Refunds Policy
Refund & Returns Policy
Last Updated: June 9, 2026
1. Overview
At Ayra Tea & Gifts, we are committed to delivering a premium experience — from the moment you browse our collections to the moment your order arrives. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read this policy carefully to understand your rights and our process for handling returns, refunds, and exchanges.
2. Eligibility for Returns & Refunds
To be eligible for a return or refund, the following conditions must be met:
- The item must be unused, unopened, and in its original packaging
- The return request must be made within 3 days of receiving your order
- Proof of purchase (order confirmation, receipt, or transaction reference) must be provided
- The item must not fall under our non-returnable items list (see Section 4)
3. Valid Reasons for a Refund or Return
We accept return and refund requests under the following circumstances:
- You received a damaged or defective item
- You received the wrong item or an incomplete order
- Your order was not delivered within the stated timeframe and cannot be traced
- The product quality significantly differs from what was described on our website or agreed upon at the time of order
We kindly ask that photographic or video evidence be provided when reporting damaged, defective, or incorrect items, as this helps us resolve your case as quickly as possible.
4. Non-Returnable & Non-Refundable Items
Due to the nature of our products, the following items are strictly non-returnable and non-refundable, except in cases of damage or error on our part:
- Perishable goods, including teas, chocolates, biscuits, and edible products that have been opened
- Custom or personalised gift boxes and bespoke orders
- Items purchased during promotional sales, clearance events, or with discount codes (unless faulty)
- Gift cards and store credits
- Items that show signs of use, tampering, or damage caused by the customer
5. How to Initiate a Return or Refund Request
To begin the return or refund process, please contact us within the eligible timeframe using the details below:
- WhatsApp: +233 54 377 3391
- Phone: 0247 729 761
- In-store: Pillar 2 Road, 405 Dome Road, Dome, Accra, Ghana
When reaching out, please include the following information:
- Full name and contact number used for the order
- Order reference or transaction number
- Description of the issue
- Clear photos or videos of the item (if damaged, defective, or incorrect)
Our team will review your request and respond within 2 business days.
6. Refund Processing
Once your return or refund request has been reviewed and approved:
- Approved refunds will be processed within 5 to 10 business days
- Refunds will be issued via the original payment method where possible (mobile money, bank transfer, or store credit)
- You will be notified once your refund has been processed
- Processing times may vary depending on your payment provider or network
Please note that delivery fees are non-refundable, except where the error is entirely on our part (e.g. wrong item delivered, undelivered order).
7. Exchanges
If you would prefer an exchange rather than a refund, we are happy to accommodate this where stock is available. Exchange requests are subject to the same eligibility conditions outlined in Section 2. Any price difference between the original and replacement item will either be charged or refunded accordingly.
8. Damaged Items in Transit
We take great care in packaging all orders; however, damage can occasionally occur during delivery. If your item arrives damaged:
- Do not discard the packaging or the item
- Take clear photographs of the damaged item and packaging immediately upon receipt
- Contact us within 48 hours of delivery via WhatsApp or phone
- We will arrange a replacement or refund upon verification
Claims made after 48 hours of confirmed delivery may not be accepted.
9. Gifting & Third-Party Recipients
If the item was purchased as a gift and delivered directly to a recipient, the original purchaser remains responsible for initiating any return or refund request. We recommend that gift senders notify recipients of this policy in advance.
10. Order Cancellations
Orders may be cancelled before they are processed or dispatched. To cancel an order, please contact us immediately via WhatsApp at +233 54 377 3391 or by calling 0247 729 761.
- If your order has already been dispatched, cancellation will not be possible and the standard return process will apply
- Custom and personalised orders cannot be cancelled once production has begun
11. Contact Us
If you have any questions or concerns regarding this policy, or need assistance with a return or refund, please do not hesitate to reach out:
Ayra Tea & Gifts 
Pillar 2 Road, 405 Dome Road, Dome, Accra, Ghana 
0247 729 761 
WhatsApp: +233 54 377 3391
We value every customer and are committed to making every interaction with Ayra Tea & Gifts a pleasant and trustworthy one. Your satisfaction is our priority.
This Refund & Returns Policy forms part of our overall Terms of Service and is subject to change. Any updates will be published on our website with a revised “Last Updated” date.