At AYA, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be eligible for a replacement or exchange within 7 days of receiving your item.

To be eligible for a replacement, your item must be unused, in the same condition that you received it, and in its original packaging. An unboxing video showing the entire opening process of the package and clear images of the product showing the issue are strictly required to be eligible for any replacement.

Replacements are available for items that are defective, damaged during shipping, or incorrect items received. We reserve the right to refuse replacements for items that do not meet these conditions or lack the necessary unboxing video proof.

To initiate a replacement, please contact our customer service team within 7 days of receiving your order. Please note that replacements can be communicated via our official Instagram page or our support email only. No other communication channels will be accepted.

When reaching out, you must provide your order number, a complete and unedited unboxing video from start to finish, and clear images displaying the product issue.

After we receive and inspect your replacement request and proofs, we will notify you of the approval or rejection of your replacement request. If approved, your replacement will be processed and shipped within 5-10 business days.

All items for replacement must be in their original condition with all tags, labels, and packaging intact. Items that show signs of wear, damage, or have been used may not be eligible for a replacement.

Please ensure that the item is securely packaged to prevent damage during shipping. We recommend using the original packaging when possible. You are responsible for the shipping costs for the return unless the item was defective or incorrect.

Customized, personalized, or made-to-order items are generally not eligible for replacement unless they are defective or incorrect. Please contact us if you have questions about specific items.

Once we receive your item, we will inspect it and notify you of the status within 5 business days. If your replacement is approved, we will initiate the shipping of your new item.

New items typically arrive within 5-10 business days after processing, depending on your location.

If you haven't received your replacement within this timeframe, please contact us for assistance.

Certain items are not eligible for replacements, including gift cards, downloadable software products, personalized items, and items marked as final sale. Sale items may have different policies, which will be clearly stated at the time of purchase.

Items that have been damaged due to misuse, normal wear and tear, or damage caused by the customer are not eligible for replacements. We also cannot accept replacements for items purchased from unauthorized retailers.

If you have any questions about whether your item is eligible for a replacement, please contact our customer service team. We are here to help and will work with you to find a satisfactory solution.