We aim to ensure all images and descriptions on our website accurately represent our products. However, please note that colours and finishes may vary slightly depending on screen settings or print materials.
If you’re not completely satisfied with your online purchase, we’re happy to help.
RETURNS CRITERIA
- 12 month warranty on all products
- Returns or exchanges accepted within 30 days of receipt
- Items must be in original condition with proof of purchase
- Sale items cannot be returned unless faulty
- No refunds or credits are issued for items our couriers can confirm as delivered
All returns must be approved by our team and include a Return Authority (RA) reference. Please contact us before sending any item back.
FOR FLOOR RUGS
- We’ll arrange return freight for your rug.
- A 15% return fee applies to cover freight and handling.
- This fee is waived if you choose a replacement rug of equal or greater value.
- If no replacement is chosen, a refund (less the 15% return fee and original shipping cost) will be issued to your original payment method.
FOR ALL OTHER ITEMS
- Customers are responsible for return shipping costs.
- Once approved, our team will provide return instructions.
- Refunds (excluding original shipping costs) will be issued to your original payment method once the item is received in original condition.
If you purchased a Baya product through a retailer or designer in New Zealand or Australia, please contact them directly to arrange your return or exchange. They will handle this according to their own return policy.
At Baya, we stand behind the quality of our products and want every purchase to meet your expectations. Please inspect your order as soon as it arrives. If you believe you’ve received a faulty, damaged, or incorrect item, contact us right away so we can resolve it promptly.
Please see below for our return guidelines for faulty products:
REPORTING A FAULTY ITEM
- Notify our customer support team within 7 days of receiving your order.
- Email hello@bayaliving, or phone us on +64 9 777 8197 to initiate the returns process.
- Include the following details: Your order number, a description of the fault, photos clearly showing the fault, and any other relevant information.
ASSESSMENT & RESOLUTION
- Our team will review your claim and may request further details or evidence if needed.
- 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 Authority (RA) number and instructions on how to return the faulty item.
RETURN SHIPPING
- Baya will cover all return shipping costs for approved faulty items.
- We’ll provide a prepaid shipping label or arrange a courier pickup.
- Please ensure items are securely packaged to prevent further damage in transit.
REPLACEMENT/REFUND PROCESSING
- Replacements are dispatched once the returned item has been assessed and confirmed faulty.
- Refunds are processed within 5 business days via your original payment method (processing times may vary depending on your bank).
EXCEPTIONS
- This policy applies only to items confirmed as faulty due to manufacturing defects or quality issues. It does not cover damage caused by misuse, improper care, normal wear and tear, or unauthorised alterations.
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