Return & Refund Policy
By placing orders from AZ Fleek, please ensure that you have read, understood, and agreed with our return/refund terms.
1. CANCELLATION POLICY
If you would like to cancel your order, please notify us that we have the cancellation time frame. From the placing time, a cancellation request is sent:
- Under 6 hours: full value refund of the order
- From 6-12 hours: 30% of your total order value will be charged for stocking, processing, and a transaction fee on Payment Gateway.
- After 12 hours: your cancellation request will be refused since your order is being processed.
Once an order is canceled, a Cancellation confirmation email will be sent to your email address.
2. ORDER MODIFICATION POLICY
If your order needs modifying, especially regarding the shipping address, simply e-mail us at firstname.lastname@example.org as soon as possible. We would try our best to assist.
Please be noted that: we can only change your order information within 12 hours from the placing time. The customer will void any replacements or refunds if correct shipment information isn't provided within 12 hours.
Please refer to the order confirmation email sent to you right after your order is placed to double-check all the information.
In case you want to cancel the order due to placing the wrong order, we are also glad to help if you notify us within 12 hours from the purchasing time:
- The new order has the same price as the old order: We will assist you to change it on our system
- The new order has a lower price than the old order, : We will assist you to change it on our system and refund the rest of the order's amount you paid to your account in 5 - 7 days (based on your bank)
- The new order has a higher price than the old order: We will cancel your previous order and give you a discount code with the same amount as your previous order so that you can order again.
3. RETURN & REFUND POLICY
AZFleek Store only accepts to resolve the return/refund request sent to us within 7 days from the date the customer receives the item (the date on the shipment online tracking). Any claims made after 7 days will NOT be accepted..
3.1. RETURN & REFUND CONDITIONS
If the item you have received is defective, please notify AZFleek promptly and return the item in accordance with the conditions below:
- You must have purchased the item from us on the website at AZFleek
- Shipping label on the package is readable
- To obtain a refund, the item must be returned to us, unwashed, un-alternated, unworn (no other than trial), and in its original packaging, with all accessories.
- Damaged or defective items returned without their original packaging will not receive a refund.
3.2. REFUND REFUSAL
Despite that AZFleek always wants to bring the best value to the customer, we cannot accept returns/refunds in the following situations:
- Changing the decision.
- The used products.
- Losing the attached accessories.
- Size/color is correct as of the original order
- The product is an attached gift.
* Note: The return request must be the consent of the store representative.
3.3. RETURN/REFUND INSTRUCTION
Step 1: After receiving your order, if the items have been damaged, defective or wrong delivery, you must send the evidence (video, photo,…) within 7 days of receiving the package, including the shipping label
Step 2: Send to our customer support email / chatbox, so we can check the information and find a solution for your case.
Please note that we will not accept to solve cases when the customers return the goods by themselves without the shop's guidance and approval.
In case both sides reach the agreement, the return package will be shipped via the shipping agency (recommend: USPS or UPS) including the tracking number. The customer will pay the returning fee.
We will not be responsible if the package is lost or damaged on its way back.
After we received the package, if it meets the full conditions above, we will refund the order value back to your account in the next 3 – 5 working days.
* The shipping fee will not be refunded.
3.4. REFUND METHOD (IF APPLICABLE)
The refund will be credited to the same method you used to purchase with us. Depending on your card service, the refund process would take approximately 3 - 7 business days.
If you haven’t received a refund, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all those steps but still have not received your refund, please contact us via email@example.com.
3.5. EXCHANGE POLICY CONDITIONS
In case customers need an exchange, please contact us via our support email firstname.lastname@example.org for detailed information.
More support, please feel free to contact us via Live Chat at the link Portal