Refund policy
Refund Policy – Ayori Official
Returns can be requested in exchange for other items or for a store credit voucher to use on our products that are not part of a promotion. For discounted or promotional products, we do not accept returns or exchanges.
Our return policy allows a period of 14 days. This means you have 14 days from the date of receiving your order to request an exchange or return.
To be eligible for an exchange or return, the purchased product must be in the same condition in which you received it: unused, with all tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.
If you choose a store credit voucher, the full value of the returned product will be issued as credit to use on our website. If you request a monetary refund, the return shipping costs will be the responsibility of the customer, and the refunded amount may be reduced by the applicable return shipping expenses.
We do not offer returns if you simply change your mind after placing an order. Orders may only be cancelled within 1 hour of purchase. After this time, your order will be processed and prepared for dispatch.
We do not offer refunds or returns for shipping delays unless they are caused by confirmed logistics issues. However, if your order has not been delivered within 90 days of the purchase date, you will be eligible for either a replacement or a full refund.
We do not accept returns or refunds for personalised or custom-made products due to change of mind or any customer-related reasons. If your item arrives damaged or defective, please contact us immediately and provide clear photographic evidence so we can assess the issue.
Proof of purchase is required for all return requests.
Store Credit
Store credit cannot be used in conjunction with promotional offers or discounted products. It is valid only on full-priced items.
The value of the store credit will match the purchase price of the returned product.
Example:
If you purchased a product for AUD $40 and request an exchange via store credit, you must first return the item to our warehouse. Once we have received and inspected it, we will issue you a AUD $40 store credit, which can only be used on products that are not on sale or included in promotional offers.
How to Request a Return
To request a return, please contact us at:
If your request is approved, we will provide you with detailed return instructions, including the return shipping address.
Items returned without prior authorisation will not be accepted.
Return shipping costs are the responsibility of the customer. Ayori Official is not responsible for items that are lost, damaged, or fail to arrive at our warehouse during the return process.
If you have any questions, please contact us at:
Damages & Issues
Please inspect your order upon delivery.
If you receive a defective, damaged, or incorrect item, please contact us as soon as possible so we can assess the issue and resolve it promptly.
Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (such as food or plants)
- Personalised or custom-made products
- Hazardous materials, flammable liquids, or gases
- Gift cards
- Products purchased during promotional sales or discount campaigns
If you are unsure whether your item is eligible for return, please contact us before submitting your request.
Exchanges
The fastest way to receive a replacement item is to return the original product. Once your return has been approved, you may place a new order for the item you would like instead.
Refunds
Once we receive and inspect your returned item, we will notify you whether your request has been approved.
If approved, your refund will be issued in the form of store credit for the full value of the returned product.