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Returns & Replacements

 

(last update: 11/26/15)

 

1 - Return an item in accordance with the Satisfied or Reimbursed warranty

Here at AZ boutique, we are very concerned by the trust you place in our company every time you order, that is why we extend this withdrawal period to 15 days. If this period went to expire on a week end or on a public holiday, it will automatically be extended until the next worked day.

This period starts on the day you receive the order.

It is possible to return a product within the withdrawal period of 15 days if the product is still in its original package (all the protections, accessories, instructions, as well as the different elements of the packaging, labels included must be present).

We will proceed to the refund of the exact price you paid for the product(s) as soon as we receive the relevant product(s).

We reserve us the right to send back to you the products that have not been returned in their original package. We also reserve us the right to send back to you the products that have been unpackaged and/or returned to our company after the withdrawal period of 15 days. The return costs will be on your charge, except if the products are defective or incorrect.

This right applies for every products bought to “az-boutique.co.uk”, except for the CDs, DVDs, VHS, software that have been unsealed, as well as for the silver plating or silver restoration service and the personalized, perishable or consumable products.

Products that are not damaged, defective or incorrect will not be replaced.

If you wish to cancel your order within the withdrawal period of 15 days, we invite you to follow the procedure described below, in the section “Authorizing a return”.

Attention ! The satisfied or reimbursed warranty do not apply to professional customers.

 

2 - Return a damaged, defective or incorrect item

CUSTOM CAUTIONS :

 

3 - Return a gift you didn’t want

Don’t hesitate! The person who gave you the gift you want to return won’t be informed.

THE PARCEL WAS DIRECTLY SENT TO ME

From time to time, it happens that we receive a gift we don’t like or that is of no use. Here at AZ boutique, you are free to return us a gift you received within a period of 15 days, starting on the day you received the parcel.

To be accepted, the product has to be sent back in its intact and complete original package (containing the totality of the protections, accessories, instructions, as well as the different elements of the packaging, labels included), and has to be in a perfect state for resale. Worn products or products with damaged packages will not be replaced or reimbursed.

Once the returned products are controlled, we will send an AZ boutique gift voucher (valid for a year) to the e-mail address you used to contact us. The amount of the gift voucher will be equal to the total amount of the products returned.

If you wish to return us one or several gifts, we invite you to contact us by phone at , from Monday to Friday, from 7am to 2pm GMT, or by e-mail at support@az-boutique.co.uk (indicating your customer number, the order number as well as the justifications concerning your request). Please, do not forget to indicate the order number that can be found on the delivery order. We will do our best to meet your request as soon as possible.

THE GIFT WAS DIRECTLY GIVEN TO ME

If the gift has been handed personally to you and so you don’t have a delivery order or an order number, you can return us the gift if you are sure it was bought on our online shop.

Beforehand, we invite you to contact us by phone at 020 3445 0785, from Monday to Friday, from 7am to 2pm GMT, or by e-mail at support@az-boutique.co.uk.

Then, we will ask you a few questions in order to find the relevant order. If we succeed in finding it and if it was delivered less than 15 days ago, we accept the return of the product in its original package. To be received, the product has to be sent back in its intact and complete original package (containing the totality of the protections, accessories, instructions, as well as the different elements of the packaging, labels included), and has to be in a perfect condition for resale. Worn products or products with damaged packages will not be replaced or reimbursed.

Once the returned merchandises controlled, we will send a gift voucher AZ boutique (valid for a year) to the e-mail address you used to contact us. The amount of the gift token will be equal to the total amount of the products returned.

 

4 - Authorizing a return

In order to ensure that your products will correctly be returned to our company and that we will be able to identify the relevant order, please go through the following procedure :

  • Go to your customer account (you can also ask a RMA using the link Return authorization at the bottom of each page of the website),
  • Choose the option “Returns & replacements” in left menu of your account,
  • Fill the form.

You should receive the authorization document by e-mail within the 24 hours following your return request.

Attention, any return made without authorization may be refused by our logistics service. In the case the return is accepted despite the absence of authorization, cancellation fees will be charged to the customer up to £10 and deducted from the total amount to be refunded. Moreover, the shipping costs initially charged will not be refunded.

 

5 - Authorizing a return

Once you received the authorization to return the products, package them carefully without forgetting to attach the authorization document to the parcel. Send the parcel using the return label, which is provided most of the time. Of course, you can send us back the parcel by paying directly the delivery costs. For more information about the refund of the delivery costs, we invite you to check the section “Refund calculation” on this same page.

