper Care
The warranty does not cover defects caused by misuse, poor maintenance, or
damage during transit. Products must be used and maintained according to care
instructions provided.
Temperature & Liquid Damage
1. Deformations, warping, discolorations, and damages resulting from swelling of the material caused by excessive humidity in the room. Doors should be installed after the completion of so-called wet works, such as plastering and flooring, in dry and well-ventilated rooms, where the air humidity does not persistently exceed 55%, the air temperature is at least 10°C, and the temperature difference between separated rooms does not exceed 5°C.
2. Defects resulting from the impact of moisture and liquids on the product.
DIY Repairs
Attempting to repair a defective product or component yourself can cause
further damage, which is not covered under the warranty.
Commercial Use: The warranty does not apply if the
product is purchased for commercial purposes rather than personal, household,
or domestic use.
The warranty expires if any structural modifications to the product are made, except for shortening the door leaf within the permissible dimensions specified in the installation instructions.
Structural Changes
The warranty expires if any structural modifications to the product are made, except for shortening the door leaf within the permissible dimensions specified in the installation instructions.
Listed Exclusions
Specific exclusions for certain
products or components are outlined in the warranty table above and apply here.
Outside the United Kingdom
The warranty does not
cover products delivered to or transported to locations outside the UK.
Rules of Use and Maintenance
- Dirt should be removed using a slightly damp cloth (excessive moisture may damage the veneer).
- The guarantor is not responsible for any damage caused by the use of commercially available chemical cleaning agents.
- The product should not be exposed to direct contact with liquids. It must be protected from any form of moisture.
- It is strictly prohibited to:
- Place products in a slanted position (as this causes deformation) or store them on any edge other than the bottom edge,
- Assemble, use, or store products in raw, unventilated, humid, or heavily sunlit areas,
- Clean or maintain the product using chemical agents that contain abrasives, corrosive substances, or materials that may cause discoloration or damage,
- Slam the product or hang heavy, wet, sticky, or otherwise potentially damaging objects on it,
- Open or close the product using anything other than the appropriate accessories such as handles, knobs, or grips—grabbing the edges or surface may damage the decorative veneer.
How can I check the status of my claim?
We will contact you as soon as we have any updates related to you claim, but if you have more questions or looking to provide additional information please contact us through the form here or give us a call on 0121 4487 030.
Please note that we need your order number or claim ID to assist you.
Consumer legal rights
The manufacturer’s warranty offers additional benefits on top of the rights and remedies provided by the consumer protection laws in the country where you made your purchase. These legal rights remain unaffected by the warranty. Please note that the specific rights covered by this warranty may vary depending on the country.