Return & Refund Policy
Last updated: 03/18/2026
At Azivella, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer an easy return process in accordance with the policy outlined below.
1. Return Eligibility
You may return your item(s) within 30 days of receiving your order.
To be eligible for a return, the item must:
• Be unused and in original condition
• Include all original packaging, tags, and accessories
• Be accompanied by proof of purchase (e.g., order number or receipt)
Items that do not meet these conditions may be refused.
2. Non-Returnable Items
The following items cannot be returned:
• Gift cards
• Custom or personalized products
• Opened cosmetics or hygiene products
3. Restocking Fee
We do not charge any restocking fee for returned items. Refunds will be processed according to this Return & Refund Policy.
4. Return Shipping Costs
Return shipping is the responsibility of: The customer, unless the item received was defective, damaged, or incorrect.
If you are responsible for return shipping, we recommend using a trackable shipping service. We are not liable for lost or undelivered return packages.
5. How to Request a Return
To initiate a return, please contact us at:
Email: support@azivella.com
Please include:
• Your order number
• The reason for your return
• Photos of the item if applicable
Our team will review your request and provide return approval along with instructions for the next steps.
Once approved:
• Carefully pack the item, including all original packaging and tags
• Include any return authorization details provided
• Ship the item using a reliable trackable shipping service
Return Shipping Address: Approved returns will be sent to our warehouse address
6. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
• Your refund will be issued to your original payment method
• Refunds are typically processed within 10 business days, depending on your bank or payment provider
Please note: Return shipping costs are non-refundable.
7. Exchanges
We currently do not offer direct product exchanges. If you wish to exchange an item, please return it for a refund and place a new order.
8. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery and include:
• A clear photo of the item
• Your order number
We will arrange a replacement or refund at no additional cost.
9. Late or Missing Refunds
If you have not received your refund:
• Check your bank account again
• Contact your credit card company (processing times may vary)
• Contact your bank
If you have completed these steps and still have not received your refund, please contact us at:
10. Contact
If you have any questions about returns, refunds, or this policy, please contact us:
Email: support@azivella.com
Phone: +1 917 735 6552
Business hours: Monday – Friday | 9:00 AM – 5:00 PM (ET)
11. Contact Information
Store Name: Azivella
Company Name: Ecom SP
Company Address: Oorsprongstraat 59, Tongeren-Borgloon, Limburg 3840, Belgium
Company Registration Number: 1017085184
Phone: +1 917 735 6552
Email: support@azivella.com
Customer Support Hours: Monday – Friday | 9:00 AM – 5:00 PM ET