Overview
Our refund and returns policy lasts 12 days. If 12 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require r proof of purchase.
There are certain situations where refunds are not granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 12 days after delivery
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.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@ayva.nz.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@ayva.nz and send your item to: 2 Starforth place, Henderson, Auckland – 0612.
Shipping Policy
Shipping your order
After we receive you order, our team will process it within one working day.
Generally, we can have your order ready to go within one working day of receiving it. However, sometimes things can happen, and it might take a little longer. We’ll always do our best to keep everyone up to date if we are experiencing major delays getting orders ready.
Once your order is ready it will be collected by NZ Post and you will receive a tracking email so that you can follow the status of your delivery. Please have this email handy if you need to contact their customer service team to follow up on your parcel.
If your order has been shipped and you need to change the delivery address, you will need to contact NZ Post directly, we are not able to assist with this once your order has been dispatched.
By default, orders are sent without the need for a signature. However, if you wish to sign for your parcel, please select this option at checkout (note: this option may not always be available). Please be aware though that this can cause delivery delays if you are not available when the courier attempts to deliver your parcel. Rural deliveries are always delivered without the need for a signature, even if you select this option at checkout.
New Zealand Shipping
Free shipping on orders over $150
- Urban: $9.00
- Rural: $14.00
- Gift set: $12.00
Auckland Target Time (after dispatch) – next working day
North Island Target Time (after dispatch) – 2 working days
South Island Target Time (after dispatch) – 2 -3 working days
Allow an additional 2-3 days for Rural deliveries
We cannot ship to post office boxes
Occasionally NZ Post may experience service disruptions due to demand surges, weather events, natural disasters, or other events beyond our control.
Shipping returns
To return your product, you should mail your product to: 2 Starforth place, Henderson, Auckland – 0612.
You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. We will process the order within 1 working day
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@ayva.nz for questions related to refunds and returns.