Returns & Exchanges

Guarantees

• 7-day DOA guarantee — for items that arrive damaged, incorrect, or incomplete.
• 30-day conditional return — if you’ve simply changed your mind and the item is brand-new.
• Cancellation guarantee — cancel or modify any order before it’s processed for shipping.

Return Policy Overview

This policy outlines the procedures, timelines, and requirements for returning items purchased through the Yivahalo store. Please read it carefully before starting a return.

I. Return Window & Authorization

Return window. The standard return window is 30 days for each individual item, counted from the delivery date recorded in the carrier’s official tracking. Returns requested after 30 days can’t be accepted.

Authorization is mandatory. Before sending anything back, always contact our customer service team to receive a Return Merchandise Authorization (RMA) — this keeps processing fast and clean.

Documentation checklist. Once authorized, we’ll send you a short checklist of the photos or videos required for your case (e.g., clear shots of product tags), so your submission goes through in one pass.

Return address. Please don’t ship returns to the address printed on the shipping label or to our company website address — neither is a valid return center. Unauthorized returns sent to the wrong place won’t be accepted and may void your refund eligibility.

II. Returns Caused by Store or Carrier Fault — $0 to You

If a problem is on us or the carrier, you pay nothing.

1. Quality issues or shipping damage.

• Window: contact us within 7 days of delivery.
• What to send: your order number, a description of the issue, and clear photos or videos of the problem plus the outer packaging. Keep all original packaging.
• Resolutions: free replacement of damaged parts, free reshipment of a new unit, a free similar-value replacement, or a refund.
• After day 7, manufacturing defects are still covered by the 2-year warranty.

Important: don’t arrange third-party repairs without our prior written authorization — unauthorized repair costs can’t be reimbursed.

2. Incorrect item received.

• Window: contact us within 7 days of delivery.
• What to send: your order number, a description of the error, and photos or videos of the incorrect item, the outer packaging, and all labels on the carton. Keep all original packaging.
• Resolutions: free reshipment of the correct item or parts, a free similar-value replacement, a free carrier pick-up of the incorrect item, or a refund.
• Please keep the incorrect item until our team has verified the case and given you explicit instructions.

3. Missing parts or items.

• Window: contact us within 7 days of delivery.
• What to send: your order number, a description of what’s missing, and photos or videos of the package contents — if parts are missing, lay out everything you did receive flat in a single photo so we can identify it accurately.
• Resolutions: free reshipment of the missing parts, a free correct product, a free similar-value replacement, or a refund.

III. Returns Caused by Customer-Related Issues

4. Incorrect address or missed delivery.

• If delivery fails because of customer-provided information (wrong address, missed appointment), the parcel may be routed back to our warehouse.
• Window: none — but act promptly; delays cost money.
• What to do: contact customer service as soon as you’re notified of the failed delivery, to arrange reshipment to a corrected address or a refund after the returned goods pass inspection.
• Costs: the customer covers reshipment and any storage fees that have accrued. First redelivery (address error or missed appointment): up to 20% of the order total, or the actual incurred cost if lower. Second time and onwards: actual incurred costs.
• Storage: returned parcels are stored free for 14 days; daily storage fees apply after that. Goods not reshipped or collected within 30 days of notification are considered automatically abandoned and may be disposed of without prior notice — no refund will be issued.

5. Change of mind (non-quality returns).

• Window: contact us within 30 days of delivery.
• Condition: the item must be unused, unassembled, and brand-new; the original packaging must be kept and used for the return. Send your order number, the reason, and the required condition photos (e.g., the unopened box, interior contents).
• Costs: a return shipping & handling fee of up to 20% of the order total may be charged to partially cover transport and processing. If the original packaging is missing or unusable, an additional $59 repackaging fee applies.

Some items can’t be returned under this section — see “Which Items Are Non-Returnable?” below for the full list.

Why Can’t I Receive a Full Refund?

For returns initiated for reasons other than product quality issues or shipping damage, a return shipping and handling fee applies to partially offset operational expenses.

