Return and Refund Policy

Last updated: October 30, 2026

At YOLAAN ZONO, we aim to provide a reliable and transparent shopping experience.

We maintain a 7-day return-request window for eligible products, subject to the conditions below. This policy also explains our cancellation, exchange, refund and Cash on Delivery (COD) procedures.

Please review these terms before purchasing.

1. Returns and Eligibility

Eligible voluntary return requests must be submitted within 7 calendar days of delivery. The delivery date recorded by our delivery partner will ordinarily be used to determine the return-request window, subject to verification and applicable law.

The 7-day window begins on the day following delivery. For example, if an order is delivered on the 1st, the seventh calendar day ends on the 8th.

Return eligibility depends on the product, its condition, the reason for the request and any product-specific terms disclosed before purchase.

Change-of-mind returns are not ordinarily accepted, unless expressly offered for a particular product or required by applicable law.

This includes requests where:

• You no longer need or want the product.

• You ordered the wrong size, colour, model or variant despite receiving the item selected.

• The product matches its description but does not meet your personal preferences.

• You have used the product and subsequently decided not to keep it.

Where a voluntary return is specifically permitted, the product must ordinarily be unused, unworn, unwashed and unaltered, with its original packaging, tags, seals, accessories and manuals intact.

Requests received after the applicable 7-day voluntary return window will ordinarily not be accepted.

The 7-day window does not limit statutory remedies for defective, damaged, incorrect, materially misdescribed or otherwise non-compliant products.

2. How to Start a Return

To request a return, contact [email protected] or visit our Contact page.

Please provide:

1. Your order number and registered contact information.

2. The product name and reason for the request.

3. Relevant photographs or videos, where reasonably required.

4. Any additional information reasonably necessary to verify the claim.

For eligible voluntary returns, the request must be submitted within 7 calendar days of delivery.

We will review the request and communicate the next steps.

If your return is accepted, we will provide instructions on how and where to send your product. A return-shipping label or pickup arrangement will be provided where available and appropriate.

The return address will be communicated after authorization.

Please do not send any product back without contacting us and receiving return instructions. Unauthorized shipments may not be accepted or processed as voluntary returns, subject to applicable legal rights.

Submitting a return request does not automatically constitute approval.

3. Damaged, Defective, Incorrect or Incomplete Items

Please inspect your order upon delivery.

If an item arrives damaged, defective, incorrect or incomplete, contact us as soon as reasonably possible, preferably within 48 hours of delivery for issues immediately apparent upon receipt.

We encourage customers to report visible delivery-related problems within 7 days so that we can investigate them promptly.

Where reasonably required, we may request:

• Order number and details of the issue.

• Clear photographs of the product and packaging.

• Photographs of the shipping label and received contents.

• A short video demonstrating a functional problem, where practical.

• Serial numbers or product identifiers, where available.

We may compare this evidence with fulfilment records, delivery information and product-inspection findings.

Failure to provide a particular photograph or video, or to report a genuine defect within seven days, will not automatically invalidate a claim protected by applicable law.

Depending on the circumstances, an appropriate resolution may include repair, replacement, refund or another legally required remedy.

4. Exceptions and Non-Returnable Items

Certain products are not eligible for voluntary returns because of hygiene, safety, customization, perishability or product-condition considerations.

These include, where applicable:

• Perishable goods: Food, flowers, plants and similar products.

• Customized products: Personalized, made-to-order and specially manufactured items.

• Beauty and personal care products: Opened, used or unsealed cosmetics, skincare, grooming and hygiene products.

• Health and hygiene-sensitive items: Products unsuitable for resale following opening or use.

• Hazardous or restricted materials: Flammable liquids, gases and items requiring specialized handling.

• Sale, clearance and final-sale products: Items expressly identified as non-returnable before purchase.

• Gift cards: Generally non-returnable and non-refundable, except where required by law.

Products damaged through misuse, altered, washed, substituted or returned with missing components may also be ineligible for voluntary returns.

Additional product-specific restrictions may be disclosed before purchase.

These exclusions do not remove mandatory rights concerning defective, damaged, incorrect or otherwise non-compliant goods.

5. Order Cancellation

Before Dispatch

Customers may request cancellation by contacting us promptly.

Cancellation depends on the order-processing status, product type and applicable requirements.

Where cancellation is approved for a prepaid order, the appropriate refund will be initiated in accordance with applicable law.

After Dispatch

Once an order is dispatched, cancellation or shipment interception may not always be possible.

If the shipment cannot be stopped, the available options will depend on the circumstances, applicable return conditions and legal rights.

