Refund policy

We want you to love your AYS Essentials order. Please read the following policy carefully before making a purchase.

Returns for Change of Mind or Incorrect Size

Because our products are made to order, we do not accept returns or offer refunds simply because you change your mind, no longer want the item, or selected the wrong size/model.

Please carefully check the product details and select the correct phone model before placing your order.

If you selected the wrong phone model or would like a different product, we can help you place a new order, but the original order is not eligible for a return or refund for these reasons.

Damaged, Defective, Misprinted, or Incorrect Items

We will make things right if your order arrives:

  • Damaged
  • Defective
  • Misprinted or with a printing/production issue
  • Different from the product you ordered
  • With an item missing from your order

Please contact us within 30 days of the delivery of your order, or as soon as you become aware of an issue.

To assess the problem, we may ask you to provide clear photographs of the product and packaging. Depending on the issue, we may also ask for photos that clearly show the affected area, the full product, or the packing slip.

Providing clear photos helps us assess the issue and arrange the appropriate solution as quickly as possible.

Refunds or Replacement Orders

When an issue is confirmed, we may offer:

A replacement at no additional cost, or
A refund to your original payment method, depending on the circumstances.

Orders Marked as Delivered but Not Received

If your tracking information shows that an order was delivered but you have not received it, please contact us as soon as possible so we can investigate the delivery issue with the carrier.

We may ask you to provide information needed to help us investigate the delivery.

Orders Returned Due to Delivery Issues

An order may be returned if, for example, the delivery address is incorrect, the package is refused, or the package cannot be delivered.

If an order is returned to us and you would like it sent again, a new shipping charge may apply.

Please make sure your shipping address is accurate and complete when placing your order.

How to Report a Problem

To report an issue with your order, please contact us at:

info@aysessentials.com

Please include your order number and a clear description of the problem. Where applicable, include clear photographs showing the issue.

We recommend contacting us within 30 days of delivery for product issues so that we can investigate and assist you promptly.

Exchanges

We do not offer direct exchanges for change-of-mind requests or incorrect phone model selections.

If you need a different phone model or would like a different product, please contact us and we can assist you with placing a new order.

Refunds

Once we have reviewed your issue and determined that a refund is appropriate, we will process the refund to your original payment method.

Processing times may vary depending on your payment provider or financial institution.

Important

Nothing in this policy limits or excludes any rights you may have under applicable Australian consumer law. Where Australian Consumer Law provides you with a remedy, those rights continue to apply.

For any questions regarding returns, replacements, or refunds, please contact us at:

info@aysessentials.com