Returns Policy
Returns & Exchanges Policy
Last Update: 27/02/2025
At Ayatana Australia, we want you to be completely satisfied with your purchase. If you are not, we accept returns for full-priced items purchased online under the following conditions:
General Return Conditions
- Return Timeframe: Items must be returned within 14 days of delivery.
- Condition of Items: Items must be in original condition, unworn, unaltered, and unwashed, with all tags attached. Returns will only be accepted if the Ayatana Australia ribbon and plastic sealer are intact. Returns with broken or removed seals and cut ribbon will not be accepted. No exception.
- Return Process: All returns must be processed through our Easy Return Portal, available on our website. This applies to both Australian and international customers.
- Exclusions: Jewelry cannot be returned or refunded for hygiene reasons, and sale or discounted items cannot be returned or refunded either.
- Return Shipping Costs: The cost of return shipping is the customer’s responsibility. Please use signature on delivery for return parcels. We are not responsible for any parcels that are lost, damaged, or do not arrive without a signature confirmation.
- Refunds/Store Credit: We do not offer exchanges. If you wish to exchange an item, please ask for store credit and use it to purchase your new item.
Refund Process
To return an item, follow these steps:
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For Australian and International Orders:
Please process your return through our Easy Return Portal. You will need your order number and email address to complete the process. All return shipping costs are to be covered by the customer.
Faulty Returns
If you receive a faulty item, please review the following:
- Manufacturing Faults: Items are considered faulty only due to manufacturing defects. Items worn with makeup stains, marks, or those damaged from improper care will not be accepted.
- Care Instructions: All items should be cold hand washed only.
- Postage Costs: We cover postage costs for faulty items to be returned and replaced (if identical items are available). If you prefer not to have a repair or replacement for a minor fault, we can discuss other options.
- Approval Required: Faulty items must be returned only after prior approval. Items returned without approval may not be accepted. Please contact ayatanaaustralia@gmail.com before sending back faulty items.