Refund policy

This policy forms part of our Terms of Use & Conditions of Sale. The version published on the day you place your order is the version that governs it. Last updated: 13/08/2026.

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Part A — What we promise

1. The 90-day guarantee, in plain terms

We back AYRA with a 90-day money-back guarantee. If what you bought is not for you, tell us within 90 days of delivery and we will make it right. We would rather fix a problem than win an argument about one — and in most cases you will not need to send anything back.

Three separate protections sit under that guarantee, and they do not overlap.

Where more than one could apply, the one most favourable to you is the one we use.

2. Which one covers you

Work down this list and stop at the first line that matches.

• The item arrived broken, leaking, expired, missing parts, or is not what you ordered. Protection A applies — see section 11.
• This is the first time you have bought this product from us, you bought a single unit, and it simply did not suit you. Protection B applies — see section 12.
• The item is unopened and still sealed, and you changed your mind. Protection C applies — see section 13.
• The item is opened, used, and none of the above applies. Section 14 explains what we can still do, which is usually more than nothing.

Eligibility for Protection B is limited by design, and the limits are set out in section 12 rather than hidden here. It exists so that you can try something once without financial risk. It is not a mechanism for returning bulk orders, and it is not available a second time on the same product.

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Part B — How to start

3. Talk to us before you post anything

Do not ship anything back to us before you have contacted us and received a Return Authorisation number. This is the single most common reason a refund gets delayed or refused. An unannounced parcel arriving at our warehouse cannot be matched to an order, cannot be inspected against a claim, and in many cases cannot be refunded at all.

There is no self-service returns form on our site. Every return is arranged by a person, by email.

4. What to send us in your first message

Write to info@byayra.com — or use the form on our contact page — and include:

• your order number;
• the email address used at checkout;
• which item is affected, if you ordered more than one;
• what went wrong, in as much or as little detail as you like — texture, shade, fit, performance, a reaction, a fault, or simply that it was not for you;
• photographs, where the problem is something we could see. For a damaged or incorrect item these are effectively mandatory, and section 11 explains exactly which shots we need.

You do not need to justify a change of mind, and you will not be talked out of a refund you are entitled to.

5. What happens next

We aim to reply with a decision or a next step within 24-48 business hours, Monday to Friday. If nothing has arrived by then, check your spam and promotions folders before assuming we have ignored you — automated replies from our helpdesk are a frequent casualty of filtering.

Where the outcome is a return, you will receive a Return Authorisation number and written instructions covering the address, the labelling and who is paying for the shipping. Where the outcome is a refund or replacement without a return, we will tell you that and process it.

6. Beware of the wrong return address

Third-party sites, aggregator directories and unofficial "returns portals" sometimes publish addresses and forms that appear to belong to us and do not. Use only an address we have given you in writing, in reply to your own message. Anything sent elsewhere is outside our control and outside this policy, and we cannot compensate you for it.

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Part C — What we can offer

7. The possible outcomes

Depending on what happened, we may offer:

Advice. A surprising share of disappointing results come down to how a product was applied, stored, layered or dosed. If we think that is the case we will say so, tell you exactly what to change, and invite you to come back if it does not help. Taking the advice never forfeits your right to the refund.

A replacement. Same item, sent free of charge, where a unit was faulty or damaged in transit.

A different item. An exchange for something of equal value that suits you better, per section 29.

A refund. Full or partial, as set out in Part F.

Something else. Store credit at an enhanced value, a partial refund plus a replacement, or another arrangement we agree with you.

8. When we will not ask for the item back

In most change-of-mind and satisfaction cases we do not want the product returned. Return shipping costs more than the item is worth to us once it can no longer be sold, and the environmental arithmetic of moving a half-used bottle across the country is difficult to defend. We would rather you passed it to a friend or family member, whose skin, hair or household may get on with it perfectly well.

So unless we tell you otherwise, keep it. The refund is not conditional on it coming back.

9. When we will ask for it back

We will request a return where the value of the order is high, where you bought several units of the same product, where a manufacturing fault needs to be examined and reported to our supplier, where an electrical item may be unsafe, or where the pattern of a claim needs verifying. Our team will tell you during the conversation, not afterwards, and the decision will not change once made.

Returned goods are inspected on arrival against the reason given. Anything that arrives in a condition inconsistent with the claim — see section 13 — fails inspection.

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Part D — The situations in detail

10. General condition requirements

Except where Protection A or B applies, a returnable item must come back unused, unopened, with all seals, shrink-wrap and tamper-evident tabs intact, with any accessories, manuals, cables, applicators, spatulas or free gifts included, and in its original retail packaging in a resaleable state. Packaging that has been written on, taped over or used as the outer shipping carton does not meet this standard.

