REFUNDS & RETURNS POLICY

At AYANA we want you to be 100% satisfied with your purchase and your online shopping experience overall. Customer satisfaction is an integral part of our commitment and this is reflected in our Returns Policy. 

When you shop with AYANA, you have the peace of mind in knowing that all products offered are covered by 30 Days Warranty. This warranty only cover product(s) that have been received defective or damaged. The product may be returned for a full money refund or a replacement. To qualify for the warranty claim, we require a video that would support the issue being reported. Once received, we’ll gladly process the replacement or refund whichever is appropriate.  

DELIVERY GUARANTEE

If your order does not arrive within 45 days, you will be eligible for a full refund. For example, if your local post office shuts down for weeks and your order is not delivered within 45 days of your payment date, we will refund your money in full, even if the delay is beyond our control. We feel that no customer should wait more than 45 days for their online purchase, regardless of who's fault.

SALE ITEMS (IF APPLICABLE) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

EXCHANGES (IF APPLICABLE) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

RETURNS

Do not return the product to the address stated on the package. Please note that for any return requests, you should contact Customer Care, who will provide you with the instructions for 'return and refund'. Our Customer Care will help in efficiently resolving your issue and guide you through the return process. The returned product will remain under your responsibility until delivered to our warehouse address. AYANA will accept no liability for any loss or damage which may occur while the product is in transit.  

Item/s for return should be shipped back to our warehouse within 7 days from the date that we have provided the return label or shipping instructions. Please note that we may not proceed with the refund if the item has been shipped back to us after 7 days or more. Furthermore, please contact Customer Care and provide the tracking number of the returned item/s in order for us to keep track of the parcel until received in our warehouse address. AYANA is not responsible for return shipping costs. 

LOST OR STOLEN PACKAGES

Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your product(s).

AYANA is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, AYANA will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. As mentioned, please make sure to enter the correct delivery address, we can not be responsible for lost packages due to incorrect address.