Refund policy

At Vayla, we want you to shop with confidence. Our return policy follows New Zealand’s Consumer Guarantees Act (CGA) and Fair Trading Act (FTA), so your rights are fully protected.

If you are not satisfied with your purchase, or if your product is faulty, damaged, or not as described, we are here to help.

1. General Returns

We offer a 30-day return period from the date you receive your item.

To be eligible for a return, your item must:

• Be in the same condition as received
• Be unused, with all original tags and packaging
• Include your receipt or proof of purchase
• Include a completed Return Form

To start a return, please email us at support@vayla.co.nz. We will provide you with the correct return instructions and return address. 

You are responsible for the cost of returning the item unless the product is faulty, damaged, or not as described under the CGA. 

2. Damage, Faults, and Wrong Items

Please inspect your order as soon as you receive it.

If your item is faulty, damaged, or if you received the wrong product, please contact us as soon as possible at support@vayla.co.nz.

To help us assess the issue, we may ask you to provide photos or videos of the item.

Depending on the issue and the condition of the item, Vayla may offer a replacement, partial refund, or full refund in line with the Consumer Guarantees Act.

3. Returns

For approved returns, we will provide you with the correct return instructions.

Once your return has been received and inspected, we’ll confirm whether your refund has been approved. If approved, your refund will be processed to your original payment method within 1-2 business days.

Please note that your bank or payment provider may take additional time to clear the refund into your account.

If more than 5 business days have passed since your refund was approved, please contact us at support@vayla.co.nz so we can assist further.