Refund policy
Returns
You have two ways to send something back, and they work differently. The first 14 days are your legal right. Days 15 to 30 are ours — a window we add on top, on our own terms. Both are set out below.
Days 1 to 14 — your legal right to cancel
If you are ordering from within the European Union you may cancel within 14 days of receiving the goods, for any reason, without giving one. This applies to everything we sell, including anything bought at a reduced price, and whatever the order was worth. Nothing on this page limits it.
To exercise it, tell us clearly by email at contact@azorherenthere.com. You may use the model form at the bottom of this page, but you are not obliged to.
We refund everything you paid, including the standard delivery cost you paid to receive the order. If you chose a delivery option more expensive than our standard one, we refund the standard cost rather than the upgrade. The refund is made within 14 days of you telling us, though we may withhold it until the goods are back with us or you show proof that you have sent them.
Condition. You may unpack the item, look at it, and try the wheels, handles and zips — the same as you would in a shop. That is what the 14 days are for. If the item comes back with wear beyond that, we may reduce the refund to reflect what it has lost in value, as the law permits. Scuffs from an actual trip are not inspection.
Or take store credit instead, and we add 10%
Inside the first 14 days you can choose store credit rather than a refund to your card. If you do, we add 10% on top. A €139 order comes back as €153 in credit. The credit does not expire and works on anything we sell.
This is an offer, nothing more. Ask for the card refund and you get the card refund, in full, with no conditions and no account to create. Your 14-day right is untouched either way.
Days 15 to 30 — our extended window
We give you another 16 days beyond the legal minimum. This part is our own policy rather than your statutory right, so it comes with conditions.
- The item must be unused, with tags, in its original packaging.
- We refund as store credit for the full amount, not to your card. The credit does not expire.
- Delivery costs are not refunded in this window.
If you would rather have the money back on your card, cancel inside the first 14 days.
Who pays return postage
You do, in both windows. Return shipping is at your cost and you arrange the carrier — unless the return is our fault, which is covered next. We state this here because we are required to tell you before you order, and because we would rather you knew now than after.
We recommend a tracked service. Until the parcel reaches us, it remains your responsibility.
When we pay — damaged, defective, or not what you ordered
If the item arrives damaged, defective, or is not what you ordered, the fault is ours and none of the above applies. We cover the return cost. Send a photograph to contact@azorherenthere.com within a reasonable time of delivery and we will put it right — repair, replacement or refund, whichever suits you. For smaller items we will usually just refund you and not ask for the item back.
How to start a return
Email contact@azorherenthere.com. Please do not send anything back before we have confirmed the return — items sent back without a confirmed return will not be accepted.
Confirmed returns are sent to: Via Sant'Anselmo 13, 10125 Torino TO, Italy.
Exceptions
None. We do not exclude any product we sell from returns.
Refunds
We will tell you once we have received and checked the return, and whether it was approved. Card refunds usually appear within 10 business days, though your bank or card issuer may take longer to post it. If more than 15 business days have passed since we approved your return and you have not seen it, email us at contact@azorherenthere.com.
Exchanges
The quickest route is to return what you have and place a separate order for what you want.
Two-year legal guarantee
Separate from returns: EU law gives you a two-year guarantee against defects that were present at delivery. If something fails within two years and it was not caused by normal wear or misuse, contact us and we will repair, replace or refund it. This is your legal right and nothing in this policy limits it.
Model withdrawal form
To Azor — Here & There, Via Sant'Anselmo 13, 10125 Torino TO, Italy, contact@azorherenthere.com:
I hereby give notice that I withdraw from my contract of sale of the following goods: __________
Ordered on / received on: __________
Name: __________
Address: __________
Date: __________