Refusing delivery does not automatically create refund eligibility.

Cancellation by YOLAAN ZONO

We may cancel an order due to stock unavailability, inability to fulfil or deliver, suspected fraud, material pricing errors or other legitimate reasons.

Where we cancel an order after collecting payment, we will provide the refund required by applicable law.

6. Exchanges and Replacements

Exchanges are not automatically offered for every product.

Voluntary exchanges for a different size, colour, model or variant are available only where expressly offered or otherwise required by law.

Where a voluntary exchange is permitted, the request must be submitted within 7 calendar days of delivery, subject to the applicable product conditions.

An approved exchange may depend on product availability, condition and shipping arrangements.

Defective, damaged, incorrect or legally non-compliant products will be assessed for the appropriate remedy, without an automatic seven-day cutoff on statutory claims.

Please contact us before sending an item for exchange or replacement.

7. Return Verification and Inspection

YOLAAN ZONO may undertake reasonable verification to prevent misuse of voluntary returns and investigate product-related claims.

This may include:

• Matching the product against the original order.

• Checking serial numbers, variants and identifiers.

• Inspecting packaging, tags, seals and accessories.

• Assessing signs of use, alteration or customer-caused damage.

• Comparing available photos and videos with fulfilment and delivery records.

• Examining the returned item where necessary.

Voluntary returns involving verified product substitution, deliberate damage, missing components or materially misleading claims may be rejected where legally permitted.

Any deduction for deterioration caused by excessive handling will be made only where lawful and previously disclosed.

Opening a product for reasonable inspection or testing will not automatically invalidate a legally protected claim.

8. Return Shipping and Pickup Charges

Return-shipping arrangements depend on the product, reason for return, delivery location and available services.

For approved voluntary returns, customers may be responsible for return-shipping charges where properly disclosed and legally permissible.

Pickup services and prepaid return labels are not guaranteed for every product or location.

For defective, damaged, incorrect or otherwise non-compliant items, return arrangements and charges will be handled according to applicable legal obligations.

We will communicate return instructions after reviewing the request.

9. Refunds

Refunds may be issued following an approved cancellation, eligible return or another refund entitlement under applicable law.

Where necessary and legally appropriate, the returned product may be inspected before a refund is finalized.

Approved refunds will be initiated promptly and within the timeframe required by applicable law.

Prepaid Orders

Refunds will ordinarily be issued to the original payment method, where supported.

The time taken for the amount to appear may depend on the bank, card issuer or payment service provider.

Cash on Delivery (COD) Orders

Approved COD refunds will ordinarily be processed through a verified bank account or another supported electronic payment method.

We may request the minimum necessary details to verify the refund recipient and securely process payment.

COD refunds are not ordinarily issued as physical cash.

Refund Deductions

Any lawful deductions will depend on the return reason, applicable conditions and any charges properly disclosed before purchase.

We will not impose arbitrary deductions or deny a legally required refund solely because the customer paid through COD.

If an approved refund is delayed beyond the communicated processing period, please contact [email protected].

10. Cash on Delivery — Additional Conditions

COD is a payment method and does not create an unconditional right to return products after delivery.

The same product eligibility rules apply to prepaid and COD purchases.

To reduce fraudulent or undeliverable orders, YOLAAN ZONO may:

• Verify COD orders before dispatch.

• Confirm incomplete or suspicious delivery information.

• Restrict COD availability for certain products, order values or delivery locations.

• Review repeated order refusals and verified misuse.

• Restrict future COD access where reasonably justified and legally permitted.

Using a correctly supplied and functioning product does not create a voluntary return entitlement merely because it was paid for through COD.

These conditions do not affect statutory remedies.

11. Delivery Issues and Undelivered Orders

If an order is lost, materially delayed, delivered incorrectly or marked as delivered but not received, contact us with your order information.

We may investigate using tracking information, proof of delivery and fulfilment records.

Where applicable law provides a right to a refund, replacement or another remedy, we will provide the appropriate resolution.

12. Policy Updates and Customer Rights

We may update this policy to reflect operational, product or legal changes.

Updated terms will be published on our website.

Changes will not retroactively remove rights arising from existing orders.

Nothing in this policy limits or excludes mandatory consumer rights or remedies under applicable law.

13. Contact Us

For returns, cancellation requests, exchanges, refunds or product-related complaints, contact:

YOLAAN ZONO

Email: [email protected]

Contact: https://yolaanzono.com/pages/contact

Please provide your order number and relevant supporting information.