Exchanges & Returns Policy

At Yiloo, customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we are here to help with our simple return and exchange process.

1. Return & Exchange Window

We offer returns or exchanges within 14 days from the date of package delivery.
To be eligible for a return or exchange, your item must be unused, unworn, and in the exact condition that you received it.
It must also be in its original packaging, with all protective tags and materials intact.
Items that are damaged or missing parts for reasons not due to our error are not eligible for return or exchange.
Once your return request is approved by our team, the item must be shipped back to us within 14 days.

2. How to Request a Return or Exchange

Email our support team at support@yiloo.com with your order number and reason for return.
Defective or Damaged Items: If your item arrived damaged or defective, please include a clear description and photos/videos of the issue in your email.
Once approved, we will provide you with detailed instructions and the appropriate return address.
Important Note: Please do not send your purchase back to the origin address without contacting us first. Unauthorized returns will not be accepted.

3. Return Shipping Costs

Quality Issues / Our Mistake: If the return/exchange is due to a product defect, transit damage, or wrong item shipped, Yiloo will cover the return shipping costs or issue a free replacement.
Buyer’s Remorse / Change of Mind: If you are returning an item because you changed your mind, or if the issue was already clearly stated in the product description, you will be responsible for paying the return shipping fees. Original shipping costs are non-refundable.

4. Inspection & Refund Process

Once your returned package is received and inspected, we will send you an email notification confirming receipt.
We will also notify you of the approval or rejection of your refund based on the item’s condition.
Refund Approval: If approved, your refund will be processed within 3 business days. The refund will automatically be applied to your original method of payment.
Note: The time it takes for funds to reflect in your account depends on your issuing bank or payment provider.

5. Sale & Promotional Items

Only regular-priced items may be returned or refunded.
Sale or promotional items are final sale and cannot be returned or refunded unless they arrive defective or damaged.

6. Non-Refundable Situations (Customs & Shipping Exceptions)

Yiloo is not responsible for issuing refunds or re-shipping orders under the following circumstances:

Rejected due to Duties/Taxes: The package is refused by the recipient due to high local customs duties or import taxes.
Customs Clearance Restrictions: The package cannot clear customs due to local country import restrictions or buyer non-compliance with customs verification.
Confiscation or Loss: Items confiscated, destroyed, or lost by customs authorities due to non-payment of taxes or illegal destination regulations.

Contact Us

If you have any further questions regarding our return and exchange policy, please contact us at support@yiloo.com.