Returns
Returns
Last updated: March 21, 2026
We want every order to arrive in excellent condition and for your experience with YUGENZO to be clear, even if you need to make a return.
Below you will find our general returns policy.
1. Timeframe for requesting a return
If you have made a purchase through our online store, you can request a return within the applicable legal timeframe from the receipt of the order, provided that the product is in suitable condition for this.
To initiate a return, write to us at:
2. General conditions
In order to accept a return, the product must:
- be unused or in suitable condition
- retain its original packaging, whenever possible
- be returned in conditions that allow for its inspection
YUGENZO reserves the right to reject returns that do not meet these conditions or that show evident signs of improper use, deterioration, or unauthorized handling.
3. Excluded products
For reasons of hygiene, safety, or due to the nature of the product itself, some items may not be eligible for return once opened or used, unless they have a defect or issue attributable to YUGENZO.
If you have any questions before making a purchase, you can write to us and we will be happy to help you.
4. How to request a return
To request a return, you must write to us at hello@yugenzo.com indicating:
- full name
- order number
- product or products you wish to return
- reason for the return
We will provide you with the steps to follow.
5. Return costs
Unless the product has a defect, an error in the order, or an issue attributable to YUGENZO, return costs will be borne by the customer.
In the event of an issue attributable to YUGENZO, we will review each case and tell you how to proceed.
6. Inspection and refund
Once the product has been received and its condition checked, we will process the corresponding refund when appropriate.
The refund will be issued using the same payment method used for the purchase, unless another method is expressly agreed upon.
The refund timeframe may vary depending on the banking entity or payment provider, although we will try to process it as quickly as possible.
7. Damaged products or incorrect orders
If your order arrives damaged, incomplete, or does not match what was ordered, write to us as soon as possible at:
Include, if possible:
- order number
- a brief explanation of the issue
- images that help us review it
We will handle each case with the necessary care.
8. Exchanges
Currently, exchanges can be handled on a case-by-case basis. If you need to change an item or resolve an issue related to your order, contact us and we will tell you the best way to proceed.
9. Contact
For any questions related to returns, you can write to us at: