退款政策


RETURNS & EXCHANGES

 

Our in-store return policy may differ slightly from the one stated in this page. Please consult with our store staff for further details.


RETURN POLICY FOR REGULAR PRICED ITEM

Customer satisfaction is our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund on all regular-priced items. All returns are borne by the customer for online orders for regular-priced items from Hong Kong within 14 days of receipt of merchandise.

International returns (any orders outside of Hong Kong) must be borne by the customer. We suggest using your local postal service or a courier with tracking service. We will not bear the responsibility if the return parcel is lost during transition:

  • Ensure your return is well packaged, and meets all the conditions outlined below.
  • Please mark 'Returned Items' on both your parcel and on all paperwork enclosed to prevent it incurring import charges and taxes.
  • Ensure the return item is in its original plastic packaging, unopened, unworn, in good condition, with all original tags.
  • Return to the following address: 

AYA Limited
SHOP 103, 1/F THE SOUTHSIDE
11 HEUNG YIP ROAD
WONG CHUK HANG
HONG KONG SAR, CHINA  

Please read our return policy carefully to ensure you can proceed with your request as quickly as possible.

HOW TO RETURN AND EXCHANGE ONLINE

  1. Please contact us if you would like to opt for an exchange/refund.
  2. Please return your items in the original plastic packaging to ensure they are protected during shipping. All return items must be unopened, unused, in their original condition and with product tags attached.
  3. For Hong Kong orders, return fee will be borne by the customer. We suggest using your local postal service or a courier with tracking service. We will not bear the responsibility if the return parcel is lost during transition. Or you could also drop off the item at any of our physical stores.
  4. For international orders, return fee will be borne by the customer. We suggest using your local postal service or a courier with tracking service. We will not bear the responsibility if the return parcel is lost during transition.
  • Ensure your return is well packaged, and meets all the conditions outlined below.
  • Please mark 'Returned Items' on both your parcel and on all paperwork enclosed to prevent it incurring import charges and taxes.
  • Ensure the return item is unopened, unused, in their original condition, in their plastic protective bag, and with all original product tags attached.
  • Return to the following address: 

AYA Limited
SHOP 103, 1/F THE SOUTHSIDE
11 HEUNG YIP ROAD
WONG CHUK HANG
HONG KONG SAR, CHINA  


HOW TO RETURN AND EXCHANGE IN STORE (ONLY FOR HONG KONG)

  1. Please contact us first if you would like to drop off the item at our physical store. We will inform our colleagues regarding on the item collection.
  2. Please return your items in the original packaging to our LAB Concept, Admiralty or The Southside, Wong Chuk Hang store. All return items must be unopened, unused, in their original condition, in their plastic protective bag and with product tags attached.


WHAT SHOULD I PREPARE FOR RETURN AND EXCHANGE?

Merchandise may be exchanged (subject to stock availability) or returned within 14 days of receipt of merchandise provided that:

  1. All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes are intact and returned together with the Merchandise;
  2. The original invoice is presented; in the case of returns or exchanges of online purchases in Store, the credit card used to purchase the Merchandise must also be presented;
  3. The Merchandise does not fall within the category of “Excluded Items” as defined below;
  4. The Merchandise is in Sellable Condition as defined below; and a completed returns form is presented.

For online purchases, Hong Kong and international returns must be covered by the customer. We suggest using your local postal service or a courier. Customers will take full responsibility for the returns if they do not send the Merchandise via the mentioned couriers. ÄYA reserves the right to refuse returns that are not made via the mentioned couriers.

“Sellable Condition” means that the Merchandise is still in its original plastic packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unopened, unworn, unused, unwashed, unaltered and in the condition originally sold and that the Merchandise is not damaged in any way.

The decision as to whether the Merchandise is in Sellable Condition remains within ÄYA’s sole discretion and its decision shall be final.

For returns of online purchases, if ÄYA receives a return that cannot be accepted, the customer has the option either to collect the Merchandise again from one of the ÄYA Stores or to have the Merchandise re-shipped to the customer at his/her sole cost.

All item exchange can only be done once.


SALE ITEMS

All sale items, final sale, outlet, flash sale or any special sale items cannot be refunded or exchanged.


REPEATED RETURNS

We offer a flexible returns policy to make your online shopping experience even easier. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.


EXCLUDED ITEMS

No return or exchange will be accepted for palo santo products, alpaca toy products, made-to-measure merchandise, custom orders, or merchandise invoiced as “no refund” “no return no exchange”.

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to repair or full refund. Please email us at contact@ayalpaca.com or Whatsapp at +852 93153816 as soon as you discover any defective items.