Returns & Exchanges
Your satisfaction with the Baya experience means a lot to us, and we want you to be pleased with the goods and services that you receive from us. Below are some commonly asked questions and details about returns and exchanges.
We strive to provide a premium level of products and customer service. If you have any issues with your purchase, and wish to return or exchange an item, please see our policies below. For further queries, please contact us using our CONTACT FORM, email us at hello@bayaliving.com, or phone us +64 9 777 8197. You can reach us weekdays from 8am-5pm.
PRODUCTS PURCHASED THROUGH A RETAIL STOCKIST OR DESIGNER
Our products are sold through retailers and designers throughout New Zealand & Australia. If you have purchased a Baya product and wish to return it for any reason, it is best to contact the retailer or designer through whom you purchased the item. They will take you through the standard returns procedure.
PRODUCTS PURCHASED THROUGH BAYALIVING.COM
We work hard to ensure the pictures and descriptions on our website are as accurate as possible. We understand that there can be small variations between the mobile and computer screens you are viewing on, or our print material may give a different impression of the product itself.
Please note, we do not offer refunds or credits on items that our couriers are able to prove have been delivered.
If you're not happy with an item you've received from us, and wish to return or exchange it, we would like to make the return process as easy as possible for you. Please see our return criteria below:
RETURNS CRITERIA
- - 12 month warranty for all products
- - Returns or exchanges accepted within 30 days of receipt
- - Items must have a valid receipt or proof of purchase to be eligible for return
We work hard to ensure the pictures and descriptions on our website are as accurate as possible. We understand that sometimes there can be small variations between the screens you are viewing on, or our print material may give a different impression of the product itself. If you wish to return an item/s, please read below for our change of mind return policy.
Change of mind returns will need to be initiated by contacting us within 30 days of receiving the item.
To be accepted, the items returned need to be in the same original condition and packaged as securely as they were when they were received. All returns must be returned with a Return Authority (RA) reference, which will be provided by our team prior to returning. Without this reference, we cannot guarantee your return will be accepted.
FOR FLOOR RUGS
- - We will organise the freighting of your floor rug back to us.
- - A 15% return fee will be incurred to cover freight and handling.
- - This fee will be waived if you choose a replacement floor rug of equal or greater value.
- - If no replacement is chosen, you will be refunded to your original payment method excluding the 15% return fee, and cost of shipping.
FOR ALL OTHER ITEMS
- - After lodging your return query with us, you will be required to organise shipping of the item/s back to us.
- - You will receive further instructions from our customer support team at the time. Please note, you will need to cover the cost of freight to return the item to us.
- - If you do not wish to exchange, you will be refunded to your original payment method excluding the original cost of shipping.
At Baya, we stand behind the quality of our products and want to ensure you are satisfied with your purchase. We ask that you carefully inspect your order immediately upon receipt. If you believe you have received a damaged or faulty item from us, or your packing slip doesn’t match your order, please contact us immediately. Please see below for our return guidelines for faulty products:
REPORTING A FAULTY ITEM
- - Notify our customer support team within 7 days of receiving the faulty item.
- - Contact our customer service team at hello@bayaliving, or phone us on+6497778197 to initiate the returns process.
- - Please ensure you include relevant details, including your photos of the fault, your order number, a description of the fault, and any other supporting evidence.
ASSESSMENT & RESOLUTION
- - Our customer support team will assess the reported fault and may request additional information or evidence, if necessary.
- - We may provide troubleshooting steps or request the item to be returned for a replacement, credit or refund.
- - If the fault is confirmed, we will offer you the choice of a refund or a replacement item, subject to availability.
- - If a return is deemed necessary, our customer support team will provide you with a return authorization (RA) number and instructions on how to return the faulty item.
RETURN SHIPPING
- - We will organise and cover the cost of return shipping of your faulty item/s.
- - We will provide you with a prepaid shipping label or arrange a courier service for the return.
- - Please ensure the item is securely packaged to prevent any further damage during transit.
REPLACEMENT/REFUND PROCESSING
- - If you choose to have a replacement item sent, we will organise this to be dispatched once we have confirmed the item is faulty and able to be returned.
- - If you choose to be refunded, this will be processed within 5 business days using the original payment method. Please note that refund processing times may vary depending on your bank.
EXCEPTIONS
- - This returns policy applies only to items determined to be genuinely faulty due to manufacturing defects or quality issues.
- - It does not cover damages resulting from misuse, improper care, normal wear and tear, or unauthorized modifications.
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