Returns and Refunds

Last updated: 21 June 2026

This policy explains how Anyora handles statutory cancellations, voluntary returns, refunds, faulty or damaged goods, incorrect orders and delivery problems.

It applies to physical goods purchased through anyora.uk and delivered within the United Kingdom.

Nothing in this policy excludes, limits or replaces any statutory consumer right or remedy that cannot lawfully be excluded or limited.

1. About Anyora

Anyora Limited, trading as Anyora
Company number: 16938766
Registered in England and Wales

Registered and return address:

72 Ambergate Road
Bilston
WV14 0SR
United Kingdom

Email: support@anyora.uk
Telephone: +44 1902 382162
Contact form: https://anyora.uk/pages/contact

Customer-support hours are Monday to Friday, 9:00am to 5:00pm UK time.

2. Summary

Anyora offers a voluntary 30-day return period for eligible goods.

For most goods purchased online, UK consumers also have a statutory right to cancel without giving a reason. This normally ends 14 calendar days after the day the goods are delivered.

Key points:

eligible voluntary returns may be requested within 30 calendar days beginning on the day after delivery;
statutory cancellation rights apply during the statutory period;
our additional voluntary conditions apply after the statutory period;
returns are normally made by post;
direct change-of-mind exchanges are not offered;
no restocking fee is charged;
customers normally pay the direct return cost for a change-of-mind return where informed of that responsibility before ordering;
an optional Anyora prepaid label costs £5.99;
customers may instead arrange and pay for a suitable return themselves; and
Anyora bears reasonable return costs where goods are faulty, damaged, unsafe, misdescribed, incorrectly supplied or incomplete because of our error.

3. Voluntary 30-day return period

You may request an eligible return within 30 calendar days beginning on the day after the relevant product is delivered.

Where products from one order arrive on different days, the voluntary period is calculated separately for each product from the day after it is delivered.

Eligible reasons may include:

you changed your mind;
you ordered the wrong product;
you no longer want the product;
the product arrived damaged or defective;
you received the wrong product or variant;
an essential item, part or component was missing; or
the product was materially different from its description.

For a return made only under our voluntary policy, you must normally send the product back within 14 calendar days after we provide return instructions, unless we agree otherwise.

4. Statutory cancellation right

If you are a consumer, you may have a statutory right to cancel an eligible online purchase without giving a reason.

The right begins when the contract is formed.

For a standard order, the cancellation period normally ends 14 calendar days after the day on which you, or a person you nominated other than the carrier, take physical possession of the goods.

Where:

several goods under one contract are delivered separately, the period normally ends 14 days after the final item is received;
goods consist of several lots or pieces delivered separately, it normally ends 14 days after the final lot or piece is received; or
goods are supplied regularly during a defined period, it normally ends 14 days after the first delivery.

You may notify us of cancellation before delivery.

5. How to cancel

To exercise an eligible statutory cancellation right, make a clear statement that you wish to cancel.

You may:

email support@anyora.uk;
use https://anyora.uk/pages/contact;
telephone +44 1902 382162; or
send the optional cancellation form at the end of this policy.

You do not have to:

use the form;
use particular legal wording;
give a reason; or
obtain our approval before the cancellation is effective.

Provide enough information to identify your order.

6. Returning goods after statutory cancellation

After notifying us of cancellation, you must send the goods back without undue delay and no later than 14 calendar days after the day on which you notified us, unless:

we offered to collect them; or
another arrangement was agreed.

Contacting us before posting helps us identify and process the return, but statutory cancellation is not conditional on receiving a return-authorisation number.

Administrative non-compliance does not invalidate a statutory cancellation that was otherwise validly exercised.

7. Condition of statutory returns

You may inspect goods in the same way that you reasonably could in a physical shop.

Opening packaging for reasonable inspection does not itself remove your cancellation right.

Where legally permitted, we may reduce the refund to reflect an actual loss in value caused by handling beyond what was reasonably necessary to establish the goods’ nature, characteristics and functioning.

We will explain the reason and amount of any deduction.

A statutory cancellation will not be rejected solely because original packaging is missing.

You remain responsible for packaging the goods safely for return.

8. Conditions for voluntary change-of-mind returns

After the statutory period has ended, a return under our voluntary policy must:

be requested within the applicable 30-day period;
contain the product originally purchased from Anyora;
be new and unused, except for reasonable inspection;
be in substantially the same condition in which it was received;
include original packaging where reasonably available;
include all supplied parts, accessories, manuals and tags;
be securely packaged; and
include the order number or other reasonable proof of purchase.

A product assembled, installed, washed, altered, modified or used beyond reasonable inspection may be ineligible under the voluntary policy.

Where appropriate, we may offer a reduced voluntary refund reflecting the actual loss in value or missing contents rather than rejecting the return completely.

These voluntary conditions do not restrict rights concerning faulty or otherwise non-conforming goods.

