Returns & exchanges
RIGHT OF WITHDRAWAL
You have a 14-day full right of return on goods purchased on the website.
The 14-day period starts on the day the order is delivered.
You are responsible for any return shipping costs.
Notice of withdrawal must be given to us no later than 14 days after delivery and returned to us no later than 14 days after we have been informed of your exercise of the right of withdrawal.
Requests to exercise the right of withdrawal must be sent to kontakt@ayava.dk. The message must clearly state your wish to exercise the right of withdrawal. You can also use the standard withdrawal form, which you can find at the bottom of the terms and conditions.
If your order is a Christmas gift, goods purchased between October 1st and December 24th can be returned until January 15th, 2027.
Uncollected packages
If you have forgotten to collect your package and it has therefore been returned to us, you must send us an email to kontakt@ayava.dk stating whether you wish the package to be sent again or to be returned. If you want the package sent again, we will send an invoice of DKK 39 for shipping, which must be paid before we send the package. If you wish to be refunded, we will charge a fee of DKK 78 (for shipping and return shipping), which will be deducted from the original amount.
CONDITION OF THE ITEM UPON RETURN
You are liable for any deterioration in the value of the item that is due to handling other than what is necessary to determine the item's nature, characteristics, and function. This means that you may try the item in the same way as if you were shopping in a physical store.
If the item has been tried beyond what is described above, it is considered used and of diminished value. This means that upon withdrawal of the purchase, you will receive a smaller portion or none of the purchase amount back. It is up to AYAVA to assess the condition of the item.
If you wish to exchange or return an item, please note the following if you want to be sure to receive a full refund:
- The item must be in its original packaging.
- The item must not show signs of use. This includes wear, stains, damage, or external odors such as perfume and smoke.
- The item must have the attached tags so that it can be resold.
- The item's original packaging must not be used as shipping packaging.
Refund of the purchase amount
If you regret your purchase, you will get your money back. If the item has diminished in value, we will deduct the amount for which you are liable.
We will refund all payments received from you, including delivery costs (this does not apply to additional delivery costs in cases where you have chosen a delivery method other than the cheapest standard delivery method we offer), no later than 14 days from the day we received your notice that you wish to withdraw from the agreement.
We will return the money using the same payment method you used for the purchase, unless we have agreed otherwise.
We may withhold payment until we have received the item, unless you send us documentation that you have returned it.
EXCHANGE
If you wish to exchange an item for another, please do so by placing a new order on our webshop. The item you do not wish to keep should be sent back to our warehouse.
RIGHT TO COMPLAIN
A 2-year right to complain is granted on products in accordance with Danish sales law. The right to complain applies to all defects in software, material, and manufacturing.
Complaints regarding defects and deficiencies must be reported to AYAVA within a reasonable time after receipt of the item. If you complain within two months after the defect has been discovered, the complaint will always be timely.
We will refund reasonable shipping costs in the case of justified complaints.
The right to complain lapses in the event of incorrect or unusual operation of the product.
AYAVA covers return costs to a reasonable extent.
For returns, contact the company:
AYAVA
Tårnvej 97E
2610 Rødovre
Email: kontakt@ayava.dk
Phone no.: +45 51720082
Complaints are not accepted if sent cash on delivery.