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 that we have the cancellation time frame. From the placing time, a cancellation request is sent:
- Within 1 hour: your order can be canceled and fully refunded.
- From 1-6 hours: your order can be canceled, and 30% of your payment would be charged for the cancellation fee.
- After 6 hours: the cancellation request will be refused.
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 24 hours from the placing time. The customer will void any replacements or refunds if correct shipment information isn't provided within 24 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 change the product(s) in your order or cancel an order to re-order for the other item(s) from our store, we will not refund you directly by the original payment method. Instead, we will provide you with a discount code having the same value as the old (canceled) order.
You can apply the code to deduct the price of the new order. Please note that the value of the new order should be higher than the old (canceled) order’s. If the price of the new order is lesser than the old (canceled) order, we are sorry that we can not refund the remaining value of the discount code.
3. RETURN & REFUND POLICY
Returns are available if initiated within ten (10) days from the date showing delivered status successfully on the carrier's system. Return request has to be initiated with our customer service email. Any claims made after 10 days will NOT be accepted.
3.1. RETURN & REFUND CONDITIONS
For returns made in a 10-day time frame, we accept the following reasons:
- We send out the wrong product in your order.
- A/an component/item is missing from your order.
- The product has manufacturing defects.
In the following cases, which are the common mistakes, the returns cannot be accepted:
- The customers change their minds.
- We send out the right ordered products.
- The product is damaged on the shipping carriers’ or customers’ part.
- The product is an attached gift.
- The product is used.
- The return requests are initiated over our time frame.
We would decline any return request for uncertain reasons or if it violates our conditions above.
3.2. RETURN/REFUND INSTRUCTION
Customers can request a return/refund to our customer service email email@example.com within 10 days of receiving the package.
For the return procedure, those must be attached in the requested email:
- Photo(s) of the shipping label on the package.
- Photo(s) or video(s) of the wrong/defective/damaged item(s).
After receiving your request, we would double-check your order with the provided proof and instruct the following steps (if the return is applicable).
Please be well-noted that the returned packages without our guidance and approval will not be accepted and refund/exchange will be rejected.
If the request is accepted, a return address will be sent to the customer via email; all fees for this process are at the customers’ expense. Customers need to provide us with the shipping label and tracking number of the returned package.
As long as we receive your package, if qualified, a refund will be credited as committed in 3 - 5 business days.
For better service, UPS or USPS is recommended. Please be well-informed that we cannot take any responsibility for damaged/lost returned packages, a refund is also inapplicable. In the event that the tracking number hasn’t been updated for days, please contact the shipping company you use for support.
3.3. 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 firstname.lastname@example.org.
3.4. EXCHANGE POLICY CONDITIONS
In case customers need an exchange, please contact us via our support email email@example.com for detailed information.