Return & Refund Policy

Last updated: 23 July 2024

Thank you for shopping at CYL.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions


The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to AZ Story LTD, Profile West, Suite 2, First Floor, 950 Great West Road, Brentford, TW8 9ES.

  • Goods refer to the items offered for sale on the Service.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to CYL, accessible from

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You have the right to cancel your order within 14 days of receiving it, without needing to provide a reason.

Cancellation Deadline:

  • You can cancel your order within 14 days from the date you received the goods, or the date a third party (other than the carrier) you appointed took possession of the goods.

How to Cancel:

Refund Process:

  • We will refund your payment within 14 days of receiving the returned goods.
  • The refund will be processed using the same payment method you used for the order.
  • You will not be charged any fees for the reimbursement.

Conditions for Returns & Return Instructions

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were delivered in the last 14 days
  • The Goods are in the original packaging
  • The Goods were not used or damaged

The following Goods cannot be returned:

  • The supply of Goods made to Order, Your specifications or clearly personalised.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Return Instructions

Responsibility: You are responsible for the cost and risk of returning the goods to us.

Requesting a Return: To initiate a return, please email us at with your order details, shipping address, and contact name. We will then send you detailed return instructions.

Shipping Recommendations: We recommend using an insured and trackable mail service to avoid potential issues with lost or damaged items during return shipping.

Refund Policy: We cannot issue a refund without receiving the goods or proof of their return. Ensure you keep the shipping receipt as proof.

This approach makes the return process clear and straightforward, reducing confusion and increasing customer satisfaction by outlining each step clearly and advising on best practices for shipping


If you need to exchange a product for the same one, contact us at Please note that We only replace Goods you received defective or damaged.


If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Undelivered or Returned Items

Customer Responsibility:

  • If the return or delivery issue is due to the customer not picking up the parcel on time or providing an incorrect address, we will resend the item. The customer is responsible for paying the shipping charges for the replacement in these cases.

Our Responsibility:

  • If the return or delivery issue is due to our mistake or a logistics issue, we will either issue a full refund or send a replacement at no additional cost to the customer.
  • Please contact us for assistance at

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us at