Refund policy

Refund and Returns Policy

Last updated: September 7, 2026

1. The short version — 30-day free returns

YOU HAVE 30 DAYS FROM DELIVERY TO RETURN ANY ITEM FOR A FULL REFUND,

In plain terms: if you change your mind, if it does not suit your space, if it is not what you pictured, or if you simply no longer want it, send it back within 30 days and we will refund you in full.

For a change-of-mind return we ask only that the item comes back unused and in its original packaging, and that you email us for a return label before you send anything.

If instead the item arrives faulty, damaged, incorrect, or materially not as described, that is covered too, on the same 30-day clock, with no condition requirement at all — see section 3.

You can also cancel any order for a full refund at any time before it is dispatched. Because we dispatch within one business day, please tell us quickly.

This policy is published on our website, linked from every product page and from the checkout, and available in writing at any time on request by emailing support@buyazy.com.

2. Change-of-mind returns

You may return an item for any reason at all if, within 30 days of delivery, you email us to start the return.

For a change-of-mind return the item must be:

  • Unused 
  • In its original packaging
  • In resalable condition 

Where a change-of-mind return meets those conditions, we email you a prepaid return label and refund the full price you paid for the items.

3. Faulty, damaged, incorrect, or not as described

Separately from change of mind, we will accept a return and refund or replace the item if within 30 days of delivery you tell us that the item is:

  • Faulty or defective — it does not work as it should, or it fails in normal use because of a manufacturing defect;
  • Incorrect — we sent the wrong item, the wrong color, the wrong size, the wrong quantity, or a missing component; or
  • Materially not as described — it differs in a significant way from the description, specifications, or photographs on our website.

Under this section the condition requirements in section 2 do not apply. It does not matter that the item has been opened, used, installed, or that the packaging has been thrown away — if the fault is ours, the return is ours to fix.

4. What is not covered

We cannot accept a return or issue a refund in these situations:

  • The item has been used, worn, washed, installed, assembled beyond inspection, or otherwise put into service, and is not faulty;
  • The item comes back damaged, soiled, or marked because of something that happened while it was in your care, or with parts, accessories, or packaging missing;
  • Damage caused after delivery by misuse, accident, neglect, unauthorized repair or modification, or use contrary to the instructions, and normal wear and tear;
  • Consumable parts that have been used up, and normal deterioration of items with a limited life;
  • The item is returned without contacting us first, or is sent to an address we did not give you;
  • The return is started more than 30 days after delivery.

Items we cannot take back on change of mind, for hygiene or safety reasons

The following cannot be returned for change of mind once opened or used. They are always covered if they are faulty, damaged in transit, incorrect, or materially not as described.

  • Personal care, grooming, and intimate wellness items;
  • Bedding, mattress protectors, pillows, and towels once removed from sealed packaging;
  • Food, drink, supplements, and other consumables;
  • Items that have been in contact with an animal, including used pet bedding, bowls, collars, harnesses, and toys;
  • Face coverings, earbuds, and other items worn in or on the body;
  • Custom, personalized, or made-to-order items;
  • Gift cards.

If one of these items is still sealed and unopened, you may return it on change of mind in the normal way.

Nothing in this section limits your rights if an item is faulty, damaged in transit, incorrect, or materially not as described.

5. How to start a return

  1. Email us within 30 days of delivery at support@buyazy.com. Put your order number in the subject line and tell us which items you are returning. For a change-of-mind return that is all we need — you do not have to give a reason.
  2. If the item is faulty, damaged, or wrong, please also include clear photographs of the item, the fault or damage, and the shipping box and packaging if it was damaged in transit. Photographs let us resolve most of these claims without you having to send anything back at all.
  3. We respond within one business day with a prepaid return label, or with a request for more information if we need it.
  4. Send the item back within 14 days of receiving the label, using the label we provided, packed so it will not be damaged in transit. Do not send anything back before we give you a label — items returned without prior authorization may not be processed.
  5. We inspect and resolve. Once the item reaches us we inspect it within three business days and confirm the outcome by email.

6. Refund or replacement

Where a return is approved, you may choose either:

  • A full refund of the price you paid for the item. Shipping was free in both directions, so there is nothing deducted or
  • A replacement of the same item, sent free of charge. If the item is out of stock or discontinued, we will tell you and refund you instead.

We do not offer store credit in place of a refund, and we will not push you toward a replacement if you want your money back.

If you return only part of an order, we refund the items you sent back. Where a discount or promotion applied to the order as a whole, we recalculate it fairly across the items you keep and tell you the figure before we process the refund.

7. How and when refunds are paid

Approved refunds are issued to the original payment method — the same card, wallet, or account you paid with. We cannot refund to a different card or send a check.

We issue refunds within 5 business days of approving your return. Once we issue a refund, the time it takes to appear on your statement depends on your bank or card issuer, and is typically a further three to ten business days. That part is outside our control.

8. Damaged in transit

If a parcel arrives visibly damaged, please photograph it before you open it if you can, and keep the box and all packing material until the claim is resolved — the carrier may ask to inspect it. Tell us within 30 days of delivery, and sooner if you can. In most transit-damage cases photographs are enough and we will not ask you to ship the item back.

9. Missing or lost parcels

A parcel that never arrives is handled under our Shipping Policy, not this policy. In summary: if tracking does not show delivery within fifteen business days of dispatch, contact us and we will investigate with the carrier and then replace or refund. If tracking shows the parcel as delivered but you do not have it, contact us within seven days of the delivery scan.

10. Canceling an order

You may cancel an order for any reason and a full refund at any time before it is dispatched. Email support@buyazy.com as soon as possible with your order number and the word "cancel." Because we dispatch within one business day, the window is short, and once a parcel has left the warehouse we cannot recall it — but you can then simply refuse it or return it under section 2.

Separately, if we are ever unable to ship your order within the time we stated, we will contact you and offer you the choice of consenting to a delay or canceling for a full refund, as described in our Shipping Policy.

11. Refused and undeliverable parcels

If you refuse delivery of a parcel, we treat it as a change-of-mind return under section 2 and refund the item price and any sales tax once the parcel reaches us, provided it is unopened and in resalable condition. You do not need to do anything else, though emailing us speeds it up.

If a parcel is returned to us because the address you gave was wrong, incomplete, or undeliverable, or because it went unclaimed at a carrier depot, we will contact you when it reaches us. You may choose a full refund of the item price and sales tax, or a reshipment. Because the failed delivery was not our error, a reshipment in that situation is at your cost, and we will tell you the amount before we charge anything.

12. Contact

All returns and refund questions go to support@buyazy.com. Full contact details are on our Contact Information page, and there is a plain-language summary on our returns page.