9. Cancellation exceptions

Statutory cancellation exceptions may apply to certain goods, including:

goods made to your specifications or clearly personalised;
goods liable to deteriorate or expire rapidly;
sealed goods not suitable for return for genuine health-protection or hygiene reasons once unsealed;
goods inseparably mixed with other items after delivery;
sealed audio or video recordings once unsealed;
sealed computer software once unsealed; and
other goods to which a statutory exception applies.

Any relevant product-specific exception will be identified before purchase.

These exceptions do not remove rights relating to faulty, damaged, unsafe, incorrect or misdescribed goods.

Sale and promotional goods have the same statutory rights as full-price goods.

10. Requesting a return

Please provide, where relevant:

your name;
order number or other proof of purchase;
the product and quantity concerned;
whether you wish to cancel or return it;
the reason for the return, where you choose to provide one;
your preferred remedy for faulty or incorrect goods; and
reasonable photographs or other evidence where relevant.

You do not have to provide a reason for an eligible statutory cancellation.

Where goods are faulty, damaged, incomplete or incorrectly supplied, we may request reasonable evidence.

We will not insist on video evidence where it would be unreasonable, unnecessary or unavailable.

11. Return address

Returns are normally made by post to:

Anyora Limited
72 Ambergate Road
Bilston
WV14 0SR
United Kingdom

Do not return goods to a different address printed on the original parcel unless we confirm that address in writing.

Where goods cannot reasonably or safely be returned by ordinary post, contact us so we can arrange or agree an appropriate method.

Keep proof of postage or collection until the return and refund are complete.

12. Change-of-mind return costs

Where you exercise a statutory or voluntary change-of-mind return, you are normally responsible for the direct cost of returning the goods where:

we informed you of that responsibility before ordering; and
the law permits us to require you to bear the cost.

Anyora prepaid label

Where available, you may use an optional prepaid return label supplied by Anyora.

The current cost is £5.99.

The amount will be deducted from the refund only if you choose and use the label.

The £5.99 amount is a return-shipping charge, not a restocking, handling or administration fee.

Self-arranged return

You may arrange and pay for a suitable postal or parcel return yourself after obtaining the relevant return information.

If you do not use our prepaid label, the £5.99 charge will not be deducted.

We recommend using a suitable tracked or insured service and retaining proof of postage.

If we failed to tell you before purchase that you would be responsible for a statutory cancellation return cost, we will bear that cost where required by law.

13. Faulty, damaged, unsafe, incorrect or incomplete goods

an item arrived damaged;
an item is defective or unsafe;
you received the wrong product or variant;
an essential item, part or component is missing;
the item is materially different from its description; or
the goods otherwise do not conform to the contract.

Prompt contact helps us investigate but does not shorten or remove your statutory rights.

Depending on the circumstances, remedies may include:

the short-term right to reject and receive a refund;
repair;
replacement;
a price reduction;
the final right to reject; or
another remedy available under applicable law.

Anyora will bear reasonable costs necessary to return goods validly rejected because they are faulty, damaged, unsafe, misdescribed, incorrectly supplied or otherwise non-conforming.

The £5.99 change-of-mind label charge will not apply.

14. Short-term right to reject

In many cases, a consumer has a short-term right to reject non-conforming goods within 30 days.

The period normally begins after the relevant requirements have been met, including delivery and any installation that Anyora was required to complete.

A shorter period may apply to goods reasonably expected to perish sooner.

If you request or agree to repair or replacement during the short-term rejection period, the period is paused while you wait for the repaired or replacement goods.

15. Repair, replacement and later remedies

Where the short-term right to reject has ended, you may normally request repair or replacement.

The selected remedy may be unavailable where it is impossible or disproportionate compared with the alternative.

Repair or replacement must be provided:

within a reasonable time;
without significant inconvenience; and
without charging necessary labour, material, postage or delivery costs.

A price reduction or final right to reject may become available where:

repair and replacement are impossible;
an attempted remedy does not resolve the problem; or
a remedy is not provided within a reasonable time and without significant inconvenience.

Where a fault appears within six months after delivery, it will generally be treated as having existed at delivery unless we establish otherwise or the presumption is incompatible with the nature of the goods or fault.

16. Evidence and inspection

We may ask for reasonable information needed to assess a return, including:

photographs of the goods or damage;
packaging photographs;
a photograph of the shipping label;
a description of the issue;
serial numbers or identifying information; or
the returned item itself.

We will consider other reasonable evidence where photographs or video are unavailable or inappropriate.

After receiving a return, we may inspect its identity, condition, completeness and supplied accessories.

Inspection will not be used to extend a mandatory statutory refund deadline.

17. Refund deadlines

Statutory cancellation

Where you validly cancel an eligible contract and we have not offered to collect the goods, we will reimburse the applicable amount without undue delay and no later than 14 calendar days after:

the day we receive the goods; or
if earlier, the day you provide evidence that you sent them back.

We may withhold reimbursement until we receive the goods or evidence of return.

