Refund policy

Returns

If you are not completely satisfied with your purchase, you may request a return within 7 days of receiving your order.

To be eligible for a change-of-mind return, the item must be unused, unwashed, in its original packaging and in a resalable condition. You will also need to provide your receipt or proof of purchase.

Because towels, bathrobes and other textile products are personal-use products, we cannot accept change-of-mind returns for items that have been used, worn or washed.

To request a return, please email sales@yamalava.com with your order number before sending the item back. If your return is accepted, we will provide the return address and instructions. Items returned without prior approval may not be accepted.

Original shipping charges are non-refundable, and customers are responsible for change-of-mind return shipping costs.

Exchanges

We offer exchanges requested within 7 days of delivery, provided that the item is unused, unwashed, in its original packaging and in a resalable condition.

To request an exchange, please email sales@yamalava.com with your order number and details of the item you would like to exchange.

Customers are responsible for return shipping and any additional shipping costs associated with a change-of-mind exchange. If an item is faulty, damaged or sent incorrectly, YamaLava will cover the reasonable shipping costs required to resolve the issue.

Exchanges are subject to product availability. If the requested replacement is unavailable, we will discuss an alternative product or refund with you.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty, does not match its description, or you receive the wrong item, please contact us as soon as possible at sales@yamalava.com. Where possible, we ask that you contact us within 7 days of receiving your order so we can investigate promptly.

Please include your order number and clear photographs of the item and packaging where applicable.

If the item is confirmed to be faulty, damaged during transit or sent in error, we will arrange an appropriate remedy, such as a replacement or refund, at no additional cost to you.

The request to contact us within 7 days does not limit your rights under the New Zealand Consumer Guarantees Act 1993. Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under applicable New Zealand consumer law.

Final Sale items

Items clearly marked as Final Sale cannot be returned or exchanged solely because you have changed your mind.

This does not affect your rights if an item is faulty, damaged, does not match its description, is sent incorrectly, or otherwise fails to meet the guarantees required under New Zealand consumer law.

Gift cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.

Refunds

Once we receive and inspect your returned item, we will notify you whether your return and refund have been approved.

If approved, the refund will be processed to your original payment method. Depending on your bank or payment provider, it may take approximately 3–10 business days for the refund to appear in your account.

If you have not received an approved refund after this period, please contact us at sales@yamalava.com.