Returns and Refunds

 

Last updated: 21 June 2026

This policy explains how Anyora handles voluntary returns, statutory cancellations, order-cancellation requests, refunds, faulty or damaged goods, incorrect orders and related issues.

It applies to physical goods purchased from the Anyora website and delivered within the United Kingdom.

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

1. About Anyora

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

Registered and return address:

Anyora Limited
72 Ambergate Road
Bilston
WV14 0SR
United Kingdom

Email: support@anyora.uk
Telephone: +44 1902 382162

Customers may also contact us through the Contact page on our website.

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

UK local time means Greenwich Mean Time or British Summer Time, as applicable.

2. Summary of our policy

Anyora accepts eligible returns of defective and non-defective physical goods.

Our standard rules are:

• Eligible voluntary returns must be requested and handed to the return carrier within 30 calendar days starting from the relevant item’s delivery date.

• Each item has its own return window where items are delivered separately.

• The voluntary return window is not automatically extended for weekends or public holidays.

• Non-defective goods returned under the voluntary policy must be new.

• An item normally qualifies as new if it remains unopened in its original packaging or has never been used.

• Statutory cancellation and faulty-goods rights are not restricted by the voluntary new-condition requirement.

• Returns are accepted by post.

• Customers obtain their own return label and pay change-of-mind return postage.

• Anyora reimburses reasonable agreed return-postage costs for valid faulty, damaged, unsafe, misdescribed, incomplete or incorrectly supplied goods.

• No restocking fee is charged.

• Direct exchanges are not accepted.

• Customers may submit a self-service cancellation request within 24 hours after placing an order while the relevant item remains unfulfilled.

• Where a refund is due, Anyora will process it without undue delay and within every applicable legal or contractual deadline.

• Customers should normally receive an approved refund through their original payment method within 14 calendar days after the applicable refund trigger described in section 20.

Amounts referred to in this policy are in pounds sterling unless clearly stated otherwise.

3. Voluntary 30-day return policy

In addition to applicable statutory rights, Anyora offers a voluntary 30-day return policy for eligible non-defective goods.

To use the voluntary return policy:

• you must submit the return request within 30 calendar days starting from the date on which the relevant item was delivered; and

• you must hand the item to the postal or parcel carrier within the same 30-calendar-day period.

Where items from the same order are delivered on different dates, each item has its own 30-day return period starting from its individual delivery date.

The voluntary period consists of calendar days. It is not automatically extended merely because the final day falls on a Saturday, Sunday or public holiday.

Please submit the request sufficiently early to allow the item to be posted within the 30-day period.

The voluntary policy may apply where:

• you changed your mind;

• you ordered the wrong product;

• you no longer want the product; or

• the product otherwise satisfies the voluntary conditions in this policy.

Submitting a request does not automatically confirm eligibility. We may review the request before approving a voluntary return.

4. Condition required for voluntary returns

A non-defective item returned under the voluntary policy must be new.

An item will normally be treated as new where it:

• remains unopened in its original packaging; or

• has been opened but has never been used and remains suitable for resale as new.

The item must also:

• be in substantially the same condition in which it was received;

• include all supplied parts, accessories, manuals, labels and tags;

• include the original packaging where reasonably available;

• be free from material marks, wear, odours, damage or contamination; and

• be securely packaged for return.

A voluntary return may be refused where the item:

• has been used;

• has been assembled or installed;

• has been worn, washed or cleaned;

• has been altered, modified or repaired;

• has been damaged after delivery;

• has missing essential parts or accessories;

• is materially marked, worn or contaminated;

• cannot reasonably be resold as new; or

• is not the item originally purchased from Anyora.

These voluntary conditions do not restrict an applicable statutory cancellation right or rights concerning faulty, damaged, unsafe, incorrect, incomplete or misdescribed goods.

5. Statutory cancellation rights

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

You may notify us that you wish to cancel from the time the contract is formed.

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

Where:

• several goods purchased under one contract are delivered separately, the period normally ends 14 calendar days after the final item is received;

• goods consist of several lots or pieces delivered separately, the period normally ends 14 calendar days after the final lot or piece is received; or

• goods are supplied regularly during a defined period, the period normally ends 14 calendar days after the first delivery.

The voluntary 30-day conditions and Shopify’s 24-hour self-service cancellation window do not replace or restrict applicable statutory rights.

6. How to exercise statutory cancellation

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

You may:

• email support@anyora.uk;

• use the Contact page on our website;

• telephone +44 1902 382162; or

• send the optional cancellation form included at the end of this policy.

You do not have to:

• use the optional form;

• use particular legal wording;

• provide a reason; or

• obtain our approval before a valid statutory cancellation takes effect.

Please provide enough information for us to identify you and the relevant order.

7. Returning goods after statutory cancellation

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

• we offered to collect the goods; or

• we agreed another return arrangement.

This statutory return deadline applies independently of our voluntary 30-day return policy.

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

8. Condition of statutory cancellation returns

The voluntary requirement that non-defective goods remain new does not override an eligible statutory cancellation right.

During the statutory cancellation period, you may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Opening packaging for reasonable inspection does not automatically remove the cancellation right.

Where permitted by law, 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 basis and amount of any deduction.

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

You remain responsible for packaging the goods safely for return.

9. Goods excluded from change-of-mind cancellation

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 that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been broken;

• goods inseparably mixed with other goods after delivery;

• sealed audio or video recordings after they have been unsealed;

• sealed computer software after it has been unsealed;

• newspapers, periodicals or magazines, except subscription contracts; and

• other goods to which a lawful statutory exception applies.

Any relevant restriction will be disclosed clearly before purchase.

These exceptions do not remove rights concerning goods that are faulty, damaged, unsafe, incorrectly supplied or misdescribed.

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

Where a product is genuinely subject to different return conditions, Anyora will disclose the difference before purchase and update the applicable website, checkout, product-data and merchant-platform information before offering that product for sale.

10. How to request a return

Where self-service returns are available, you may submit a return request through your customer account or order-status page.

You may also contact us directly by email.

Please provide, where relevant:

• your full name;

• your order number or other reasonable proof of purchase;

• the item and quantity concerned;

• whether the request concerns cancellation, change of mind, damage, a fault or an incorrect order;

• a description of the issue, where applicable;

• your preferred statutory remedy for faulty or incorrect goods; and

• reasonable photographs or other information where relevant.

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

Where goods are claimed to be faulty, damaged, incomplete or incorrectly supplied, we may request reasonable information needed to assess the issue.

We will not insist on photographs or video where obtaining them would be unreasonable, impossible or unnecessary and other reasonable evidence is available.

11. Review of return requests

A self-service voluntary return request is subject to review.

We may consider:

• the date the request was submitted;

• the delivery date;

• whether the item was posted within the applicable period;

• the reason for the return;

• the condition of the item;

• any applicable statutory exception; and

• the other requirements in this policy.

If we decline a voluntary return request, we will explain the reason.

We will not decline or restrict a valid statutory cancellation or faulty-goods remedy merely because it does not satisfy an administrative self-service rule.

12. Return method and address

Returns are accepted by post.

We do not currently offer:

• in-store returns; or

• a general customer drop-off return service.

Post eligible returns to:

Anyora Limited
72 Ambergate Road
Bilston
WV14 0SR
United Kingdom

Do not send goods to another 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 before arranging the return so that an appropriate alternative method can be agreed.

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

13. Change-of-mind return labels and postage costs

For statutory or voluntary change-of-mind returns, the customer is normally responsible for:

• selecting a suitable postal or parcel service;

• obtaining or purchasing the return label;

• paying the direct return-postage cost;

• attaching the label correctly; and

• packaging the item safely.

Anyora does not provide a general prepaid label for change-of-mind returns.

This responsibility applies where:

• we informed you before purchase that you would bear the direct return cost; and

• applicable law permits us to require you to bear that cost.

We recommend using an appropriately tracked or insured service and retaining proof of postage until the return and refund are complete.

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

14. Return labels and costs for faulty goods

For a valid faulty, damaged, unsafe, misdescribed, incomplete or incorrectly supplied-goods return made by post, the customer normally obtains the return label.

Contact us before purchasing or using a return service. We will confirm an appropriate service and reimburse the reasonable return-postage cost agreed with us.

Depending on the circumstances, we may ask you to provide:

• a postage receipt;

• proof of posting;

• the tracking number; or

• other reasonable evidence of the return cost.

Where the item cannot reasonably or safely be returned by post, contact us so that an appropriate collection or alternative return method can be arranged.

Anyora will bear reasonable necessary return or collection costs for goods validly rejected because they are:

• faulty;

• damaged;

• unsafe;

• misdescribed;

• incorrectly supplied;

• incomplete because of our error; or

• otherwise not in conformity with the contract.

The default customer-responsibility label arrangement does not make the customer ultimately responsible for the necessary cost of a valid non-conformity return.

15. No restocking fee

Anyora does not charge:

• a restocking fee;

• a refund-administration fee;

• a return-processing fee; or

• a percentage deduction merely for accepting an eligible return.

This does not prevent:

• the customer from paying direct change-of-mind return postage;

• a lawful deduction for diminished value caused by handling beyond what was reasonably necessary;

• an evidenced adjustment relating to missing contents under the voluntary policy; or

• another deduction expressly permitted by applicable law.

Every deduction will be explained.