Why these fees exist. They keep our pricing fair and competitive for every customer by covering the real costs of reverse logistics, including:

1. processing and administrative handling of the returned item;
2. mandatory inspection and quality verification once it reaches the warehouse;
3. the cost of repackaging and protective materials to make sure the item travels safely;
4. restocking and inventory management.

These steps ensure returned merchandise can be properly and safely prepared for a future return to stock.

Standardized deductions. For all non-quality-related returns, the following amounts are deducted from your final refund:

1. Return shipping & handling fee — up to 20% of the order total.
2. Repackaging fee — US$59 if the original packaging is missing or deemed unusable for return transit.

Why Should I Pay for a Return Shipping Fee?

For returns not caused by product quality issues or shipping damage — a change of mind, buyer’s remorse, or an item that didn’t meet expectations — a return shipping and handling fee helps offset necessary operational expenditures.

Sharing these costs keeps our pricing fair and competitive for all customers. The fee covers non-recoverable logistics and processing work, including:

1. processing and administration of the return request;
2. thorough inspection and quality checks when the item arrives at the warehouse;
3. repackaging and protective materials to prepare the item for resale;
4. restocking and inventory management.

By covering this share, returned items can be safely and properly reintroduced into our inventory whenever feasible.

Fee standards for non-quality-related returns: a return shipping and handling fee of up to 20% of the order total applies; if the original packaging is missing or unusable, an additional US$59 repackaging fee is deducted from the refund.

Where to Find the Return Shipping Address?

Please contact us for the return shipping address — it’s provided together with your RMA and the full return instructions.

Which Items Are Non-Returnable?

Under the standard policy, the following product categories can’t be returned or exchanged:

• Final-sale items — pieces designated as clearance or final-sale at the time of purchase.
• Custom orders — items custom-made or specially manufactured at your request (made-to-order).
• Products marked non-returnable — any item whose dedicated product page explicitly states a “Non-returnable” status.
• Altered items — fixtures that have been fully or partially assembled, disassembled, or permanently installed after delivery.

Strict requirement: any eligible item sent back without prior written Return Merchandise Authorization (RMA) will be refused upon arrival at the return center and will not be eligible for a refund.

What If I Miss the 7-Day or 30-Day Deadline?

If you contact us after a designated resolution period — beyond the 7-day window for reporting damage or quality issues, or the 30-day window for starting a non-quality return — the range of solutions available may be significantly limited.

That said, we still encourage you to reach out to our customer service team. We’re committed to supporting you and will assess your situation case by case. Depending on the facts, we may still be able to offer conditional remedies — technical advice, help sourcing replacement parts, or other arrangements suited to the specifics of your situation.

Cancellation Guarantee

Need to cancel an order, or modify an item that hasn’t been processed for shipping yet? Message us as soon as possible and we’ll take care of it.

If the expected shipping date of your order has passed and the parcel still hasn’t left, you’re entitled to cancel and receive a full refund, credited back to your payment account within up to 5 business days. Parcels that have already entered the processing phase can no longer be canceled — once your package arrives, the return options above have you covered.

When Will I Receive My Refund?

Once your return has been received, inspected, and deemed eligible for a refund, we commit to initiating the refund process within 2 to 5 business days. A notification email will be sent as soon as processing is complete — thank you for your patience while the final credit lands.

Return to source. Our policy is built for the highest level of payment security and transparency: all approved refunds are processed back to the exact account used for the original order transaction.

Security constraint. For the protection of your financial security and to comply with regulatory standards, we don’t issue refunds to alternative or third-party channels — a different bank account or payment service can’t be designated.

PayPal. Refunds are issued back to the PayPal account used for the order. Most refunds appear in your PayPal balance shortly after we finalize the return; if you funded the payment with a card through PayPal, your card issuer may take up to one full billing cycle to post the credit.

Important: please don’t file a payment dispute or chargeback with your bank or card company during the return process — it significantly delays the resolution. Should you experience any unusual delays, contact us for direct assistance.