STORE POLICY

Returns & Refunds

We accept eligible return requests made within 30 days after recorded delivery. This voluntary period is in addition to rights that consumer law gives you.

30-day return eligibility

To qualify for a change-of-mind return, the item must be unused, unworn, unaltered and undamaged, with its original packaging, tags and included accessories. You may handle the product only as reasonably necessary to inspect its nature, characteristics and function. Proof of purchase is required.

UK statutory cancellation right

If you are a UK consumer, you generally have the right to cancel an online purchase without giving a reason by telling us within 14 days after the day you receive the goods. If one order is delivered in separate shipments, the period runs from receipt of the last item. You then have a further 14 days to send the goods back. Equivalent or stronger mandatory rights in other countries continue to apply.

How to start a return or cancel

1. Email azou.taha@gmail.com or use our Contact page. State clearly that you want to cancel or return.
2. Include your name, order number, the item and, if relevant, the reason. A reason is not required for a statutory cancellation. Add clear photos when an item is damaged, incorrect or defective.
3. Wait for return instructions and the return address. Flat 1, 51 Shelton Street is our business contact address and is not the returns address.
4. Pack the item securely, send it within 14 days after notifying us, and retain the shipping receipt and tracking.

Return shipping and original delivery cost

For a change-of-mind return, you pay the direct cost of return shipping and remain responsible for the parcel until it reaches the supplied return address. For a UK statutory cancellation notified within 14 days, we refund the original basic delivery charge; any extra amount paid for an enhanced delivery option is not refundable. For a voluntary return requested after the statutory period but within 30 days, original delivery charges are not refunded unless required by law.

If we confirm that an item was incorrect, damaged on arrival or faulty, we will provide the remedy required by applicable law and cover reasonable return costs where required.

Refund timing and method

For a UK statutory cancellation, we refund eligible sums without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that they were sent back, whichever occurs first. We may withhold the refund until then. Other approved returns are normally inspected within five business days of receipt and refunded promptly afterward.

Refunds are issued to the original payment method through the payment provider used at checkout, which may be Stripe or FlyPay. After we issue a refund, the bank or provider may need a further 5–10 business days to display it. We may reduce a change-of-mind refund for loss in value caused by handling beyond what would reasonably be allowed in a shop.

Exceptions

The change-of-mind right may not apply to personalised or made-to-order goods, sealed goods not suitable for return for health or hygiene reasons once unsealed, or other products excluded by applicable law. Gift cards and items clearly marked final sale before purchase are not covered by our voluntary change-of-mind policy. These exceptions do not remove rights relating to faulty, misdescribed or non-conforming goods.

Faulty, damaged, incorrect or missing items

Contact us promptly with your order number and clear photos of the item, packaging and delivery label. Keep the packaging while we investigate. Nothing in this policy limits legal rights to repair, replacement, price reduction or refund where goods are faulty, not as described, or otherwise do not conform to the contract.

Exchanges and pre-dispatch cancellation

The quickest exchange method is normally to return the eligible item and place a new order. Contact us immediately to request cancellation before dispatch. We cannot guarantee interception after fulfilment begins, but your post-delivery cancellation rights remain unaffected.

Model cancellation form

You may copy and send the text below, but using this form is optional:

To: AZOUPRIME trading as Vespera, Flat 1, 51 Shelton Street, London, England, WC2H 9JU; azou.taha@gmail.com

I give notice that I cancel my contract of sale for the following goods: [describe goods].
Ordered on / received on: [date].
Order number: [number].
Consumer name: [name].
Consumer address: [address].
Signature (only if sent on paper): [signature].
Date: [date].

Payment disputes

If you do not recognise a charge or believe a problem remains unresolved, contact us so we can investigate quickly. This does not limit any right to contact your card issuer, payment provider, consumer authority or court.

Last updated: 24 September 2026