Refund policy

Returns, Refunds & The Calm Guarantee

At AYOKA, our promise is simple: safe, gentle products you can feel calm about using on your baby. If something isn't right, we want to make it right.

The Calm Guarantee (The Calm Start Bundle)

If you're not happy with The Calm Start Bundle, we'll give you a full refund of the bundle price within 30 days of first use. You don't need to send anything back, and you can keep the free guides.

To be eligible:

  • The bundle was purchased directly from ayokababycare.com. Purchases from Etsy, marketplaces, or third-party sellers are covered by those platforms' policies.
  • Your claim is made within 30 days of first use, and no later than 60 days after your order was delivered.
  • One refund per household or customer. This applies across all email addresses, accounts, and delivery addresses.
  • You tell us briefly why the products didn't work for you. This helps us keep improving.

How to claim: Email hello@ayokababycare.com with your order number and a few words about your experience. We'll process your refund within 7 business days of approving your claim.

The guarantee covers the bundle price paid. It doesn't cover shipping costs. We may decline claims where we reasonably believe the guarantee is being misused, for example repeat claims or bulk or resale orders.

Change of mind (individual products)

Because our products are skincare for babies, we can only accept change-of-mind returns on items that are unopened, unused, and still sealed in their original packaging, for hygiene and safety reasons.

  • Request a return within 7 days of delivery by emailing hello@ayokababycare.com with your order number.
  • Once we approve your return, we'll send you return instructions. Items sent back without an approved request can't be accepted.
  • Return shipping for change-of-mind returns is at your cost.
  • Gift cards and opened or used products aren't eligible for change-of-mind returns.
  • Items bought on sale or with a discount code are eligible for change-of-mind returns only if they're unopened and requested within 7 days, the same as full-price items.

Damaged, faulty, or incorrect items

Please check your order when it arrives. If anything is damaged, faulty, leaking, or not what you ordered, email hello@ayokababycare.com as soon as possible with your order number and a photo of the issue. We'll arrange a replacement or refund. You won't need to cover any costs to fix our mistake.

If your baby has a skin reaction

Stop using the product, and seek advice from your GP, pharmacist, or child health nurse if needed. Then contact us at hello@ayokababycare.com. We'll take care of you, and we'd like to know so we can look into it.

Your rights under Australian Consumer Law

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits those rights. The Calm Guarantee is offered in addition to them.

International orders

If your order ships to the European Union or UK, you may cancel within 14 days of delivery. Due to hygiene and health-protection rules, this applies only to products that remain sealed and unopened.

Refunds

Once a return or claim is approved, refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to process it. If you haven't seen your refund 15 business days after approval, email us at hello@ayokababycare.com.

Questions? We're always happy to help: hello@ayokababycare.com