Refund policy
Return of Unwanted Items
If you have purchased an item from a stockist, please refer to their store policies and contact them directly.
If you are a first time customer, we encourage you to purchase samples of the product (if available) or the smaller options before committing to our larger sized products. We want to ensure you are satisfied and have picked the right product that suits you.
What items can you return?
If you are not completely happy with your order you may return it to receive a credit note. We will accept return of unwanted items as long as the following requirements are met, subject to the exclusions:
- You return an item requesting a refund within 14 days of receiving it;
- The item was purchased at full price (it was not discounted or on sale; it was not purchased during a Gift with Purchase offer);
- The item was returned in its original condition and suitable for re-sale. The goods must be unopened and unused and in all the original packaging and labels. All original packaging must be in place, sealed and in good condition.
- Items that were discounted, on sale, on clearance or purchased during a Gift with Purchase offer are non-returnable.
- Due to hygiene reasons, cosmetic and skincare products are non-refundable.
- Limited edition items, special promotions and samples are also excluded
In the unlikely event that you receive an item that is damaged, incorrect or faulty, please contact our Customer Care team at info@yvearay.com or call +61 (02) 7803 9258, upon review of the returned items a replacement or credit note can be granted accordingly. If the goods are faulty and we are unable to fix or replace the items, a refund will be given. If the item can be replaced or fixed, we will do so at our cost. If a replacement is no longer required we will issue a credit note.
For items returned within 14 days, a store credit or a replacement will be issued (please note: shipping costs not included). Once we receive the returned items, we will review and process your request within 7 business days and you will be notified by email.
How to Return?
Please e-mail us at info@yvearay.com for any online order returns, and we will get back to you with instructions and a return authorisation.
Return postage costs will be at your expense, unless the items received are faulty or not as ordered. Please note that we do not accept liability for shipping loss or damage of returned goods.
Upon receipt of a valid return, we will issue a store credit the amount determined as above to your original payment method.
If any items are sent to us despite if the return is invalid, we are not obliged to issue a store credit or refund your payment and may deliver the item back to you.
Fair use
If we notice an unusual pattern of returns activity, we may deactivate the account. If this happens to you and you think we’ve made a mistake, please get in touch with our Customer Service Team at info@yvearay.com.
This change of mind return policy: applies to our online store only. Some stores have different policies regarding returns; and does not affect your statutory rights.
Return of Faulty Item
We inspect and pack our products carefully to ensure that you receive them in perfect condition. In the unlikely event that products are damaged, faulty or incorrectly shipped through any circumstance that is in our error, you can claim an exchange (if stock is available). All original packaging must be in place, sealed and unused.
If you do receive a damaged item, please contact us at info@yvearay.com straight away upon receiving your order to arrange a replacement. In order to assist the return process, you may be required to send us images of the damage, defect or fault for preliminary assessment. You may be asked to provide further information to support your claim to assist us with our assessment of the goods.
If a product has been bought in store, please return to the place of purchase with proof of your purchase such as a receipt or credit card statement.
It does not constitute as a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.