1.0 Damaged Item
1.1 It is the responsibility of the Buyer to check the contents of the goods thoroughly once a delivery has been made.
1.1.1 It is the responsibility of the Buyer to notify AYB of any damage within 48 hours in order for the issue to be rectified.
1.2 All internal and external packaging must be retained when reporting an item as damaged regardless of its condition.
1.3 In the case of the external packaging being visibly damaged upon delivery, it is the responsibility of the Buyer to sign as "damaged" with the courier if this is an option.
1.4 Refusing an item upon delivery based solely on the condition of the external packaging is not advised as the item within may not be defected.
1.5 In the case of a Buyer reporting the item as damaged, AYB may require photographic images of the packaging and item to help expedite the situation.
1.6 Subsequent to the Buyer notifying AYB of any damage to the packaging or item upon delivery, AYB will carry out one of the following options:
1.6.1 AYB will open a courier damage inspection. This process can take up to 8 working days starting from the day after the inspection is raised. The Buyer must agree to cooperate with the courier's attempts to insect the damaged package. Once the damaged item or package has been returned to AYB or the courier has accepted liability for the damage, AYB will reimburse the Buyer with a replacement item or a full refund.
1.6.2 AYB will offer a partial refund in settlement of any damage.
1.6.3 In the case that part of an item is damaged as opposed to the whole item, AYB may send out the replacement part only.
1.6.4 AYB will request the Buyer to return the damaged item via an agreed service with an agreed courier or postal service. The Buyer must provide a copy of any receipts in addition to using the agreed service with an agreed courier or postal service in order to be reimbursed for any return charges. AYB will only reimburse any costs once the item and a copy of any receipts has been received. AYB reserves the right to reject or give a partial refund if the Buyer returns an item that opposes the accepted pre-agreed terms.
1.7 AYB will not accept liability for any costs incurred on the Buyer due to an item being delivered damaged.
2.0 Incorrect Item
2.1 In the case of the Buyer receiving an item that is incorrect from what was ordered the Buyer must contact AYB.
2.2 All internal and external packaging must be retained when reporting an item as incorrect regardless of its condition.
2.3 In the case of a Buyer reporting the item as incorrect, AYB may require photographic images of the item to help expedite the situation.
2.4 Subsequent to the Buyer notifying AYB of any incorrect items, AYB will determine if the item delivered is incorrect and will carry out one of the following options:
2.4.1 AYB will arrange a collection of the incorrect item on any given working day from the original delivery address at the expense of AYB. Subsequent to AYB receiving the items in original condition with no damage, the correct item will be dispatched or the item will be refunded. AYB endeavour to dispatch new items within 48 hours of receiving incorrect items.
2.4.2 AYB will dispatch a new item without collecting the incorrect item.
2.4.3 AYB will request the Buyer return the damaged item for a refund using AYB return process at the expense of the Seller.
2.4.4 AYB will request the Buyer to return the item via an agreed service with an agreed courier or postal service. The Buyer must provide a copy of any receipts in addition to using the agreed service with an agreed courier or postal service in order to be reimbursed for any return charges. AYB will only reimburse any costs once the item and a copy of any receipts has been received. AYB reserves the right to reject or give a partial refund if the Buyer returns an item that opposes the accepted pre-agreed terms.
2.5 AYB will not accept liability for any costs incurred on the Buyer due to an incorrect item being delivered.
3.0 Buyers Right To Cancel
3.1 The Buyer has the right to cancel an order from the moment an order is placed and up to 30 days once an item has been delivered with the exception of made to order goods.
3.2 It is the Buyers responsibility to notify AYB of the intent to cancel an order within the time frame agreed in these terms.
3.3 The Buyer's right to cancel allows for a full refund of all payments including standard delivery costs. AYB will not refund any enhanced delivery costs opted for by the Buyer. i.e. Next day delivery.
3.4 For returns details please see the AYB Returns Policy.
4.1 The AYB customer service team are available during official business hours. In the case of the Buyer not being satisfied with the service given, formal complaints can be directed to the AYB complaints department whose address is: AYB ULUSLARARASI TICARET VE TASIMACILIK A.S., Siteler Mah. Sanayi Sitesi 5666Sk.B-47 Blok No:1B Zip:33040 AKDENIZ /MERSIN /TURKIYE
5.1 The returns policy on each listing outlines; when the return period begins, the length of the return period and the person or persons responsible for expenses endured by return postage. AYB does not accept returns outside of the time frame stated in the returns policy.
5.2 All items including Click & Collect orders must be sent to the AYB returns address. It is the customer’s responsibility to ensure the safe transit of all returned items.
5.3 All returns must be authorised by a AYB employee and accompanied with an RMA number.
5.4 AYB Returns Address: AYB ULUSLARARASI TICARET VE TASIMACILIK A.S. Siteler Mah. Sanayi Sitesi 5666Sk.B-47 Blok No:1B Zip:33040 AKDENIZ /MERSIN /TURKIYE
5.5 Subsequent to AYB receiving a returned item from the Buyer, AYB endeavours to inspect the item within 7 working days. Once the inspection is complete, the Buyer will be contacted directly regarding a refund or to explain any issues raised as a consequence of the inspection.
5.6 Subsequent to the AYB inspection of a returned item, where required, AYB endeavours to refund the Buyer within 7 working days. Refunds can only be issued to the Buyer via the original payment method.
5.7 Any item that is made to order cannot be cancelled or returned to the Seller. The Buyer will be made aware of any item that is made to order in writing prior to an order being accepted.