Returns

Last Updated: 23/02/2026

This Refund & Returns Policy applies to purchases made through the website operated by Ayla Pty Ltd (“Ayla”, “we”, “our”, “us”).

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).

1. Change of Mind Returns

We do not offer refunds for change of mind.

However, at our discretion, we may offer an exchange or store credit where:

  • The item is unused

  • The item is in original packaging

  • The return is requested within 14 days of delivery

  • Proof of purchase is provided

Shipping costs for change of mind returns are the responsibility of the customer.

2. Faulty, Damaged or Incorrect Items

Under Australian Consumer Law, you are entitled to a remedy if a product:

  • Is faulty or defective

  • Is not as described

  • Is unsafe

  • Does not perform as expected

If your item meets one of the above criteria, please contact us within 7 days of receiving your order.

Where a product is confirmed faulty, Ayla Pty Ltd will provide, at our discretion:

  • A repair

  • A replacement

  • Or a refund

We may request photographic evidence before approving a return.

3. Return Process

To initiate a return, please contact:

aylaformau@gmail.com

Include:

  • Full name

  • Order number

  • Description of issue

  • Photos (if applicable)

Returns must not be sent without prior approval.

4. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Used personal care products

  • Opened hygiene products

  • Items that have been used or altered

This includes but is not limited to toothbrushes, razors, loofahs or similar products once opened or used.

5. Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty.

  • Original shipping costs are non-refundable unless required under Australian Consumer Law.

6. Refund Processing

Approved refunds will be processed back to the original payment method.

Please allow:

  • 3–5 business days for processing

  • Additional time for your bank or payment provider to complete the transaction

7. Lost or Damaged in Transit

If your order arrives damaged, please notify us within 48 hours of delivery.

If your order is lost in transit, we will investigate with the courier before issuing a replacement or refund.

8. Chargebacks

If a chargeback is initiated without first contacting Ayla Pty Ltd, we reserve the right to dispute the claim and provide evidence of delivery and purchase authorisation.