Payment Policy

Last updated: 24 September 2026  ·  Version 2.0

This Payment Policy explains which payment methods we accept, how and when payments are taken, how currency and taxes are handled, and what happens if a payment fails. It forms part of our Terms & Conditions.

1. Currency

All prices on our website and all charges are shown and processed in euro (EUR, €). If your card or bank account is denominated in another currency, your bank or card issuer may apply its own exchange rate and may charge a foreign transaction fee. We do not control and are not responsible for those charges. Any such fee is charged by your bank or card issuer, not by us.

2. Accepted payment methods

We currently accept the following payment methods:

Payment method	How it works	When you are charged
Credit and debit cards (Visa, Mastercard, and other cards supported by our processor)	You enter your card details at checkout. Payment is processed by our payment provider over a secure encrypted connection.	At the time you place the order
PayPal	You are redirected to PayPal to authorise the payment, then returned to our shop. A PayPal account is required.	At the time you place the order
Cash on delivery	You pay the carrier in cash when your parcel is delivered. Available only in selected countries and subject to a maximum order value.	On delivery

If a payment method is not available for your delivery country, it will not appear at checkout. We may add or remove payment methods at any time. Any change will not affect orders we have already confirmed.

3. Card payments

Card payments are processed by our third-party payment provider. Card data is transmitted directly to the provider over an encrypted connection and is not stored on our servers. Our checkout uses industry-standard encryption (TLS) and tokenisation, meaning that we receive only a masked reference to your card rather than the full card number.

By entering your card details, you confirm that:

• you are legally authorised to use the card and the associated account;
• the billing address you provide matches the address held by your card issuer; and
• you authorise us, or our payment provider acting on our behalf, to charge the full amount of your order to that card.

Depending on your card issuer and your location, you may be asked to complete an additional authentication step (often called 3-D Secure, Verified by Visa or Mastercard Identity Check). This is a security measure required by your bank, and we cannot bypass it.

4. PayPal

Where you choose PayPal, you will be redirected to PayPal’s secure environment to authorise the payment and will then be returned to our shop to complete your order. Your use of PayPal is subject to PayPal’s own terms and privacy policy.

If you open a dispute or claim through PayPal, we will cooperate with PayPal’s resolution process. Please note that opening a PayPal dispute does not remove your rights under our Return Policy or under consumer law, and we ask that you contact us first so that we can try to resolve the issue directly.

5. Cash on delivery

In selected countries you may choose to pay in cash when your parcel is delivered. Where this option is available:

• you must pay the full order amount to the carrier at the time of delivery;
• please have the exact amount ready where possible, as carriers may not always be able to provide change;
• the parcel will be handed over only once payment has been made;
• if you refuse to accept or pay for the parcel, the carrier will return it to us. In that case we may decline future cash-on-delivery orders from the same customer;
• cash on delivery may be subject to a maximum order value, which will be shown at checkout if it applies.

6. When your payment is taken

For card and PayPal payments, the amount is authorised when you place your order and captured when we accept and prepare it for dispatch. In some cases your bank may show a temporary authorisation hold on your account before the payment is captured — this is not a duplicate charge, and the hold is released automatically by your bank.

If an ordered item turns out to be unavailable, we will contact you and, where applicable, release or refund the corresponding amount in full.

7. Taxes and duties

Prices shown on our website include VAT where applicable for deliveries within the European Union. The total amount you pay, including any applicable VAT and delivery charges, is shown clearly at checkout before you confirm your order.

For deliveries to countries outside the European Union customs area — for example Switzerland, Norway or the United Kingdom — your order may be subject to import duties, taxes or customs handling fees levied once the parcel reaches your country. These charges are set by your local customs authority and are your responsibility. We have no control over them and cannot predict their amount. Customs authorities may also require additional documentation before releasing your parcel. We recommend that you contact your local customs office for further information before placing an order, particularly for higher-value orders.

8. Discounts and promotional codes

From time to time we offer discounts and promotional codes. The following rules apply unless a promotion states otherwise:

• promotional codes must be entered at checkout before the order is placed and cannot be applied retrospectively;
• codes cannot be combined with other codes or with other site-wide promotions;
• codes are not redeemable for cash and have no cash value;
• codes may be subject to a minimum order value, a validity period, or restrictions on which products they apply to;
• codes are for personal use and may not be resold or published without our consent; and
• we may withdraw or amend a promotion at any time, but changes will not affect orders already confirmed at the discounted price.

9. Payment security

We take the security of your payment information seriously. Our measures include:

• all traffic to and from our checkout is encrypted using TLS/SSL;
• card data is processed directly by our PCI DSS compliant payment provider and is not stored on our servers;
• access to order and payment information within our team is restricted on a need-to-know basis;
• we do not ask for your card details by email, telephone or any messaging service. If anyone asks you for your full card details claiming to be from AZEKA, please do not provide them and let us know immediately.

10. Failed, declined or reversed payments

If your payment cannot be authorised, your order will not be processed and you will be notified at checkout. Common reasons include:

• insufficient funds or a credit limit being reached;
• incorrect card number, expiry date or security code;
• the billing address not matching the address held by your card issuer;
• your bank blocking the transaction for security reasons;
• an expired card; or
• additional authentication not being completed.

If a payment is declined, we recommend that you check your details and try again, or use a different payment method. We do not see, and cannot correct, the reason for a decline — that information sits with your bank or card issuer, so please contact them if the problem persists.

Where a payment is later reversed or charged back, we may suspend or cancel the related order and any associated dispatch, and we may decline future orders from the same customer until the matter is resolved.

11. Refunds to your payment method

Refunds are issued to the original payment method used for the order. We cannot refund a card payment to a different card, or a PayPal payment to a bank account.

Approved refunds are processed within 14 days of the trigger event described in our Refund Policy. Once we have issued a refund, your bank or PayPal may take additional time to post the amount to your statement — typically three to five business days, but sometimes longer for international cards. If the amount has not appeared after 10 business days, please contact us and we will provide the transaction reference for you to raise with your bank.

12. Fraud prevention and verification

To protect you and us against fraud, we and our payment provider may carry out automated screening of orders. As part of this, we may occasionally ask you to verify some details before dispatching an order — for example, confirming the billing address or proving that you control the email address used for the order.

Where we reasonably suspect fraud, we may decline or cancel an order and refund any amount already paid. This screening is based on our legitimate interest in preventing fraud and protecting our business. You can contact us at any time to request human review of a decision.

13. Invoices and receipts

An order confirmation is sent to your email address as soon as your order is placed, and a dispatch notice is sent when your parcel leaves our warehouse. Both together serve as your receipt.

Where a VAT invoice is required, please contact us at [email protected] with your order number and, if you are a business, your VAT identification number. We will send the invoice by email.

14. Questions about payment

If you have any question about a payment, a charge, an invoice or a refund, please contact us and include your order number so that we can help you as quickly as possible.

Email	[email protected]
Telephone	+86 185 8889 7001 (Monday to Friday, 09:00–17:00 CET)
Online	Contact Us