Refund policy

Important to Know About Your Refund:

To make sure everything runs smoothly, we kindly ask you to always contact us first before initiating a refund request via your bank or payment provider.

If you open a refund request directly through your bank, the process can actually take much longer. It triggers an external investigation, which may add several weeks to the timeline.

No worries – just send us a quick message, and we'll handle your return and refund quickly and carefully. We're happy to help!

1. Return Conditions (When can you return an item?)

• The item must be in the same condition as received: unused, unworn, with tags, and in the original packaging.
• A receipt or proof of purchase is required.
• Sale items and gift cards are non-returnable.
• For hygiene reasons, certain items such as pet accessories that come in contact with fur, saliva, or skin cannot be returned once used or removed from sealed packaging.
• If a returned item shows signs of use, damage, or wear beyond what is needed to simply inspect it (like trying it on briefly), we may deduct an amount from your refund to reflect the loss in value.

2. How to Request a Return?

• Contact us at customerservice@ymoas.com to initiate a return.

• Once approved, we will send you a return shipping label and instructions on where to send your package.

• Returns sent without prior approval will not be accepted.

3. Who Pays for Return Shipping?

Return shipping costs are the responsibility of the customer. 

We strongly recommend using a trackable shipping method. We are not responsible for returns lost in transit and cannot process refunds for items we do not receive.

4. Damages & Issues

Please inspect your order upon receipt. Contact us immediately if:

• Your item is defective or damaged.

• You received the wrong item.

  We will assess the issue and find a solution as soon as possible.

5. Exchanges

The fastest way to get what you need is to return your original item and place a new order after the return is approved.

6. European Union: 14-Day Cooling-Off Period

For orders shipped within the EU, you have 14 days to cancel or return your order for any reason, without justification. Customers may be held responsible for any loss in value of the returned item if it has been used, damaged, or handled more than necessary to check its features and condition. In such cases, we may deduct a portion of the refund accordingly.

• The item must be unused, unworn, with tags, and in the original packaging.

• A receipt or proof of purchase is required.

7. Refunds (When will you receive your money back?)

• We will notify you once we have received and inspected your return. If approved, we will process your refund within 2-3 business days to your original payment method.

• Please note that your bank or credit card provider may take additional time to process and post the refund.

• If more than 10 business days have passed since your return was approved and you have not received your refund, please contact us at customerservice@ymoas.com.