Refund policy
At Ayres Professionals, we want you to receive your products in proper condition.
Because many of our products are skincare, beauty and professional-use products, returns are subject to product hygiene and safety requirements.
1. Eligible Returns
A return may be considered when:
- The wrong product was delivered.
- The product arrived damaged.
- The product is defective.
- The order contains a missing item.
- The product received materially differs from the product ordered.
Eligibility will be determined after verification.
2. Hygiene Products
For hygiene and safety reasons, products that have been opened, used, tested or otherwise tampered with may generally not be eligible for return unless the issue relates to a verified defect, damage or incorrect product.
3. Return Condition
Where a return is approved, the product should generally be:
- Unused
- In its original condition
- In original packaging
- Accompanied by accessories or components supplied with the product
- Accompanied by proof of purchase
4. Damaged Products
If your product arrives damaged, please contact us as soon as possible after delivery.
Please provide:
- Order number
- Clear photographs
- Packaging photographs
- Product photographs
- Unboxing video, where available
We will review the information and determine the appropriate resolution.
5. Wrong Product
If we send you an incorrect product, contact us with your order details and photographs.
After verification, we may arrange a replacement, return or other appropriate resolution.
6. Refunds
Where a refund is approved, the refund will generally be processed through the original payment method where technically possible.
The time taken for the amount to appear in your account may depend on the payment gateway, bank or financial institution.
7. Replacement
Depending on the circumstances and product availability, we may offer a replacement instead of a refund.
8. Non-Returnable Situations
Returns may not be accepted where:
- The product has been used or opened without an eligible defect.
- The product has been damaged after delivery due to misuse.
- The product has been altered or tampered with.
- The customer ordered the wrong product and the product is not eligible for change/return under the applicable terms.
- The product is returned without the required information or authorization.
- The issue is solely a change of preference after using the product.
Nothing in this policy is intended to restrict any rights available to consumers under applicable law.
9. Refund for Failed/Cancelled Orders
If an order is cancelled before dispatch and a refund is applicable, the eligible amount will be refunded through the applicable payment method.
10. Return Shipping
Where the return is due to an error attributable to Ayres Professionals, such as an incorrect or defective product, we may arrange or reimburse reasonable return shipping as applicable.
Where a return is requested for another permitted reason, shipping costs may be handled according to the specific return circumstances.