Refund Policy | Vaya

At Vaya, we strive to ensure your satisfaction with every purchase. However, we understand that returns and refunds may occasionally be necessary. Please review our refund policy carefully to understand your rights and our procedures.

1. Return Period

We offer a 30-day return window, which begins on the day your order is delivered to you. If 30 days have passed since the delivery date, we regret to inform you that we cannot offer a refund or exchange.

2. Eligibility Criteria

To qualify for a return and refund, the following conditions must be met:

a. Unused and Undamaged:
The item must be in its original, unused, and undamaged condition, without any signs of wear, tear, or alteration.

b. Original Packaging:
The item must be returned in its original packaging or comparable protective packaging to prevent damage during transit.

c. Specific Product Eligibility:
Certain items, such as hygiene products, perishable goods, or personalized items, may have unique return requirements. For eligibility details on specific products, please contact our customer support team.

3. Return Process

If you wish to initiate a return, follow these steps:

a. Contact Customer Support:
Contact our support team within the 30-day return window with your order details and the reason for the return. Our team will guide you through the process.

b. Approval and Instructions:
Once your return request is approved, we will issue a Return Merchandise Authorization (RMA) number and provide instructions for the return.

c. Secure Packaging:
Pack the item securely in its original or comparable protective packaging to avoid damage during transit. Ensure the RMA number is included on the package.

d. Shipping Costs:
Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product. We recommend using a trackable shipping method to ensure the item's safe return.

4. Inspection and Refund Process

Once we receive your returned item, we will inspect it to confirm it meets the eligibility criteria. If approved, we will process your refund.

a. Refund Method:
Refunds will be issued using the original payment method used for the purchase.

b. Refund Coverage:
The refund will include the cost of the returned item(s) but exclude any shipping or handling charges.

c. Processing Time:
Depending on your payment provider, it may take several business days for the refund to reflect in your account.

5. Exchanges

If you wish to exchange an item, please follow the return process outlined above and then place a new order for the desired product. This ensures a faster turnaround time.

6. Non-Returnable Items

The following items are non-returnable:

  • Gift cards
  • Downloadable software
  • Items marked as final sale or clearance

If you are unsure whether your product qualifies for a return, please contact customer support.

7. Damaged or Defective Items

If your order arrives damaged or defective, contact our customer support team immediately. We will assist you with a resolution, which may include:

  • A replacement
  • A refund
  • Any other appropriate solution

8. Additional Information

We reserve the right to refuse a return if the item does not meet the eligibility criteria or if the return request is made after the 30-day return window from the delivery date.

If you have further questions or concerns, our customer support team is here to help.