Refund policy

Returns and Refunds Policy

We hope you love your order from The Ayalu House. If something isn’t quite right, please contact us at helloayalu@gmail.com with your order number, and we will be happy to help!

 

Changed your mind?

For eligible online purchases, you can let us know that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the items.

Please take reasonable care of your items and package them securely for their return. You may open and inspect them as you would in a shop. A deduction may be made if handling beyond this has reduced their value.

Customers are responsible for return postage for change-of-mind returns. Please retain proof of postage.

 

Blind Date with a Romance Book

Blind date with a romance book is about discovering a surprise read. We do not offer exchanges based solely on personal preference. We will try our best to avoid duplications or books you do not want. To help us, please share your Goodreads list and/or a list of books and tropes to avoid in your order notes.

If we send a title you specifically asked us to avoid before dispatch, please contact us so we can put things right.

When returning a complete bundle, please include all its contents and any accompanying free gift.

 

Damaged, faulty or incorrect items

Please contact us within 48 hours after your order arrives damaged, faulty, incomplete or incorrect. Include your order number and, where possible, photos of the items and packaging.

For most items, you can request a full refund for faulty goods or goods that do not match their description within 30 days of delivery. You may still have rights to a repair, replacement or refund after this period.

Please contact us to arrange the return. We will cover reasonable return postage costs.

Foods, drinks and personalised items

Please keep food and drink packaging sealed if you intend to return a bundle.

Some items cannot be returned simply because you changed your mind. These include clearly personalised items, goods that spoil or expire quickly, and certain sealed items that cannot safely returned once opened for health or hygiene reasons. Any exceptions will be explained before purchase.

You still have rights if these items are faulty, damaged or do not match their description.

 

Refunds

Refunds will go to your original payment method.

For change-of-mind returns, we will issue your refund within 14 days of receiving the returned items or proof that you have sent them back whichever is earlier.

If you cancel your whole order, we will also refund the original standard delivery charge. Any extra paid for upgraded delivery will not be refunded for change-of-mind returns.

Your bank or payment provider may take a few additional working days to show the refund.

 

Cancelling before dispatch

If you wish to cancel or change your order, please contact us as soon as possible. We will do our best to help before it is sent. If it has already been dispatched, the return process above applies.

 

Nothing in this policy affects your legal consumer rights.