AYRA’s primary goal is to ensure you are fully satisfied with your purchase. If for any reason you are not happy with your product, you may exchange it within 15 business days from the date of receipt (provided the items have not been used, damaged, or previously exchanged).

To process an exchange, you must present the purchase invoice and the item with ALL tags (internal and external) attached. This policy does not apply to the Accessories line (Sunglasses and Jewelry), underwear, or sale/promotional items.

Warranty Policy

If an item has a quality or suitability issue, and you have followed all care and washing recommendations, and the warranty period has not expired, you may submit the garment in optimal hygienic conditions to AYRA. You must complete the Warranty Request Form. Your request will be processed according to the terms and rules established in Title III, Chapter I of Law 1480 of 2011 (Consumer Protection Statute) and Decree 735 of 2013.

Requirements for Exchange:

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  A. You must present the invoice (from the physical store or website). The garment must retain its original tags and packaging.
  
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  B. The garment must be in the same condition as it was sent, free of stains or odors.
  

Warranty Claim Process:

1. 
   Once the customer completes the Warranty Request Form, the request and the item will be sent to the Customer Service Department.
   
2. 
   The item will be analyzed by qualified personnel. After the quality auditor reviews the garment, a decision will be made in accordance with applicable regulations.
   
3. 
   Customer Service will provide a written response within 15 business days of the request (this period does not include repair time if applicable).
   
4. 
   Once a repair or exchange is authorized, or if the claim is denied, the customer has three (3) months to pick up the item from the store or finalize the exchange. After this period, AYRA is no longer responsible for the item.
   

Shipping for Warranties: Items under warranty must be sent to our store in Cali: Carrera 106a #18-49, Av. Cañasgordas. AYRA will cover shipping costs for warranties or errors made by our team. The shipment should be sent "Cash on Delivery" (Pago Contraentrega). Please notify us of the shipment via WhatsApp at 3183083566 or email at Info@ayracollective.com.co.

Warranty Exclusions:

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  Color Variations: We display colors and prints as accurately as possible; however, colors may vary depending on your screen settings or lighting. We cannot guarantee an exact match.
  
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  Claims made more than one month after purchase.
  
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  Failure to follow washing and care instructions.
  
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  Use of deodorants with chemicals that discolor fabrics.
  
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  Use of chemicals or bleach.
  
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  Fading due to drying in direct sunlight.
  
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  Fading from hand-washing.
  
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  Garments altered or modified by the customer.
  
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  Ironing over prints, appliques, or embroidery.
  
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  Normal wear and tear.
  

Refunds (Money Back)

The Consumer Statute allows for refunds under specific circumstances, such as:

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  a. When the item cannot be repaired.
  
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  b. When a defect recurs and the consumer requests a refund instead of another repair.
  
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  c. When delivery exceeds 30 days or the product is unavailable.
  
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  d. In these events, the seller is obligated to refund the price.
  
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  e. The seller is not obligated to refund money if the customer simply changes their mind without an objective reason.
  

AYRA does not offer refunds except in cases where a product is unavailable due to inventory errors on the day of purchase, or if a requested exchange size is unavailable. In such cases, the refund will be processed within 5 days of receiving the item. Request refunds via WhatsApp (3183083566) or email (Info@ayracollective.com.co).

Shipping Policy

NATIONAL ORDERS

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  Delivery Time: 1–5 business days (excluding the day the order is placed, Saturdays, Sundays, and holidays). These times do not apply during promotions or special events.
  
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  Carrier Responsibility: The shipping company is responsible for safe delivery. Merchandise is insured for the minimum standard value; if you require higher coverage, please notify us at the time of purchase.
  
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  Cancellations: AYRA may cancel an order due to lack of availability; in this case, a refund will be issued to the original payment method on the same day.
  
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  Free Shipping Promotions: When AYRA offers free shipping, it covers only the initial delivery. For exchanges or returns, [the customer is responsible for shipping costs].