Refund and Returns Policy
Last updated: 11 November 2026
At AZeeMall, we take pride in offering carefully selected speciality foods, jewellery, gifts, homeware and traditional handcrafted products. We want every customer to shop with confidence and enjoy a straightforward shopping experience.
If you are not completely satisfied with your purchase, we are here to help.
This Refund and Returns Policy explains your rights, how to return an item, when refunds are issued and which products may be excluded from change-of-mind returns.
This policy is governed by applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy affects your statutory consumer rights.
1. Your Right to Cancel — 14 Days
When purchasing online from AZeeMall, you generally have the legal right to cancel an eligible order within 14 calendar days of receiving your goods, without providing a reason.
If your order contains several items delivered separately, the cancellation period normally ends 14 days after the last item arrives.
To exercise your right to cancel:
- Notify us of your decision to cancel within the 14-day cancellation period.
- Contact us at info@azeemall.co.uk, quoting your order number.
- Return the eligible products within 14 days of informing us of your cancellation.
You may use the cancellation form provided at the end of this policy, but you are not required to do so. A clear statement confirming your decision to cancel is sufficient.
Certain products are excluded from this right, as explained in Section 4.
2. How to Return an Item
We aim to make the returns process as straightforward as possible.
Step 1 — Contact Our Team
Email info@azeemall.co.uk with your order number, the product you wish to return and, where applicable, details of any problem.
Step 2 — Receive Return Instructions
Our customer service team will provide the appropriate return address and instructions.
Please contact us before posting an item so that your return can be correctly identified and processed. Your statutory cancellation rights do not depend on receiving prior authorisation from us.
Step 3 — Pack Your Item Carefully
Please use suitable protective packaging to prevent damage during transit, particularly for jewellery, ceramics, glassware, antiques and other fragile items.
Where possible, include the original packaging and any accessories supplied with the product.
Step 4 — Send Your Return
For eligible change-of-mind returns, goods must be sent back within 14 days of notifying us of your cancellation.
We recommend using a tracked postal service and retaining proof of postage.
3. Condition of Returned Products
You may inspect and handle eligible products as you reasonably would in a physical shop to establish their nature, characteristics and suitability.
For change-of-mind returns:
- Please handle products with reasonable care.
- Include any accessories, components or additional items supplied with the product.
- Use suitable packaging to protect the goods during their return.
- Avoid using or handling products beyond what is necessary to inspect them.
If handling beyond what would normally be permitted in a shop has reduced the value of the goods, we may make an appropriate deduction from the refund, where permitted by law.
Opening ordinary packaging does not automatically remove your statutory right to cancel. Specific exemptions apply to certain sealed hygiene-related products.
4. Products Excluded from Change-of-Mind Returns
Due to the nature of certain products sold by AZeeMall, some items may be excluded from the statutory 14-day cancellation right.
These exclusions apply only where permitted under UK consumer law.
Perishable Food Products
Products that are liable to deteriorate or expire rapidly may not be eligible for change-of-mind returns.
This may include certain fresh or highly perishable food products.
However, not all food products are automatically excluded. Shelf-stable, packaged foods may remain eligible for cancellation unless a specific legal exception applies.
Opened Hygiene-Sensitive Products
Sealed products that are genuinely unsuitable for return due to health protection or hygiene reasons may lose their cancellation eligibility once their protective seal has been broken after delivery.
This may apply to certain sealed food products or hygiene-sensitive items where the legal conditions for this exception are met.
Personalised or Custom-Made Products
Products made to a customer’s individual specifications or clearly personalised may be excluded from change-of-mind returns.
Other Legally Exempt Products
Additional exceptions may apply where specifically provided by UK consumer legislation.
Important: These exclusions do not affect your legal rights if an item is faulty, damaged, unsafe or not as described.
5. Damaged, Faulty or Incorrect Items
We take great care when selecting, packaging and dispatching products. However, if something goes wrong, we are committed to resolving the issue fairly.
If you receive an item that is damaged, defective, incorrect or materially different from its description, please contact us at info@azeemall.co.uk.
To help us investigate quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where available.
- Details of any missing or incorrect items.
Photographs can help us assess the problem, but your statutory rights are not conditional upon providing them.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Where goods fail to meet these requirements, you may have the right to:
- Reject eligible faulty goods for a full refund within 30 days, subject to the shorter period that may apply to goods reasonably expected to perish sooner.
- Request a repair or replacement where appropriate.
- Receive a price reduction or refund in circumstances provided for by law.
If a fault becomes apparent within the first six months, it is generally presumed to have existed at delivery unless the trader can establish otherwise or that presumption is incompatible with the nature of the goods or fault.
For a valid claim involving faulty or incorrectly supplied goods, AZeeMall will bear the reasonable return costs where required by law.
