Returns policy – Heze Limited
At Heze Furniture we take customer service very seriously. Your satisfaction is our top priority.
With that in mind, we aim to make your Heze furniture experience as smooth and seamless as possible – from purchase to delivery and beyond.
The following returns information applies to online orders only and excludes bespoke orders. If the furniture you order is bespoke, this will be indicated to you by one of our sales consultants at the time of purchase. For orders placed in-store, please contact your local store directly.
Whether you want to cancel your order pre-delivery, return an item after delivery, or experience any kind of problem, here’s how we can help.
Decided not to keep your purchase?
Just notify us in writing within 30 days from the day you receive your order.
Simply drop us a line, either by post or email (firstname.lastname@example.org), telling us that you no longer wish to keep your order along with your reason for returning it. Our contact details can be found at the bottom of this page.
And don't forget
All kitchen, dining and bedroom furniture (excluding Clearance items) comes with our free 2 year guarantee which covers all elements. So, in the unlikely event that you experience a problem with your furniture after this 30 days period, there's no need to worry.
Sofas and corner sofas comes with free 1 year guarantee.
All guarantee claims will be checked by our special claim team.
Returning your order to us?
It's easy. Simply take your order to Heze Furniture collection point and receive a full refund – including your original delivery charge.
Please ensure that your order is in the condition that you received it. To help you with your return, we're happy to send you large plastic bags to cover items of upholstery or mattresses.
Please make sure the item is in unused, resealable condition.
Need us to collect your order?
If it’s easier, we can collect the items from you. To do this, we charge a collection fee which depends on the type of item you wish to return, the number of items you are returning, and where you live. This may be up to 25% of the value of each item. We simply ask that you carry out the following:
Ensure any item for return is in the condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse.
Ensure that any item is available for collection within 14 days.
Once you have confirmation that we've received your cancellation and the item is back in our warehouse and has been inspected, you will receive a full refund to the original payment method you used, less the cost of the collection of the item.
Refunds made to a credit or debit card or via PayPal may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to seven working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.
Please note, we do not accept the following returns:
Mattress protectors, divan beds or pillows unless they are unopened, unused and still in their original packaging.
Mattresses or divans that have been used without a mattress protector.
These conditions do not apply to bespoke items* ordered from us. If your order includes a bespoke item, this will be indicated to you at the time of purchase.
* Bespoke items are those that are custom made or personalised in any way. This means they are bespoke to the individual and therefore cannot be resold.
Have a question about returning an item to us?
Please contact us on office @ heze.co.uk
Kitchen Unit Warranty and Guarantees – Heze Limited
Congratulations on your kitchen purchase. All our units are made to stringent quality standards in our manufacturing facilities and if used properly for their intended purpose you should enjoy many years from your purchase.
We are so confident in the quality of our units that we offer some of the longest warranties in the industry!
The details of this warranty are set out in the Warranty Terms & Conditions which you can read below.
1. The warranty guarantees that our cabinets will be free from faults or defects in workmanship and materials for the following periods dependant on range:
Family Line kitchens: 25 years (for private use only), business use and any others: 2 years
Senso kitchens: 25 years (for private use only), business use and any others: 2 years
Junona kitchens: 2 years
2. The warranty applies:
a. to cabinets manufactured by us, not aby other companies. It does not apply to, for example, worktops, accessories or appliances. If you are unsure as to what is meant by "cabinets" please speak to a member of staff who will be able to clarify the position for you;
b. to the person who purchased the cabinets. It is not transferrable to any other person;
c. to individuals who purchased the cabinets as a consumer for private use, not to businesses, companies, partnerships or sole traders;
d. to cabinets used entirely within a domestic environment for personal use, not to cabinets put into and used within business premises, places of work, rental properties, student properties or similar;
e. to cabinets used within the environment intended by their design, for example, kitchen cabinets used within a kitchen and not kitchen cabinets used in, for example, a garage;
f. to cabinets used and installed in accordance with any guidelines provided;
g. where the purchaser of the cabinets has validated the warranty in accordance with paragraph 4 below;
h. to cabinets purchased and used within the United Kingdom.
3. The warranty does not cover:
a. items purchased by you which are manufactured by another manufacturer;
b. damage caused or contributed to by poor, faulty or incorrect use, installation or maintenance;
c. damage caused or contributed to by events outside our company control, including but not limited to Acts of God, fire, explosion, contact with corrosive matter, extreme weather conditions, flood, vandalism, soiling, misuse, abrasion, improper storage following delivery, rot and/or infestation following delivery, leaks (or similar incidents), damage due to non-domestic use;
d. damage or colour deterioration caused or contributed to as a result of normal wear and tear;
e. damage caused or contributed to by alterations or repairs other than those carried out by our company;
f. damage caused or contributed to by the removal of the cabinets following initial installation;
g. damage caused or contributed to by wilful damage, abuse, mistreatment, negligence, abnormal storage or environmental conditions;
h. damage caused or contributed to by household animals and misuse by children.
4. Please note that we will not deal with or pay for the removal of defective cabinets (or parts) and it is your responsibility to collect replacement items from our store.
5. Installation of any repaired or replacement cabinet or cabinet part will not be our company's responsibility.
6. If you do not allow our company's representative to review the cabinet which is subject to the warranty claim you will invalidate the warranty in respect of that claim.
7. Any repaired or replacement cabinet parts shall be guaranteed on the terms of this warranty for the unexpired portion of the warranty period only.
8. This warranty is non-transferrable and is personal to the original purchaser as shown on the invoice.
9. This warranty is subject to the jurisdiction of the courts of England and Wales, and any dispute or claim arising out of, or in connection with it or its subject matter, shall be governed by, and construed in accordance with English law.