Refund policy

AZRA RETURN & REFUND POLICY

Last updated: September 2026

At AZRA, every piece is prepared with great attention to craftsmanship, materials and finishing. We carefully inspect each order before it leaves us.

RETURNS

For eligible products, you may request a return within 14 calendar days from the date on which you, or a person designated by you, receives the order.

To be eligible for a return, the item must:

• be unworn and unused;
• be in its original condition;
• have all original tags and accessories attached;
• show no signs of wear, alteration, washing, perfume, make-up or damage;
• be returned with its original packaging where reasonably possible.

To request a return, please contact us at contact@azrakeftan.com before sending the product back.

Items sent back without first requesting a return may not be accepted.

CUSTOM AND PERSONALISED PIECES

Products made specifically according to the customer's measurements, specifications, requested alterations or other personalisation are not eligible for the standard change-of-mind right of withdrawal where the applicable law permits this exception.

This does not affect your rights if a custom or personalised item is defective, damaged, incorrectly produced or does not correspond to the agreed specifications.

DEFECTIVE OR INCORRECT ITEMS

AZRA is responsible for products that are defective, incorrectly supplied or do not conform to the order.

If you believe there is a problem with your item, please contact us as soon as possible at contact@azrakeftan.com and provide:

• your order number;
• a description of the issue;
• clear photographs or videos of the product and packaging.

Where the product is confirmed to be defective or incorrect, AZRA will provide the appropriate remedy in accordance with applicable consumer law, which may include repair, replacement, price reduction or refund.

TRANSPORT DAMAGE

When delivery is arranged by AZRA, responsibility for accidental loss or damage remains with AZRA until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the order, as required by applicable law.

If your parcel arrives visibly damaged, please photograph the exterior packaging before opening it and contact us preferably within 48 hours of delivery.

Reporting damage within 48 hours helps us process the claim with the carrier more quickly. This request does not limit any mandatory consumer rights you may have.

If the customer independently appoints a carrier that was not offered by AZRA, responsibility for transport may transfer when the goods are handed to that carrier, to the extent permitted by applicable law.

RETURN SHIPPING

For a standard change-of-mind return, the customer is responsible for the direct cost of returning the item unless AZRA agrees otherwise.

If the return results from an incorrect, defective or non-conforming product for which AZRA is legally responsible, AZRA will cover the necessary return costs.

We strongly recommend using a tracked return service. Customers should retain proof of shipment until the return has been completed.

REFUNDS

Once the returned item has been received and inspected, we will inform you whether the refund has been approved.

Approved refunds will be issued to the original payment method in accordance with applicable law.

Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.

ORIGINAL CONDITION

AZRA reserves the right, to the extent permitted by law, to take into account any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

STATUTORY RIGHTS

Nothing in this policy limits any mandatory consumer rights available under applicable Spanish, European Union or other applicable consumer protection legislation.

Contact:
contact@azrakeftan.com