Where we offered to collect the goods, we will follow the applicable statutory deadline.

Faulty or non-conforming goods

Where you validly reject faulty or non-conforming goods and are entitled to a refund, we will provide it without undue delay and no later than 14 calendar days after we agree that you are entitled to it.

Voluntary returns

For returns made only under our voluntary policy, we will inspect and process the return within a reasonable period and initiate an approved refund promptly.

We normally aim to inspect eligible returns within three business days after they reach us and submit an approved voluntary refund within seven business days after inspection.

These targets do not extend a mandatory legal deadline.

Payment providers may require additional time to display the funds.

18. Refund amount

Subject to applicable law, a refund may include:

the price paid for the returned goods;
applicable taxes;
the original standard delivery charge where required; and
another amount that must legally be reimbursed.

Where you cancel the whole order under a statutory right, we will refund the cost of our least expensive standard delivery option.

If you selected a more expensive service, we are not normally required to refund the amount paid above the standard option.

Permitted deductions may include:

the £5.99 cost of an optional Anyora return label that you chose and used;
actual diminished value caused by excessive handling where legally permitted; or
another evidenced deduction expressly permitted by law or our voluntary policy.

We will explain every deduction.

No restocking or refund-administration fee is charged.

19. Refund method

Refunds are normally issued through the original transaction and to the original payment method.

We will use another method only where:

the original method cannot receive the refund;
you expressly agree to another lawful method; or
applicable law requires another method.

We do not charge a fee for issuing a refund.

20. Exchanges

We do not offer direct change-of-mind exchanges.

To obtain another product, size, colour or model, return the eligible product and place a new order.

This does not prevent us from providing a replacement as a remedy for faulty, damaged, incorrect or incomplete goods.

21. Cancelling or changing an order before dispatch

Contact support@anyora.uk as soon as possible if you wish to cancel or change an order.

We will try to stop or amend it, but cannot guarantee cancellation or modification once processing, packing or dispatch has begun.

Where an order is successfully cancelled after payment has been taken, we will initiate the applicable refund promptly.

22. Refused deliveries

Refusing delivery does not itself ensure that cancellation has been recorded.

Where delivery is refused because of a verified problem attributable to Anyora or our carrier, you will not be charged the £5.99 change-of-mind return cost.

Where delivery is refused solely because you changed your mind, reasonable direct return costs may be deducted where legally permitted and disclosed in advance.

23. Incorrect addresses and unclaimed parcels

If a parcel is returned because:

the address supplied was materially incorrect or incomplete;
you failed to collect it after reasonable notification; or
delivery could not be completed for another reason within your control,

we may ask you to pay the actual, reasonable direct cost of return or redelivery where legally permitted.

We will explain any charge or deduction before applying it.

No charge will apply where the failure was caused by Anyora or our carrier.

24. Tracking shows delivered but the order is missing

We will investigate with the carrier where appropriate.

A carrier’s tracking status does not itself remove your statutory rights.

Goods normally remain at our risk until they come into your physical possession or the possession of a person you identified to receive them, subject to any applicable legal exception.

We will not require you to resolve a claim directly with our carrier.

25. Rejected voluntary returns

A return made only under our voluntary policy may be rejected where:

it was requested outside the 30-day period;
the goods were used beyond reasonable inspection;
the goods were damaged after delivery through misuse or neglect;
the returned item is not the item purchased from Anyora;
essential supplied items are missing;
the voluntary conditions were not met; or
there is reasonable evidence of substitution, alteration or fraudulent return activity.

We will explain the reason and tell you whether the goods can be returned to you and whether an actual, reasonable delivery charge will apply.

A voluntary-return decision does not remove a statutory remedy.

26. Complaints

Contact support@anyora.uk if you are dissatisfied with the handling of a cancellation, return, refund or delivery problem.

We will review the matter and try to resolve it fairly.

Where legally required, we will provide information about an appropriate accredited alternative dispute-resolution provider and state whether we are obliged or prepared to use that provider.

27. Personal information

We process return, refund and complaint information in accordance with our Privacy Policy.

This may include order information, correspondence, photographs, carrier records, refund records and evidence needed to investigate the matter.

Avoid sending unnecessary personal or sensitive information.

28. Optional cancellation form

You may use this form to cancel an eligible contract. You are not required to use it.

To:

Anyora Limited
72 Ambergate Road
Bilston
WV14 0SR
United Kingdom

Email: support@anyora.uk

I/We give notice that I/We cancel my/our contract for the sale of the following goods:

Goods:

Order number:

Ordered on:

Received on:

Name of customer(s):

Address of customer(s):

Signature of customer(s):

A signature is required only where this form is submitted on paper.

Date:

29. Changes to this policy

We may update this policy for future orders to reflect changes to our products, procedures or legal obligations.

The version available when you submit an order applies to that order.

We will not apply a later change retrospectively to reduce a right forming part of an existing order.

30. Contact us

Anyora Limited, trading as Anyora
Company number: 16938766