This Refund Policy applies to all purchases made through www.asenza.co.uk and is provided by ASENZA Ltd. By placing an order with us, you agree to the terms outlined below.
1. Returns & Refund Eligibility
We want you to be completely satisfied with your ASENZA products. If you are not happy with your order, you may request a return or refund in accordance with the terms below.
Eligibility Requirements:
- Returns must be requested within 14 days of delivery.
- Products must be unused, unopened, and in their original packaging.
- Items that have been opened, used, tested, partially consumed, or damaged after delivery cannot be returned for hygiene and safety reasons (liquid car-care products).
If your item meets these conditions, please contact us at hello@asenza.co.uk with your order number to begin the process.
2. Damaged, Faulty, or Incorrect Items
If you receive an item that is damaged, leaking, faulty or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Photos of the item
- Photos of the packaging
We will quickly issue a replacement or refund at no additional cost.
3. Refunds
Once your return is approved and received back at our facility, we will inspect the items and process your refund within 5–7 business days.
Refunds are issued to the original payment method only.
Please note:
- Shipping costs are non-refundable unless the item was faulty or incorrect.
- If you received free shipping and return an item that brings the order below the free-shipping threshold, the original shipping cost may be deducted from your refund.
4. Return Shipping
Customers are responsible for return postage unless the item arrived damaged, defective, or incorrect.
We recommend using a tracked courier service. ASENZA Ltd is not responsible for returns lost in transit.
5. Exchanges
We do not currently offer direct exchanges. If you would like a different item, please return your original purchase (if eligible) and place a new order.
6. Non-Returnable Items
- Opened or used liquid products
- Items not in their original packaging
- Gift cards
- Digital downloads
- Products marked as final sale
7. Order Cancellations
Orders can only be cancelled prior to dispatch. Once an order has been shipped, it cannot be cancelled and must follow the standard returns process.
8. Late or Missing Refunds
If you haven’t received a refund after 7 business days:
- Check with your bank or card provider — processing times vary.
- Check your email for confirmation from us.
If you still have not received your refund, please contact us at hello@asenza.co.uk
9. Contact Us
For any questions regarding returns or refunds, contact:
ASENZA Ltd
Email: hello@asenza.co.uk