Refund Policy — AZ Store

In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refer to AZ Store.

Warranty for products sold through AZ Store

All products sold by AZ Store come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, AZ Store offers a 12-month warranty on products found to be faulty or damaged, except (and subject to the Australian Consumer Law):

  • if expressly stated otherwise on the product listing — please refer to the product listing for the express warranty period;
  • in relation to accessories or bonus gifts (as noted on a product listing); or
  • if the fault or damage is due to:
    • normal wear and tear
    • damage arising from improper assembly or modification of the product
    • damage arising from abnormal use or abuse of the product
    • damage or wear from improper or lack of maintenance/care (e.g. fabric, leather, or timber)
    • damage to external product packaging only

We assess each warranty claim on a case-by-case basis. Depending on the nature of the fault, we may: send missing parts, suggest a self-repair method, replace the product (subject to availability), offer an alternative product, or offer a partial/full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

Send your claim via our website or by emailing customerservice@azstore.com.au, including:

  • your order number
  • the quantity of each product/part missing, faulty, or damaged
  • a clear image or video showing the fault, damage, missing part, original packaging, and/or instruction manual with the issue indicated (thumbnails aren’t acceptable quality)
  • a brief explanation of the issue and what you’re requesting (refund, credit, or replacement)

Please don’t dispose of the item before your claim is finalised — we may need to inspect it. Please don’t return the product unless we instruct you to; if a return is needed, we’ll provide a return label. Return postage isn’t refunded if the claim is found invalid and no label was provided.

For missing parts, once your claim is validated, we’ll dispatch the part as soon as practicable (up to two working days). If no spare part is available in a reasonable timeframe, we’ll offer an alternative solution in line with the Australian Consumer Law.

Report any delivery delay within 30 working days of dispatch. We’ll investigate with our courier partner (up to two working days); if we don’t hear back within that time, we’ll offer an appropriate remedy under the Australian Consumer Law. See our Shipping Policy for delivery timeframes. Delivery times may occasionally be affected by factors outside our control — thanks for your patience if this happens.

Refund, return and replacement procedure for damaged/faulty goods or missing parts

If you’re entitled to a refund, contact us via our website or email customerservice@azstore.com.au, and we’ll advise if the product needs to be returned. Refunds go to your original payment method only.

If you’re entitled to a replacement or spare part, we’ll advise if a return is needed. Note:

  • If there’s an address discrepancy caused by customer error that results in the product being returned to us, a Return to Sender cost (if applicable) and re-delivery cost will apply.
  • If an incorrect product is returned to our warehouse, we’re not responsible for it or obligated to return it to you.

Change of mind refund requests

We don’t accept change of mind refunds for:

  • health and safety products;
  • bulk purchases (including pallet or pickup orders); or
  • opened products (not in original, unopened packaging).

Otherwise, change of mind refund requests are considered only if made within 14 days of delivery. You must notify us within this window, or the request may be rejected.

Items returned due to incorrect or incomplete delivery information (including unclaimed items returned to sender) are treated as change of mind returns.

Change of mind request procedure

Consult with us before returning any item for a change of mind — returns made without prior consultation won’t be refunded.

Send us a message via our website or email customerservice@azstore.com.au with photos/video showing the product’s condition and an explanation of why you’d like to return it.

We prefer returns to be arranged at the customer’s own arrangement.

If accepted:

  • With a return label provided: we refund the item price and shipping fee, minus return postage and a 15% restocking fee (of item price + shipping).
  • Without a return label: we refund the item price and shipping fee, minus a 15% restocking fee.
  • If you change your mind before the item is received (requiring Return to Sender): we refund the item price and shipping fee, minus a 15% restocking fee, once the item is received back at our warehouse.

Product recalls

In the event of a product recall, we’ll advise you of the relevant procedure.