Food Quality Concerns
If a food product arrives spoiled, contaminated, damaged, incorrectly labelled or otherwise fails to meet applicable legal standards, please contact us as soon as reasonably possible.
We will review your concern and provide the remedy required by UK consumer law.
6. Refunds and Processing Times
Once you exercise your statutory right to cancel an eligible order, we will process your refund in accordance with UK consumer legislation.
For returned goods, refunds will be made without undue delay and no later than 14 days after:
- We receive the returned goods; or
- You provide evidence that you have sent the goods back, if earlier.
Where no goods need to be returned, the applicable refund deadline is generally 14 days after we are informed of the cancellation.
Refunds will be issued using the original payment method, unless you expressly agree otherwise.
We do not charge an administration or restocking fee for exercising statutory cancellation rights.
Where applicable, we may make lawful deductions for diminished value caused by excessive handling.
Your bank or payment provider may take additional time to display the refunded amount in your account.
7. Delivery and Return Postage Costs
Standard Delivery Refunds
If you cancel an entire eligible order under your statutory cancellation right, we will refund the amount paid for the goods together with the original standard delivery charge.
If you selected a more expensive delivery service, such as express or premium delivery, we are only required to refund the cost of the least expensive standard delivery option offered for that order.
Where the original delivery was free, there is no delivery charge to refund.
Returning only part of an order does not automatically entitle you to a refund of the original delivery charge.
Change-of-Mind Returns
For returns made because you have changed your mind, you are responsible for the direct cost of returning the goods, provided this responsibility was communicated before purchase, unless we agree otherwise.
Faulty or Incorrect Products
If goods are faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required under UK law.
Please contact us for return arrangements before incurring unnecessary postage expenses.
8. Exchanges
If you would like to exchange an eligible item for a different product, design or variation, please contact our customer service team.
Exchanges are subject to product availability and any applicable statutory rights.
If a direct exchange is unavailable, you may return an eligible item under this policy and place a new order.
For faulty products, your statutory rights to repair, replacement or other appropriate remedies remain unaffected.
9. Sale and Discounted Products
Products purchased during a sale, special offer or promotional campaign are covered by the same statutory consumer protections as full-price products.
Being discounted does not, by itself, remove your right to cancel an eligible online purchase or seek a remedy for faulty goods.
Any additional promotional return conditions will be clearly communicated where applicable and will not override your statutory rights.
10. Jewellery, Antiques and Handcrafted Products
AZeeMall offers selected jewellery, decorative pieces, traditional textiles, antiques and handcrafted gifts.
We recommend carefully reviewing product descriptions, measurements, materials and photographs before purchasing.
Due to their individual characteristics, handmade and vintage products may display natural variations or signs of age that form part of their description.
Characteristics or imperfections clearly disclosed before purchase are not necessarily defects.
Eligible products in these categories remain subject to your statutory cancellation and consumer rights.
Please package fragile or valuable returns securely to protect them during transit.
11. Gifts and Gift Orders
If an item was purchased as a gift, the original purchaser may exercise the applicable cancellation or consumer rights.
Refunds are normally issued to the original payment method.
If you have received an AZeeMall product as a gift and need assistance, please contact us. We will explain the available options.
12. Contact Us
If you have any questions about refunds, returns, damaged products or your statutory rights, our customer service team will be happy to assist.
AZeeMall — Customer Support
Email: info@azeemall.co.uk
Telephone: 07593 999124
Postal contact address:
1 Keswick Avenue
London, SW15 3QH
United Kingdom
Website: https://azeemall.co.uk
Please contact us for the appropriate parcel return address. If no separate returns address has been provided, the postal contact address above may be used in accordance with applicable law.
We aim to handle every enquiry fairly and help resolve concerns as efficiently as possible.
13. Model Cancellation Form
You may use the following form to cancel an eligible order. Its use is optional.
To: AZeeMall
Email: info@azeemall.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Product(s): __________________________
Order number: __________________________
Ordered on: __________________________
Received on: __________________________
Customer name: __________________________
Customer address: __________________________
Date: __________________________
Signature (only if submitted on paper): __________________________
You can send this information by email or provide any other clear statement of your decision to cancel.
14. Your Statutory Rights
This policy is intended to explain our returns and refund procedures clearly and transparently.
Nothing in these terms excludes, restricts or replaces any rights or remedies available to consumers under applicable UK legislation.
For further guidance about consumer rights, you may visit:
- GOV.UK — https://www.gov.uk/accepting-returns-and-giving-refunds
- Citizens Advice — https://www.citizensadvice.org.uk/
Thank you for shopping with AZeeMall.
We appreciate your trust and look forward to providing you with quality products, thoughtful service and a reliable shopping experience.