RETURNS & REFUNDS
COMMITTED TO REDUCING RETURNS
We are committed to reducing returns to minimize environmental impact. If you are unsure about the quality, or any other detail, feel free to reach out to our customer service team for detailed advice.
RETURNS
We hope you love your AYAMAE piece. If you change your mind, you have the right to return your order in accordance with the conditions below.
Please read the return instructions carefully before sending your order back.
14-DAY RETURN PERIOD
You have 14 days after receiving your order to notify AYAMAE that you wish to return your purchase. If your order is delivered to a service point, the return period starts when you collect and receive the order.
Once you have notified AYAMAE of your return, you have another 14 days to actually send the product back to us.
You receive your order
Once your order has been delivered or collected from a service point, your 14-day withdrawal period starts.
Register your return
If you would like to make a return, please request your return within 14 days of receiving your order. You can register your return here. Please make sure you have read our return conditions and understand the condition in which your order must be returned.
Receive your return label
After your return has been registered, AYAMAE will provide the return label and return instructions. You do not need to create or purchase a return label yourself.
Send your return on time
You must hand the return parcel over to the carrier within 14 days after notifying AYAMAE of your return.
Important: return deadlines
If you do not notify us within the applicable 14-day withdrawal period, the statutory withdrawal period has expired.
If you notify us on time but do not send the product back within the following 14 days, the return deadline has expired.
Important: receiving a return label is not the same as returning your order
A return label prepares your parcel for shipment, but it does not confirm that the parcel has been sent.
Your return is considered sent once the parcel has actually been handed over to the carrier. Carrier tracking or a shipping receipt should show that the parcel was accepted for shipment.
An unused return label is not proof of return.
Always keep your shipping receipt and tracking information until your return and refund have been fully completed.
Return costs
Return shipping costs are paid by the customer.
RETURN CONDITIONS
You may carefully inspect and try on your AYAMAE watch in the same way that you would reasonably be able to inspect it in a physical store.
The watch may not be worn or used beyond what is necessary to determine its nature, characteristics and functioning.
Please return your order complete and, where possible, with all original packaging, accessories and materials supplied with your purchase, including:
Missing or damaged packaging, accessories or components may be taken into account when determining whether the product has diminished in value.
PROTECTIVE FILMS
We strongly recommend not removing the protective films or protective plastic while trying on your watch.
Protective films help keep the watch in its original condition and protect the case, bracelet, clasp and other surfaces from scratches and signs of wear.
RETURN INSPECTION & DIMINISHED VALUE
Every returned product is checked after arrival to confirm that the correct product has been returned and that the order is complete.
Important: If all protective films and protective plastic are still intact and the watch is returned complete and without signs of use, the diminished-value assessment below does not apply.
IF PROTECTIVE FILMS HAVE BEEN REMOVED
If protective films or protective plastic have been removed, AYAMAE will inspect the condition of the watch carefully to determine whether any loss in value has occurred.
During this inspection, we may consider:
- scratches, marks or dents
- visible signs of wear
- damage to the case, bracelet, clasp or glass
- resizing or alterations
- missing parts or accessories
- whether the watch can still be sold in its original new condition
Where relevant, AYAMAE may take photographs and/or video of the returned watch and its condition during the inspection.
If the removal of the protective films, or handling of the watch after removal, has resulted in an actual loss in value, the applicable diminished value may be deducted from your refund. This is not a fixed penalty and will be assessed individually based on the actual condition of the returned watch. If a deduction is applied, AYAMAE will inform you of the adjusted refund amount.
UNCOLLECTED PACKAGES
Please make sure to collect your order from a service point within the carrier's collection period.
Simply not collecting or refusing a parcel does not automatically constitute a valid withdrawal from the purchase. You must still notify AYAMAE that you wish to withdraw from the purchase within the applicable withdrawal period.
If your parcel is returned to AYAMAE
If a parcel is returned to AYAMAE because it was not collected, additional return shipping and handling costs actually incurred by AYAMAE may be charged or deducted where permitted by applicable law and where these costs have been properly disclosed.
REFUNDS
WHEN WILL MY REFUND BE ISSUED?
Registering a return does not mean that a refund has automatically been approved or issued.
After you notify us that you are exercising your right of withdrawal, AYAMAE will refund the applicable amount within the period required by law.
AYAMAE may withhold the refund until:
- we have received the returned product, or
- you provide valid evidence that the product was actually sent back,
whichever occurs first.
AFTER WE RECEIVE YOUR RETURN
Once the return parcel has been delivered to our designated return location, we will register and inspect the returned product.
Carrier tracking showing delivered confirms that a parcel reached our return location.
It does not automatically confirm:
- which product was inside the parcel
- that the correct product was returned
- the condition of the returned product
- whether all parts are included
- whether the return meets the return conditions
- the final amount to be refunded
The returned product will therefore be inspected before the final refund amount is determined.
If we identify an issue during the inspection, we may document the condition with photographs and/or video and contact you regarding the return.
REFUND AMOUNT
After inspection, we determine the final refund amount.
Where applicable, the following may be deducted:
- the cost of the AYAMAE return label
- diminished value caused by handling or use beyond what was reasonably necessary to inspect the product
- loss in value caused by scratches, wear or damage
- loss in value related to removed protective films where this affects the condition or resale value
- objectively justified cleaning or repair costs resulting from such handling
- the value of missing parts or accessories
- other objectively demonstrable diminished value
If a deduction for diminished value is applied, you will be informed.
ORIGINAL SHIPPING COSTS
When you return your entire order under your statutory right of withdrawal, AYAMAE will refund the standard original delivery costs where required by law.
If you selected a more expensive shipping method than our standard delivery option, the additional shipping costs are not refundable.
If you return only part of your order, the original outbound shipping costs are not refunded.
PAYMENT METHOD
Refunds are made using the same payment method used for the original purchase, unless another method has been expressly agreed.
Once your refund has been issued by AYAMAE, you will receive a confirmation email.
Depending on your bank or payment provider, it may take up to 30 days before the refunded amount is visible in your account.
KLARNA RETURNS & REFUNDS
If you paid with Klarna, we recommend also registering your return in the Klarna app after you have actually handed the return parcel over to the carrier.
Please keep your:
- return confirmation
- shipping receipt
- return tracking number
until the return has been fully processed and your Klarna payment has been updated.
Once your returned product has been received and the applicable refund amount has been determined, AYAMAE will process the refund or payment adjustment through Klarna.
Klarna will then update your payment accordingly.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
A damaged, defective or incorrect product is handled separately from a regular change-of-mind return.
If you believe you have received a defective, damaged or incorrect product, please contact AYAMAE before returning it.
Contact our Customer Care team
Choose the contact method that is most convenient for you.
Please provide:
- your order number
- a clear description of the issue
- clear photographs and/or video where relevant
Do not send a defective or incorrect product back using a standard paid return without contacting us first.
If the product is confirmed to be defective or incorrect, AYAMAE will provide an appropriate solution and cover the applicable return costs where required.
GIFT CARDS
Gift cards are non-refundable unless otherwise required by applicable law.
QUESTIONS ABOUT YOUR RETURN?
If you have any questions about your return, return label or refund, please contact AYAMAE Customer Care before sending your parcel.
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