Ayuspa Buyer Protection and Shopping Policy

Providing our customers the best and safest  shopping experience is our top priority.

How does it work?

All our trades are done in good faith and we expect the same from our customers.

If you are unhappy with your purchase for any reason  you have 14 days from buying the item to make contact with us in order to be eligible for refund or replacement. All you need to do in this regard is to write an email explaining what you are unhappy about and return the product in a reasonable condition to rk@ayuspa.co.nz

What can I return?

You may request returns for most items you buy from ayuspa.co.nz except those that are explicitly identified as not returnable.

 

When will I get my refund?

Full Refunds are made back to Credit Cards, or by Net Banking within 3-5 days after we receive your returned item. We don’t accept cheques for refund or gift cards.

 

If I am unhappy with my purchase can I ask for a free replacement?

Yes of course you can. Just tell us what you unhappy about, return the product and we will send you the replacement at no cost to you.

 

Who pays for return shipping?

You will need to ship the product you want to return to us. You cover the cost of shipping to us and we cover the cost of shipping the replacement product to you.

 

What information do I need to provide?

If you are unhappy about your purchase please write to us at rk@ayuspa.co.nz  . Enclose any correspondence concerning  the purchase, any photograph (s) at the time of unpacking, evidence of purchase, receipts or any material that may help establish the nature and condition of the item, or whether it was delivered.

We may share some of your information with the courier company  to help resolve the dispute

We  aim to process all  dispute as quickly as possible. The more detailed information  you provide the quicker we settle the dispute. Your satisfaction is our goal and we understand the importance of resolving disputes expeditiously.

 

How does Aysupa  address disputes?

We always act in good faith. We are guided by relevant legislation including the Consumer Guarantees Act 1993, Sale of Goods Act 1908, Fair Trading Act 1986.  Once we’re satisfied that you’ve met our other criteria and a refund is appropriate, we’ll give you your money back.

 

Do you charge restocking fee

No we don’t-unlike many of our competitors we absorb this cost

 

How does money get refunded?

We put the money on your credit card or in your bank account. If there is any difficulty in arranging the refund for reasons such as  your credit card has expired or your bank account has closed, we will let you know as soon as we find out. We will discuss the most suitable method of refunding your money.

 

How to reach us?

It is always better if you call us on 0272802472 as soon as you realise you are unhappy with your purchase. If we are busy leave a message and we will call you back within 24 hours.  Otherwise Email us at rk@ayuspa.co.nz

 

What if I am unhappy with your response?

If you are unhappy with our response to your complaint or how we have handled it  you have the right to take the matter to the Disputes Tribunal.

Situation               Explanation
Non-delivery You may be eligible for a refund if you have used the track and trace number provided and failed to receive the product. If the reason you did not receive the product is because the courier delivered it your address and somebody else collected  it then we are not responsible for making a refund or giving you a replacement.
Not as described You may be eligible for a refund if your item doesn’t materially match the listing description of what you’ve purchased. There are a number of cases where you may be eligible for a refund:

Different item E.g. if you order a face wash and receive a face mask .
Item’s condition misrepresented E.g. the packaging is damaged or seal broken
Number of items is wrong E.g. you ordered one herbal product and were charged for three
Item damaged during shipping E.g. the packaging is damaged or seal broken.

What’s not protected?

The following cases are excluded from Buyer Protection:

Situation               Explanation
Buyer’s mistake You won’t be eligible where you mistakenly purchase an item or a different kind of item to what you intended.
Change of mind You won’t be eligible If you buy an item and subsequently decide you do not want it.
Fraudulent claims You won’t be eligible for Buyer Protection if AyuSpa considers that you are or may be acting fraudulently.

E.g. if we have evidence from a courier that you signed for an item, we will not accept a dispute report that the item was not delivered. We may also refuse it if you have a history of making false or fraudulent claims and we consider it is appropriate to do so.

Non-delivery where items are shipped to a vacant address If you arrange for an item to be shipped to an address where you are not available to pick the item up, we will not refund your money.