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

Contact us as soon as reasonably possible where:

• an item arrives damaged;

• an item is defective or unsafe;

• you receive the wrong product, size, colour, model or variant;

• the wrong quantity is supplied;

• an essential part or component is missing;

• an item is materially different from its description; or

• an item otherwise fails to conform to the contract.

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

Depending on the circumstances, available 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.

The voluntary new-condition requirement does not apply to a valid faulty-goods or non-conformity claim.

17. 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 applicable legal 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.

Where you request or agree to a repair or replacement during the short-term rejection period, that period may be paused while you wait for the remedy.

18. Repair, replacement and later remedies

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

A 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

• the remedy is not provided within a reasonable time and without significant inconvenience.

Nothing in this section limits another remedy available under applicable consumer law.

19. Evidence and inspection

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

• photographs of the item or damage;

• photographs of the packaging;

• a photograph of the delivery label;

• a description of the issue;

• serial numbers or other 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:

• the identity of the item;

• its condition;

• whether it has been used;

• whether all supplied contents are present;

• whether it has been altered or damaged; and

• whether it corresponds to the relevant order.

Inspection will be completed promptly and will not be used to avoid or extend a mandatory legal or contractual refund deadline.

20. Refund timing

Standard refund processing time

Anyora’s standard customer-facing refund processing time is 14 calendar days.

Where a refund is due, we will process it without undue delay and within every applicable legal or contractual deadline.

Under normal circumstances, the customer should receive the approved refund through the original payment method within 14 calendar days after the applicable refund trigger described below.

We will submit refunds sufficiently promptly to meet this standard under normal payment-provider processing times.

Where applicable law requires us to issue or provide a refund sooner, the earlier legal deadline applies.

Applicable refund trigger

The 14-calendar-day period starts as follows:

• for an eligible statutory cancellation where goods have been delivered and Anyora has not offered to collect them, on the earlier of the day we receive the returned goods and the day the customer provides satisfactory evidence that the goods were sent back;

• for an eligible statutory cancellation where no goods have been delivered, on the day we are informed of the cancellation;

• for an eligible statutory cancellation where Anyora has offered to collect the goods, on the day we are informed of the cancellation;

• for a valid rejection of faulty or otherwise non-conforming goods, on the day Anyora agrees that the customer is entitled to a refund;

• for an eligible return made only under our voluntary return policy, on the day we receive and approve the returned item after inspection; and

• for a successfully cancelled unfulfilled order, on the day we confirm that the cancellation has been completed.

Statutory cancellation refunds

Where you validly cancel an eligible contract and goods have been delivered, we will issue the applicable refund without undue delay and within the deadline required by law.

Where we have not offered to collect the goods, we may withhold reimbursement until:

• we receive the returned goods; or

• you provide satisfactory evidence that the goods were sent back,

whichever occurs first.

Where no goods have been delivered, or where we have offered to collect them, the applicable refund deadline starts when we are informed of the cancellation.

Faulty or non-conforming goods

Where you validly reject faulty or otherwise non-conforming goods and are entitled to a refund, we will provide the refund without undue delay and within the period required by law.

The standard 14-calendar-day customer-facing period starts on the day we agree that you are entitled to the refund.

Voluntary returns

For a return made only under our voluntary policy, we will inspect the returned item promptly after it reaches us.

Where the voluntary return conditions have been satisfied, we will approve and process the refund without undue delay.

The standard 14-calendar-day customer-facing period starts on the day the returned item is received and approved.

Successfully cancelled unfulfilled orders

Where we successfully cancel an unfulfilled item after payment has been taken, we will process the applicable refund without undue delay.

The standard 14-calendar-day customer-facing period starts on the day we confirm that the cancellation has been completed.

Payment-provider processing

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

The exact time at which a submitted refund becomes visible may depend on the customer’s:

• bank;

• card issuer;

• PayPal account;

• digital-wallet provider; or

• other payment provider.

Timing may occasionally be affected by weekends, public holidays, account reviews, or an expired, replaced or closed payment card.

If a refund has not appeared within 14 calendar days after the applicable refund trigger, contact support@anyora.uk.

We will investigate the status and, where available, provide refund or transaction-tracing information.

Any exceptional payment-provider delay does not extend a mandatory legal or contractual deadline by which Anyora must issue or provide a refund.

21. 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 legally required; and

• any other amount that must legally be reimbursed.

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

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

Permitted deductions may include:

• actual diminished value caused by handling beyond what was reasonably necessary, where permitted by law;

• an evidenced adjustment relating to missing contents under the voluntary policy; or

• another evidenced deduction expressly permitted by law.

We will explain the basis and amount of every deduction.

No restocking or refund-administration fee is charged.

22. Refund method

Refunds are normally made:

• through the original transaction; and

• to the original payment method.

We will use another lawful method only where:

• the original payment method cannot receive the refund;

• you expressly agree to another method; or

• applicable law requires another approach.

