Return Policy

At Eqaaya, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please read through our refund policy carefully.

1. Returns and Eligibility

We accept returns on most items within 7 days of the purchase date, provided the following conditions are met:

• The item is in its original condition, unused, and with all original tags, labels, and packaging.
• The item has not been altered, washed, or damaged in any way.
• The return is initiated within 7 days of the delivery date.

Some items, including but not limited to Personised  Products or Seasonal Items (e.g., Halloween or Christmas decorations), may not be eligible for return. Please check the specific product page for any return exclusions.

2. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer service team at info@eqaaya.com within 7 days of receiving your order. Provide your order number and details about the item(s) you wish to return.
2. Return Authorisation : Once we confirm that your return is eligible, we will provide you with return instructions and a return shipping address. You may be required to cover the return shipping costs, unless the return is due to an error on our part.
3. Pack the Item: Carefully package the item(s) in their original packaging. Include the return authorization details inside the package to help us process your return more efficiently.
4. Ship the Item: Send the item back to the provided return address. We recommend using a trackable shipping method to ensure the safe return of your product.

3. Refunds

Once we receive and inspect the returned item, we will process your refund within 5-7 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account.

4. Non-Refundable Items

The following items are non-refundable:

• Gift cards or any other form of store credit.
• Personalised or custom-made products.
• Final sale or clearance items as stated on the product page.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at info@eqaaya.com . We will offer a full refund or exchange at no additional cost to you. Please provide pictures of the damage or incorrect item along with your order number to assist us in processing the return quickly.

6. Exchanges

We do not offer direct exchanges. If you would like to exchange an item, please return the item for a refund and place a new order for the desired product.

7. Shipping Costs

• Return Shipping: You are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong or defective product).
• Original Shipping: Shipping charges on your original order are non-refundable.

8. Contact Us

If you have any questions or need assistance with a return or refund, please contact our customer service team at: info@eqaaya.com.