11. Damaged, defective or incorrect items

Report these within 90 days of delivery. Send us clear, well-lit photographs showing:

• the item itself, from several angles, with the fault visible;
• the batch code, lot number and expiry date, usually printed on the base or crimp;
• the retail packaging, including any shade, size or variant label;
• the outer shipping box and its label, if the damage could have happened in transit;
• for anything that leaked, the inside of the carton.

These are not obstacles. They are how we identify which production batch is affected, claim against our supplier or carrier, and stop the same thing reaching the next customer. Without the batch code we can do none of that.

We will then replace the item or refund it in full, including any shipping you paid, at your preference. You will rarely be asked to return it.

12. First-order satisfaction guarantee

If you bought a product from us for the first time and it did not work out, you may claim a full refund within 90 days of delivery even if you have opened and used it.

The conditions are:

1. It must be your first purchase of that product from us. A repeat order of something you have bought before is not covered — by then you know what you are buying.
2. It applies to one unit. If you ordered two or more of the same item, section 13 governs the rest.
3. It does not apply to bundles, multi-packs, subscription boxes or value sets, which are priced on the assumption that they are kept.
4. It is limited to one claim per household within any 12-month period.
   

Within those limits the refund is unconditional. We will ask what went wrong, because we would like to know, but the answer does not affect the outcome.

13. Change of mind, unopened

Unopened, unused items in their original sealed packaging may be returned within 90 days of delivery, subject to Part E and to sections 10 and 22.

Where a single order contained several units of the same product, all of them must come back unopened. A batch in which some units have been opened will be refunded only for the sealed units; the opened ones fail hygiene inspection and, because we never resell returned goods, are destroyed rather than restocked. That is not a penalty — it is the reason you can trust that what arrives at your door has never been in anyone else's home.

14. Change of mind, opened

Once a cosmetic, personal care, skincare or ingestible product has been opened, its seal broken or its applicator used, it cannot be resold under any circumstance, and it falls outside the standard return window.

That does not mean we shrug. Contact us anyway. Depending on the product, how much of it is left, your order history and what went wrong, we may still offer advice, a partial refund, store credit or a replacement. What we cannot do is take the item back into stock.

16. Consumables, supplements and ingestibles

Anything intended to be swallowed, applied to broken skin or used in the mouth may be returned only if it is unopened, unused, sealed and within its printed expiry date, and only within the standard window. Once a seal is broken there is no way for us or for you to verify what happened to the contents, and we will not put another customer at that risk.

If a consumable arrived damaged, expired, mislabelled or with the wrong contents, it is covered by section 11 instead and the seal condition does not apply.

17. Bundles, multi-packs and subscription orders

A bundle is refunded as a unit. Returning part of a bundle re-prices the remainder at the individual prices in effect on the day you ordered, and the difference is deducted from the refund. If the recalculated total exceeds what you paid, no further charge is made.

Subscription deliveries are covered by this policy exactly as one-off orders are. Cancelling a subscription is a separate matter, handled under section 10 of our Terms.

18. Personalised, engraved and made-to-order items

Anything engraved, monogrammed, custom-mixed, custom-shaded, printed to order or otherwise made specifically for you cannot be returned or refunded unless it is faulty or does not match the specification you approved.

Check your personalisation carefully at checkout. We produce exactly what the order says, including spelling.

19. Free gifts, BOGO items and gift-with-purchase

Promotional items given at no charge are not independently refundable and have no cash value.

Where a promotion required a qualifying spend or a qualifying item, returning enough of the order to fall below that threshold means the promotion no longer applies. In that case, either send the free item back with the return, or we will deduct its stated retail value from your refund. Buy-one-get-one offers are treated as a single transaction: return one half and the other is re-priced at its full individual price.

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Part E — What we cannot accept

20. Excluded items

The following are not returnable except where faulty, damaged, expired or incorrectly supplied:

• opened cosmetics, skincare, haircare and personal care products, and any item whose hygiene seal is broken;
• opened supplements, consumables and other ingestibles;
• applicators, sponges, brushes, tweezers, lash and brow tools, and anything else that touches skin, eyes or lips;
• underwear, swimwear and any item worn against the body, where sold;
• personalised and made-to-order goods, per section 18;
• digital products, downloads, e-books and gift cards, once delivered or redeemed;
• items marked final sale, clearance or as-is at the time of purchase;
• anything returned outside the applicable window;
• anything returned without a Return Authorisation number, per section 3;
• anything not bought directly from www.byayra.com, per section 33.

