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We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, the product must be unopened, unused and in the same condition in which you received it. The original packaging and safety seal must be intact. You will also need the receipt or proof of purchase.
Because our products are consumable food products, we cannot accept returns of products that have been opened, used or unsealed, unless they arrived damaged, defective or incorrect.
To request a return, contact us by email at ayae.superfood@gmail.com with your order number and the reason for your request.
If your return is accepted, we will provide the return address and detailed instructions by email. Where applicable, we will also provide a return shipping label.
Please do not send products back without first contacting us and receiving return authorisation. Items returned without prior authorisation will not be accepted.
Please do not return products to the sender address shown on your parcel or to our registered office unless we specifically instruct you to do so by email.
For change-of-mind returns, customers are responsible for the return shipping costs. If the return is required because the product arrived damaged, defective or incorrect, we will cover the reasonable return shipping costs.
You can contact us with any return-related questions by email at ayae.superfood@gmail.com.
Please inspect your order upon delivery and contact us by email as soon as possible if the product is defective, damaged, leaking, missing or incorrect, so that we can evaluate the issue and make it right.
Please email ayae.superfood@gmail.com with:
Your order number
A description of the issue
Clear photographs of the affected product
Photographs of the internal and external packaging
A photograph of the shipping label
Please keep the affected product and its original packaging until we have reviewed your request. Do not consume a product if you believe it may be defective or unsafe.
If the issue is confirmed, we may offer a replacement, refund or another appropriate remedy.
For food safety and hygiene reasons, we cannot accept returns of:
Products that have been opened, used or unsealed
Products whose safety seal is no longer intact
Products that are not in their original packaging
Products damaged by improper storage, handling or use after delivery
Products returned without prior authorisation
Gift cards
Sale or clearance items returned solely because of a change of mind
A personal dislike of the product’s flavour or a change in preference does not qualify as a product defect.
These exclusions do not apply if a product arrived damaged, defective or incorrect, or where a return or another remedy is required under applicable law.
If you have questions about a specific item, contact us by email at ayae.superfood@gmail.com.
We do not offer direct exchanges.
The fastest way to receive a different product is to return the item you have, where eligible, and place a separate order once the return has been accepted.
If you received an incorrect or defective product, contact us by email before placing another order so that we can arrange the appropriate solution.
We will notify you by email once we have received and inspected your return and let you know whether the refund has been approved.
If approved, the refund will automatically be issued to your original payment method within 10 business days.
Please remember that your bank, card issuer or payment provider may require additional time to process and display the refund.
If more than 15 business days have passed since we approved your refund, contact us by email at ayae.superfood@gmail.com.
Nothing in this policy limits any mandatory rights or remedies available to you under applicable Hong Kong consumer law.
