Refund policy

Thank you for shopping with fytoya.shop.

We want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, exchanges, refunds, damaged products, incorrect orders, and order cancellations are handled.

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund, or other remedy if a product:

• Is faulty, defective, or unsafe
• Is not of acceptable quality
• Does not match its description, photograph, sample, or demonstration model
• Is not fit for its normal purpose
• Is not fit for a particular purpose that you communicated to us before purchasing
• Does not perform as represented
• Has a major or minor failure under the Australian Consumer Law

Your statutory rights apply independently of this policy and are not limited by our voluntary change-of-mind return period.

2. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we offer a voluntary 30-day change-of-mind return period.

You must contact us within 30 calendar days after the date your order is recorded as delivered.

To qualify for a change-of-mind return, the product must:

• Be unused, unworn, unwashed, and unaltered
• Be in its original condition
• Include all original labels, tags, accessories, manuals, and packaging
• Be free from stains, odours, damage, pet hair, cosmetic marks, or signs of use
• Be accompanied by valid proof of purchase
• Not be an excluded product listed in this policy

We reserve the right to refuse a voluntary change-of-mind return if the product does not meet these conditions.

The conditions in this section do not limit your rights when a product is faulty, defective, unsafe, or otherwise fails to meet a consumer guarantee.

3. Products Excluded from Change-of-Mind Returns

Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:

• Products marked as “Final Sale” or “Non-Returnable”
• Custom-made or personalised products
• Gift cards
• Downloadable or digital products
• Perishable products
• Personal care, beauty, or hygiene-sensitive products that have been opened
• Underwear, swimwear, earrings, or similar hygiene-sensitive items where the protective seal has been removed
• Products that have been used, worn, washed, altered, damaged, or improperly handled after delivery
• Products returned without their original tags, accessories, or packaging

Sale and promotional products remain covered by the Australian Consumer Law. A discounted price does not remove your rights when a product is faulty or does not meet a consumer guarantee.

4. How to Request a Return

Before returning any product, contact our customer service team at:

Email: info@fytoya.shop

Please provide:

• Your full name
• Your order number
• The email address used to place the order
• The name of the product you wish to return
• The reason for the return
• Clear photographs or videos if the product is damaged, defective, or incorrect

We will review your request and provide return instructions where the return is approved or otherwise required by law.

Please do not return a product to the address shown on the parcel or shipping label unless we have specifically instructed you to do so. Returns sent without authorisation or to an incorrect address may be delayed, refused, or lost.

5. Return Authorisation

Contacting us does not automatically mean that a voluntary change-of-mind return has been approved.

After reviewing your request, we may:

• Approve the return
• Request additional information or photographs
• Offer troubleshooting or another appropriate solution
• Provide a return address and instructions
• Refuse a voluntary return that does not meet this policy

We will not refuse or restrict a remedy that you are legally entitled to receive under the Australian Consumer Law.

6. Return Shipping Costs

Change-of-Mind Returns

For approved change-of-mind returns:

• You are responsible for return shipping costs
• Original shipping or express delivery charges are not refundable
• Any customs duties, taxes, or return handling charges imposed by third parties are your responsibility
• We recommend using a tracked and insured shipping service
• You are responsible for the product until it is received at the authorised return location

We are not responsible for change-of-mind returns that are lost, damaged, or delivered to an incorrect address.

Faulty, Damaged, or Incorrect Products

Where a product fails to meet a consumer guarantee, we will bear or reimburse reasonable return shipping costs where required by the Australian Consumer Law.

Depending on the circumstances, we may provide:

• A prepaid return label
• Return shipping instructions
• Reimbursement of reasonable return postage costs
• Another suitable collection or return arrangement

Please keep your postage receipt if we ask you to return a faulty, damaged, or incorrect product using your own funds.

7. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• The product arrived damaged
• The product is defective or unsafe
• You received the wrong product
• A product is missing from your order
• The product is materially different from its description
• The parcel was damaged during delivery

Please include clear photographs or videos showing:

• The entire product
• The damaged, faulty, or incorrect area
• The external packaging
• The internal packaging
• The shipping label
• Any product label or identification code

Photographs and videos help us investigate the issue, but we will not impose unreasonable evidence requirements that restrict your statutory rights.

Do not discard the product or packaging until we have reviewed your request and provided instructions.

8. Major Problems

A product may have a major problem where, for example:

• A reasonable customer would not have purchased it if they had known about the problem
• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time
• It is substantially unfit for a purpose that you told us about and cannot easily be fixed
• It is significantly different from its description, sample, or demonstration model
• It is unsafe

Where a product has a major problem under the Australian Consumer Law, you may generally choose to:

• Reject the product and receive a refund
• Reject the product and receive a replacement of the same type and similar value
• Keep the product and seek compensation for the reduction in its value

Any refund or replacement will be handled in accordance with applicable law.

9. Minor Problems

Where a product has a minor problem, we may choose to provide an appropriate remedy, such as:

• A repair
• A replacement
• Another reasonable solution

The remedy will be provided free of charge where required by the Australian Consumer Law.

If we cannot fix a minor problem within a reasonable time, you may be entitled to reject the product and request a refund or replacement, or obtain a repair elsewhere and seek reimbursement of reasonable costs where permitted by law.

10. Proof of Purchase

We may request reasonable proof that the product was purchased from fytoya.shop.

Acceptable proof may include:

• Order confirmation
• Receipt
• Order number
• Payment record
• Bank or card statement
• Customer account order history
• Other evidence reasonably demonstrating the purchase

The absence of original packaging does not automatically remove your rights in relation to a faulty product. However, original packaging, tags, and accessories are required for voluntary change-of-mind returns.

11. Return Inspection

Returned products may be inspected after they arrive.

For voluntary change-of-mind returns, we may refuse the return or reduce the refund to reflect a loss in value if the product:

• Has been used, worn, washed, altered, or damaged
• Is missing components, labels, accessories, or packaging
• Contains stains, odours, cosmetic marks, or signs of improper handling
• Is not the product originally purchased from us
• Was damaged because it was inadequately packaged for return

We will not impose a restocking, inspection, or handling fee where doing so would unlawfully restrict a remedy available under the Australian Consumer Law.

12. Refund Processing

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved:

• The refund will normally be issued to the original payment method
• We aim to initiate the refund within 5–10 business days after approval
• Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional processing time
• We cannot control the processing times of financial institutions or payment providers

A refund is not considered delayed until the relevant payment provider’s normal processing period has passed.

If the original payment method is unavailable, we may contact you to arrange another lawful refund method.

13. Refund Amounts

For approved change-of-mind returns, the refund will generally cover the amount paid for the returned product, excluding:

• Original shipping or express delivery charges
• Return shipping costs
• Customs duties or taxes charged by third parties
• Gift wrapping or other non-refundable optional services

Where the product is faulty, damaged, incorrect, or otherwise fails to meet a consumer guarantee, the refund will include any amounts required by the Australian Consumer Law, which may include reasonable delivery or return costs.

If a discount, bundle promotion, or promotional code was applied, the refund will be calculated based on the actual amount paid for the returned product.

If returning part of an order makes the remaining order ineligible for a discount or promotion, the refund may be adjusted to reflect the correct promotional value, provided this does not limit your statutory rights.

14. Exchanges

Exchanges are subject to product availability.

For an approved exchange, we may:

• Replace the product with the same product
• Replace it with a different size, colour, or variation
• Issue store credit
• Issue a refund and ask you to place a new order

Where an exchange is requested because you changed your mind, you may be responsible for return shipping and any new delivery costs.

Where an exchange is required because the product is faulty, damaged, or incorrect, we will cover reasonable costs where required by law.

If the requested replacement is unavailable, we may offer another suitable remedy or issue a refund.

15. Order Cancellations

You may request an order cancellation by contacting:

info@fytoya.shop

Please include your order number and the email address used to place the order.

We will try to accommodate cancellation requests, but cancellation is not guaranteed once an order has entered processing, fulfilment, or shipping.

If the order has already been dispatched, you may need to wait until it is delivered and then request a return under this policy.

Approved cancellations will normally be refunded to the original payment method.

We reserve the right to cancel an order before shipment where:

• The product is unavailable
• Payment cannot be verified
• Fraudulent or unauthorised activity is suspected
• Pricing or product information contains an obvious error
• Delivery cannot reasonably be completed
• The order breaches our Terms of Service or applicable law

If we cancel an order after payment has been received, we will issue an appropriate refund.

16. Changes to Orders and Delivery Addresses

Contact us as soon as possible if you need to change:

• A delivery address
• A product
• A size or colour
• Customer contact information

We cannot guarantee that changes can be made after an order has entered processing or fulfilment.

Customers are responsible for checking that their delivery address is complete and accurate before submitting an order.

Where a parcel is returned because an incorrect or incomplete address was supplied, we may require payment of reasonable reshipping costs before sending it again, unless the problem was caused by us or the carrier.

17. Lost or Missing Parcels

If tracking shows that a parcel is delayed, lost, or delivered but you have not received it, contact us at info@fytoya.shop.

We may ask you to:

• Confirm your delivery address
• Check with household members or neighbours
• Check safe-drop locations
• Contact the delivery carrier
• Provide a written declaration of non-receipt
• Assist with a carrier investigation

We will review the circumstances and provide an appropriate solution in accordance with applicable law.

We are not responsible for loss caused solely by an incorrect address entered by the customer, an unauthorised redirection requested by the customer, or a safe-drop instruction provided by the customer, except where applicable law requires otherwise.

18. Refused and Unclaimed Deliveries

If a parcel is refused, unclaimed, or returned to us because delivery could not be completed, please contact us.

Once the parcel is received and inspected, we may:

• Arrange redelivery
• Issue a refund where appropriate
• Deduct reasonable non-refundable delivery or return costs from a voluntary change-of-mind refund

No deduction will be made where it would unlawfully reduce a remedy available under the Australian Consumer Law.

19. Gifts

If a product was purchased as a gift, the refund will normally be issued to the original purchaser using the original payment method.

We may offer an exchange or store credit to the gift recipient where appropriate, subject to proof of purchase and applicable law.

20. Return Abuse and Fraud

We may refuse a voluntary return where we reasonably believe that:

• The product was not purchased from fytoya.shop
• The product has been substituted
• The return contains false or misleading information
• The product was intentionally damaged
• The return process is being misused
• Fraudulent activity has occurred

We may request additional information to verify a return.

This section does not permit us to refuse a legitimate remedy available under the Australian Consumer Law.

21. Contact Us

For return, refund, exchange, cancellation, or order-related enquiries, please contact:

Company: fytoya.shop
Website: fytoya.shop
Email: info@fytoya.shop

Please include your order number and a clear explanation of your request so that we can assist you efficiently.