Refund policy
Returns at a glance
| Time to return | 30 days from the day your order arrives |
| Return postage | Free, whatever the reason: a prepaid label, or we refund your postage |
| Something wrong? | Damaged, faulty, wrong item or never arrived: we refund or replace it |
| How to start | Email support@yachew.com with your order number, the item and the reason |
| Refund | Within 7 days of your return reaching us, to your original payment method |
Your 30 days
You can return most items within 30 days of the day they're delivered. Please check your order when it arrives and tell us straight away if anything is damaged, faulty or wrong, ideally with a photo.
What we can't take back
Unless they're faulty or we sent the wrong item, we can't accept change-of-mind returns of:
- CDs, vinyl, DVDs, Blu-rays, video games and software once the seal has been opened
- Beauty, cosmetic and personal-care products once opened or unsealed
- Food and drink
- Items that have been used, or that aren't in resaleable condition with their original packaging
How to return an item
- Email support@yachew.com before sending anything. Tell us your order number (it starts #YACHEW), which item, and why.
- We'll reply with a return number and instructions.
- Pack the item securely, attach the prepaid label if we sent one (otherwise post it and keep the receipt so we can refund your postage). It comes back to:
Yachew, Attn: Returns, Unit 45 Parkhall Business Village, Park Hall Road, Stoke-on-Trent ST3 5XA, United Kingdom
Please keep your proof of postage until your refund arrives.
Postage and customs
Returns are free. Once we've agreed your return, we'll send you a prepaid label, or refund your postage if a label isn't available where you are. That applies whether something was wrong with your order or you've simply changed your mind.
Sending from outside the UK? If the parcel needs a customs form, mark it "Returned goods" so the parcel isn't charged UK import tax on the way back.
Refunds
We refund to your original payment method within 7 days of your return arriving at our warehouse. We never charge a fee for refunding. Your bank may take a few more days to show the money.
If you asked for a replacement and the item is no longer available, we'll refund you instead.
Store credit
Sometimes we may offer store credit as a gift card instead of a refund. It's always your choice, and the gift card can be spent on yachew.com for up to 10 years.
Questions?
Contact our customer service team and we'll be happy to help.
This policy doesn't affect your statutory rights.