Return & Refund Policy

Return & Refund Policy

We want you to love your AZEKA purchases. If you change your mind, you may return items within 15 days​ of receipt. We do not offer direct exchanges. If you need a different item, please process a return and place a new order.

Returns are accepted under the following conditions:

• You must request a return within 15 days of receiving the item.
• Items must be unused, in their original packaging, and include all tags, accessories, and documentation.
• All returned items (including gift boxes) must be securely packaged for protection.

We do not accept returns for the following:

• Items without original packaging, damaged items, or items that have been used.
• Sale Items:​ No refund or credit is offered for items marked “Final Sale,” unless there is a quality issue. For quality issues, a full refund will be provided (this does not apply to items purchased using the 20% welcome discount code or other promotional codes).
• Customized products, including bespoke bundles made to order.
• Gift cards and vouchers.
• Consumable goods.
• Items purchased through boutiques, authorized retailers, or other channels.

Please note:​ All returned items will be inspected upon arrival at our warehouse. AZEKA reserves the sole discretion to approve or deny refund requests based on the above terms. Return shipping and gift wrapping fees are non-refundable for returns based on personal preference.

Return Process

1. Submit a return request by logging into your account at AZK.HK and visiting the “My Account”  ->  “Orders”  page.
2. Enter your order details.
3. Check the boxes for the items you wish to return and specify the reason for each return.
4. Read and agree to our Return Policy.
5. Securely pack the items using a mailer or sturdy packaging.
6. Ship your package to the return address provided in your return confirmation email.
7. Once our team receives, inspects, and approves your return, we will process your refund. Please allow up to 5 business days for the refund to be issued after approval. Return shipping fees (if applicable) will be deducted from the original order total.

We recommend using a trackable shipping service to ensure the safe delivery of your return. You may receive multiple email updates to keep you informed throughout the process!

Defective or Damaged Items

If you receive an item that is defective or damaged, please contact us immediately at zzx@azk.hk. Provide 2-3 clear photos, your order number, and a detailed description. We will then guide you through the next steps. Please check our [Warranty Policy] to see if your item is covered. Notify us within 15 days​ of receiving any damaged or defective product​ with supporting photos. We will arrange for a return or replacement.

Product Warranty

If your product is within the 3-month warranty period, you can submit a warranty claim through our returns portal. Please read our [Warranty Policy] to confirm your purchase is eligible. Claims Process:

1. Submit a return request through our [returns portal].
2. Enter your order details.
3. Select the relevant item(s) you wish to return and claim for.
4. Choose “Item is defective (Warranty Claim)” as the reason. Upload up to 4 photos of the defect and provide a detailed description of the issue.
5. Read our Return Policy and confirm your agreement.
6. Your request will be submitted as pending. We will contact you within 1-2 business days via email with further instructions. If you don’t hear from us within this time, please check your spam/junk folder.

Need Help?

Our team is here to answer any questions. Please contact us via: