Refund policy

**Returns & Exchanges**

We want you to love your AYLY pieces.

If you change your mind or select the wrong size, unused items in their original condition may be returned or exchanged within **14 days of delivery**.

Items must be unworn, unused and returned with all original packaging and tags intact.

Return shipping costs for change-of-mind or incorrect-size returns are the responsibility of the customer. Original shipping charges are non-refundable.

**Personalised Items**

Personalised items are made specifically for you and are **final sale**.

Personalised items cannot be returned or exchanged for:
- change of mind
- incorrect size selected by the customer
- spelling, wording or other personalisation details entered incorrectly by the customer

Please carefully check all personalisation details before placing your order.

This does not affect your rights under the Australian Consumer Law.

**Faulty, Damaged or Incorrect Items**

If your item arrives faulty, damaged, or is different from what you ordered, please contact us as soon as possible so we can assess the issue.

Where a product does not meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem.

Damage caused by misuse, chewing, improper use, incorrect care, accidents, or normal wear and tear is not considered a product fault.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

**How to Request a Return or Exchange**

For change-of-mind or incorrect-size returns, please contact us through our **Contact** page within **14 days of receiving your order**.

Please include:
- your order number
- the item you wish to return or exchange
- the reason for your request

Please do not send items back before contacting us.

For faulty, damaged or incorrect items, please contact us with your order number and details of the issue. Photos may be requested to help us assess the problem.