We do not normally redirect a refund to:

• another person;

• an unrelated payment card;

• a different PayPal account; or

• an unrelated bank account.

Anyora does not charge a fee for issuing a refund.

23. Exchanges

Anyora does not accept direct exchanges, including change-of-mind exchanges for another:

• product;

• size;

• colour;

• model; or

• variant.

To obtain a different item, return the eligible item for a refund and place a separate new order.

This does not prevent Anyora from providing a replacement where replacement is an appropriate statutory remedy for goods that are faulty, damaged, incorrect or incomplete.

A replacement provided as a statutory remedy is not treated as a voluntary exchange.

24. Self-service cancellation requests

Customers may submit a self-service cancellation request through their customer account or order-status page within 24 hours after placing an order, provided the relevant item remains unfulfilled.

This 24-hour period controls access to the self-service cancellation-request feature. It does not replace or restrict an applicable statutory cancellation right.

Submitting a request does not mean that cancellation has been completed.

We will review the request and either:

• cancel the relevant unfulfilled item and process the applicable refund; or

• decline the request and explain that the item could not be stopped.

Cancellation may be impossible where processing, packing, fulfilment or dispatch has already progressed.

25. Cancellation requests after 24 hours

After the 24-hour self-service window closes, contact support@anyora.uk as soon as possible if you wish to cancel or amend an order.

We will try to stop or amend it, but cannot guarantee that a change can be made once processing, packing, fulfilment or dispatch has begun.

Where goods have already been dispatched, you may still exercise any applicable statutory cancellation or return right.

The 24-hour administrative window does not limit the right to notify us of an eligible statutory cancellation before delivery or during the applicable statutory period after delivery.

26. Refused deliveries

Refusing delivery does not by itself clearly notify Anyora that you are cancelling the order.

Contact us if you wish to cancel or return an order.

Where delivery is refused because of a verified problem attributable to Anyora or a delivery provider appointed by us, the customer will not bear the necessary return cost.

Where delivery is refused solely because the customer changed their mind, the customer may remain responsible for the direct return cost where:

• that responsibility was disclosed before purchase; and

• applicable law permits the cost to be charged.

27. Incorrect addresses and unclaimed parcels

Where a parcel is returned because:

• the delivery address supplied was materially incorrect or incomplete;

• the parcel was not collected after reasonable notification; or

• delivery failed for another reason within the customer’s control,

we may require payment of an actual and reasonable direct return or redelivery cost where legally permitted.

We will explain any proposed charge or deduction before applying it.

No such charge will apply where the delivery failure was caused by Anyora or a delivery provider appointed by us.

28. Tracking shows delivery but the parcel is missing

Contact us promptly if tracking states that a parcel was delivered but you have not received it.

We will investigate with the delivery provider where appropriate.

A carrier tracking status does not by itself remove statutory rights.

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

We will not require you to resolve the matter directly with a delivery provider appointed by Anyora.

29. Rejected voluntary returns

A voluntary non-defective return may be rejected where:

• the request was submitted outside the 30-day period;

• the item was handed to the return carrier outside the 30-day period;

• the item does not qualify as new under this policy;

• the item has been used;

• the item was assembled, installed, worn, washed, altered or modified;

• the item was damaged after delivery;

• the returned item is not the item purchased from Anyora;

• an essential supplied part or accessory is missing;

• another voluntary condition was not satisfied; or

• there is reasonable evidence of substitution, alteration or fraudulent return activity.

We will explain the reason for rejection and tell you:

• whether the item can be sent back to you; and

• whether an actual and reasonable delivery charge will apply.

A decision under our voluntary policy does not remove a valid statutory cancellation or faulty-goods remedy.

30. Complaints

Contact support@anyora.uk if you are dissatisfied with how we handled 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 required or prepared to use that provider.

31. Personal information

We process information concerning returns, refunds and complaints in accordance with our Privacy Policy.

This information may include:

• order information;

• customer correspondence;

• photographs;

• delivery-provider records;

• product identifiers;

• return records;

• refund records; and

• other information reasonably required to investigate or resolve the matter.

Please avoid sending unnecessary personal or sensitive information.

32. 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:

33. Changes to this policy

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

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

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

Changes to Shopify return or cancellation rules apply only to future orders.

Before materially changing the:

• return window;

• return condition;

• starting date;

• return method;

• label responsibility;

• return costs;

• exchange availability;

• restocking fees;

• refund timing; or

• cancellation-request window,

we will update the corresponding website, Shopify and Merchant Center information.

34. Contact us

Anyora Limited, trading as Anyora
Company number: 16938766

72 Ambergate Road
Bilston
WV14 0SR
United Kingdom

Email: support@anyora.uk
Telephone: +44 1902 382162

Customers may also use the Contact page on our website.

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