State law may give you rights beyond this list, and nothing here is intended to displace them.

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Part F — The money

21. How the refund is calculated

Refunds are based on what you actually paid, not on the list price. If you used a discount code, a site-wide promotion, a loyalty credit or a bundle price, the refund reflects that. Taxes are refunded in proportion.

22. Shipping costs

Outbound shipping you paid is not refunded on change-of-mind returns, and always refunded where the item was faulty, damaged or incorrect.

If your order qualified for free shipping and a partial return drops the remaining order value below the threshold, the shipping cost that was waived — the standard rate applicable to your order — is deducted from the refund. We pass that cost to our fulfilment partners at the moment of dispatch and cannot recover it afterwards.

23. Who pays to send it back

We pay where the item was faulty, damaged, incorrect or not as described. You will receive a prepaid label.

You pay where you changed your mind, unless we tell you otherwise.

24. Restocking

We do not charge a restocking fee on standard returns. We reserve the right to apply one of up to 15% on high-value items, large or oversized goods, and orders showing the pattern described in section 32, and we will tell you before you send anything back.

25. Method and timing

Refunds are issued to the original payment method only. We cannot refund to a different card, a different account or a third party, and we cannot issue cash or cheque.

Where no return is required, we process the refund within 2 business days of approving your claim. Where a return is required, we process it within 5 business days of the parcel arriving and passing inspection.

Your bank or card issuer then needs a further 5-10 business days to post the credit to your statement, and on some cards it appears as a reversal of the original charge rather than as a new line. That stage is entirely outside our control. If 14 business days have passed since our confirmation email and nothing has appeared, contact your bank first, then come back to us with the date and reference from our email and we will trace it.

26. Store credit

Where you accept store credit instead of a refund, it is issued as a code within 2 business days, is valid for 12 months, applies to anything in our catalogue, cannot be exchanged for cash and cannot be transferred.

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Part G — Sending it back

27. Packing and labelling

Write your Return Authorisation number on the outside of the parcel and on a note inside it. Parcels without it may sit unidentified in our receiving area for weeks.

Pack the item so it survives the journey: original retail packaging inside a separate outer box, with enough padding that nothing moves. Do not use the retail box as the shipping carton and do not tape a label to it.

28. Risk and proof of postage

Until a return reaches us it remains your responsibility. Use a tracked service, keep the receipt, and send us the tracking number. We cannot refund an item we never received and for which no proof of postage exists.

Where we supplied the prepaid label, risk passes to us at the moment the carrier scans the parcel into their network.

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Part H — Exchanges

29. Swapping for something else

Tell us what you would like instead. If it is the same price we send it out, in most cases without waiting for anything back. If it costs more you pay the difference; if it costs less we refund the difference to your original payment method.

Exchanges are subject to the same windows and conditions as refunds, and an exchanged item can itself be returned only under Protection A.

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Part I — Cancelling and redirecting

30. Before dispatch

Contact us immediately at info@byayra.com if you need to cancel or change an order. We will do what we can, but many orders are picked and labelled within minutes of being placed and we cannot promise the message will reach the warehouse in time.

Once an order has been dispatched it can only be handled as a return.

31. Refused and undeliverable parcels

If a parcel is refused at the door, left uncollected at a pickup point, or returned to us because the address was wrong or incomplete, we will refund the item value less the outbound and return shipping actually incurred. Ask us to reship it instead and we will, once the new shipping cost is paid.

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Part J — General

32. Fair use of this policy

This policy is written generously because most people are straightforward. Where a pattern suggests otherwise — repeated satisfaction claims on the same product, orders placed and refunded serially, claims materially inconsistent with the goods when they arrive, or reasons that change once the first answer is given — we may decline further claims, require returns before refunding, decline future orders, or close the account.

We will tell you if we reach that point, and you may respond before any decision is final.

33. Items not bought directly from us

This policy covers purchases made at www.byayra.com. We cannot process returns, refunds, replacements or warranty claims for goods bought from a marketplace listing, a reseller, an unauthorised distributor or a physical retailer, even where the product is ours. Those sellers have their own procedures and you must use them.

Items bought from us cannot be returned to any physical store.

34. Changes

We may amend this policy at any time by publishing a revised version on this page. Changes take effect on publication, but the version in force when you placed your order is the one that applies to that order.

35. Talk to us

Real people, usually back to you within 24-48 business hours.