Refund policy
1. Who we are
These terms apply to all purchases on anzyhome.eu. The seller is Anzy Home SL, NIF B26909754, Calle Pintor Sabater 20, planta 12, puerta B, 46013 Valencia, Spain. Email: customer.support@anzyhome.com.
2. Where we sell
We currently sell to consumers in mainland Spain and the Balearic Islands. We do not currently deliver to the Canary Islands, Ceuta or Melilla.
3. Prices
All prices are in euros (€) and include VAT (IVA). Shipping is free. The price that applies is the one shown at the moment you place your order.
4. How your order works
- You choose your items and complete checkout.
- We send you an email confirming we have received your order.
- The contract is concluded when we send you a second email confirming your order is accepted and being prepared, or when we ship it, whichever comes first.
If an item turns out to be unavailable, or the price shown was a clear error, we will contact you. You can then choose a replacement or a full refund.
The contract can be concluded in English or Spanish. We keep a record of your order, and you will find its details in your confirmation email.
5. Payment
You can pay with the methods shown at checkout. Payments are processed securely by our payment providers. We never see or store your full card details.
6. Shipping
We ship from our stock in Valencia. Delivery times and details are in our Shipping Policy.
7. Handmade products
Every piece is made by hand from natural materials, so small differences are part of its character:
- Sizes may vary by about ±2.5 cm from the size listed.
- Colours may look slightly different on screen, and may vary between yarn batches. If you want to match an earlier purchase, contact us and we will check the batch. We can also send colour samples.
- The filling in poufs settles with use. This is normal, and poufs are designed so you can top up the filling. We are happy to advise.
8. Safety
Each product comes with a safety guide. Please read it carefully and follow it before first use.
9. Your right to cancel and return
You have 14 days to withdraw from your purchase without giving a reason. How it works, and the exceptions, are in our Returns & Refunds Policy.
10. Legal guarantee
All products are covered by the legal guarantee of conformity: 3 years from delivery under Spanish law. If an item is faulty or not as described, contact us and we will repair or replace it. If that is not possible, we will offer a price reduction or a full refund. Faults that appear within the first 2 years are presumed to have existed at delivery.
11. Liability
We are responsible for the products we sell, in line with the law. We are not responsible for damage caused by using a product against its safety guide or care instructions. Nothing in these terms limits our liability where the law does not allow it, including for death or personal injury caused by our negligence.
12. Personal data
We process your data as explained in our Privacy Policy.
13. Complaints and disputes
If something goes wrong, please write to us at customer.support@anzyhome.com. We reply within 3 business days and aim to solve every issue directly. You can also contact the consumer authorities in your region.
These terms are governed by Spanish law. As a consumer, you keep all the protections given to you by the law of your country of residence, and you can bring a claim before the courts of your place of residence.
14. Changes to these terms
We may update these terms. The version that applies to your order is the one published when you placed it.