To avoid any complication, we ask you to send the parcel with follow-up and to take out insurance for the total amount of the returned products. We also advise you, when possible, to ask the shipping company to do the packing for the return. However, we do not refund the costs for this service. Please take note that you will be responsible for the damages that could be caused during the return shipping. In this eventuality, we reserve the right to send back to you these items.

The parcels returned without the shipping insurance, returned in Cash on Delivery or damaged during the shipping will be systematically refused.

 

6 - Refund conditions

DELAY

Refund requests will be taken into account only after reception in our warehouse of the items in their original packages, and only if the return complies with the rules listed previously on this page and in the Terms of Sale section. We ensure to refund you within 30 clear days, starting on the day of reception.

REFUND METHODS

The refund will be carried out either by directly crediting the credit card you used to order the relevant products, either by check if you paid by check or by bank transfer.

In the case of a refund request for a gift you received, no matter what the reasons for the return are, the refund will be carried out by gift token.

For an order totally or partially paid by gift token, the refund will be carried out totally or partially by gift token. If this was specifically asked by the customer, we can send him the refund in the form of a credit note.

REFUSAL

We reserve the right to refuse a refund request and to send back the items that have not been returned in their original package (with the totality of the protections, accessories, instructions, as well as the different elements of the packaging, labels included)

We will systematically refuse the refund for items returned after the period of 15 days following the day of reception, except if these products are defective or incorrect.

 

7 - Refunds calculation

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you return an order as a result of a defective or damaged during shipping product, in accordance with our return conditions, or as a result of a mistake made by our company, we will take in charge the costs for the return delivery. The refund of these costs will be carried out either via a personalized return label, either by reimbursing you the amount you paid for the return delivery. In this last instance, you will have to provide a copy of the carrier’s bill, as well as the return delivery slip.

In any case, the refund for the return delivery will be limited to the total that was initially charged for the delivery of the relevant products. In the eventuality that the return concerns only a part of the order, the refund limitation will be calculated in the proportion of the initial order total weight.

Our team will make sure that the products are indeed incorrect, defective or damaged. In the case that our assessment will reveal that no mistakes were made by our company, we reserve the right to charge you for the total amount of the returned products and also for the total amount of the costs incurred during the return process.

RETURNED PRODUCTS IN ACCORDANCE WITH THE WARRANTY SATISFIED OR REIMBURSED

General principle

Except the orders delivered outside European Union and in the eventuality that you would like to cancel the totality or a part of your order within the withdrawal period of 15 days and that no mistakes have been made by our company, the refund will proceed as follow :

  • If you don’t return the totality of your order, the refund will correspond to the total amount of the products returned as well as the relevant delivery costs, within the limit of the amount that would have been charged if the cheapest shipping method would have been chosen ;
  • If you return the order in its totality, you will be refund for the total amount of the delivery costs, within the limit of the amount that would have been charged if the cheapest shipping method would have been chosen ;
  • If we pick up an item to your place, we reserve the right to charge you for the incurred costs ;
  • If you use one of our personalized return labels, its cost will be deducted of the total refund ;

We do not refund the gift wrapping costs or the costs incurred for the delivery return; these costs are at the customer’s charge. Likewise, the other services you may have subscribed to for this order will not be refund, except if our company made a mistake on the delivered product, or if this one is damaged or defective.

Concerning the orders delivered outside European Union, the shipping costs paid by the customer are not refundable.

Exceptions

In the case of a refund request for a gift you received, no matter what the reasons for the return are, the refund will be carried out by gift voucher. You will be able to use this gift voucher as full or partial payment for a future order on our website.

For an order totally or partially paid by gift voucher, the refund will be carried out totally or partially by gift voucher. The new gift voucher will have the same expiration date than the one used to pay the order. In most cases, the gift vouchers used to buy a product in a sale or on special offer cannot be refunded. Beforehand, we invite you to check the individual conditions of the special offers.

For the two exceptions mentioned above, the Terms of return still apply and the delivery costs you are likely to pay to return the relevant products will not be included in the refund, except if it appears that a mistake was made by our company. In the case that the order has been returned within a period of 15 days following the delivery day or if the return is made within 15 days after delivery but without a prior return authorization granted by our customer service, the initial delivery costs will not be included in the refund and a cancellation fee of £10 will be charged and deducted from the amount to be refunded..

In accordance with our Terms of Sale, we reserve the right to deduct from the total refund the delivery costs incurred to ensure the return of the products relevant to your return request, except for defective products or for products damaged during shipping.