Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please provide: *This requirement is a must. Without the proof of photos/videos of items we won't be able to process your enquiry*
- Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
To start a return, you can contact us at info@azva.co.uk. Please note that information of the return address will be emailed to you.
If your return is accepted, you will be responsible to send the item back to us. We will provide instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items, discounted orders or gift cards.
Exchanges
We don't have an exchange service unless the product is damaged.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note that we don't do refunds if the product/s is damaged upon return.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@azva.co.uk.
We will refund, resend, or accept the return for any of the following cases:
1. Orders not Received.
AZVA will not deal with the refund or resend if the tracking information shows the order is delivered.
A. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
- Incorrect/insufficient address.
- No such number.
- Unknown recipient.
- Refused.
C. Do not pick up in time.
D. No safe delivery location.
E. Uncleared customs.
F. Others
3. Products Damaged.
AZVA LTD offers a full refund or a replacement if item arrived are badly damaged.
4. Incorrect or Missing Products.
We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with wrong colour, size which doesn't affect product function, etc., we offer a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, We will resend the accessories.
Notes:
For size problem, AZVA will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.