Refund policy
Last updated: 13 May 2026
We want every order to arrive in the best possible condition and your experience with YUGENZO to remain clear if you need to make a return.
Below you will find our general policy on returns, exchanges, issues and the right of withdrawal.
1. Time limit for requesting a return
If you have made a purchase through our online store and are acting as a consumer, you have a period of 14 calendar days from receipt of the order to exercise your right of withdrawal, except where that right does not apply under current law due to the nature of the product.
To initiate a return, you must write to us within that period at:
Please provide:
- your full name;
- your order number;
- the product or products you wish to return;
- the reason for the return.
We will let you know the steps to follow.
2. General return conditions
For a return to be accepted, the product must:
- be unused;
- be in good condition;
- retain its labels, accessories, instructions and any included items, where applicable;
- be returned, wherever possible, in its original packaging or in suitable packaging that protects it during transport.
YUGENZO reserves the right to reject returns that do not meet these conditions or show clear signs of use, deterioration, improper handling, damage not attributable to YUGENZO or missing items originally included.
3. Products excluded from returns or subject to return restrictions
For reasons of hygiene, safety or the nature of the product, some items may not be eligible for return once opened, used, handled or unsealed, unless they have a defect, damage or an issue attributable to YUGENZO.
This may apply, among others, to products that have been in direct contact with animals, hygiene, care or food products, personalised items or products that cannot be returned for sanitary or health protection reasons.
If you have any questions before making a purchase, you can write to:
4. How to request a return
To request a return, write to:
Please include:
- your full name;
- your order number;
- the product or products you wish to return;
- the reason for the return;
- photographs of the product and packaging if there is an issue, damage or defect.
Do not send the product back without contacting us first. We will provide the address and the steps needed to manage the return correctly.
5. Return costs
Unless the product has a defect, damage, an order error or an issue attributable to YUGENZO, the customer is responsible for return costs.
If the product is defective, damaged or incorrect, or there is an issue attributable to YUGENZO, we will review each case and advise you how to proceed.
Original shipping costs are non-refundable unless the return is due to an error, defect or issue attributable to YUGENZO, or applicable law provides otherwise.
6. Product inspection and refund
Once we have received the returned product, we will inspect its condition.
If the return meets the conditions set out in this policy, we will process the corresponding refund using the same payment method used for the purchase, unless another method is expressly agreed.
YUGENZO may withhold the refund until it has received the returned products or until the customer has provided valid proof of return, in accordance with applicable law.
The time taken to receive the refund may vary depending on the bank or payment provider, although we will aim to process it as quickly as possible once the return has been approved.
7. Damaged or defective products, or incorrect orders
If your order arrives damaged, incomplete or defective, or does not match what you ordered, write to us as soon as possible at:
If possible, include:
- your order number;
- a brief explanation of the issue;
- photographs of the product;
- photographs of the outer and inner packaging;
- any other information that may help us review the case.
We will review each issue with due care and, where appropriate, may offer a replacement, repair, reshipment, return or refund, depending on the circumstances and in accordance with applicable law.
8. Exchanges
Exchanges are currently handled on a case-by-case basis and are subject to availability.
If you need to change an item or resolve an issue with your order, please contact us at:
We will advise you on the best way to proceed.
In some cases, it may be necessary to arrange a return and make a new purchase.
9. Uncollected orders or orders returned by the carrier
If an order is returned to YUGENZO for reasons beyond our control—for example, repeated absence, refusal of the parcel, an incorrect address, incomplete information or inability to deliver—we may contact you to arrange another shipment.
In that case, additional reshipping costs may apply.
If you decide not to receive the order again, we may process a refund for the products once the parcel has been returned to us, deducting the associated shipping and return costs where applicable.
10. Contact
If you have any questions about returns, exchanges or issues, you can write to: