Refund policy
Yotasy Return & Refund Policy
Thank you for shopping with Yotasy! We want you to be completely satisfied with your two-dimensional cotton doll. Please read our return and refund policy carefully.
1. General Return Policy
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at info@yotasy.com. After we accept your return requent, an address would be sent to you.
If your return request is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return-related questions at info@yotasy.com.
2. Damages and Issues
Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us within 48 hours of delivery at info@yotasy.com. We will evaluate the issue and make it right. Providing clear photos or videos of the issue will help us expedite the process.
3. Exceptions / Non-Returnable Items
Certain types of items cannot be returned. This includes:
- Custom products (such as special orders or personalized items that are made specifically for you).
- Pre-order products and made-to-order items once they have been purchased from the brands or production has commenced.
- Items that have been in our warehouse for more than 15 days after arrival (for orders where we handle warehousing).
- Sale items and gift cards are final sale and cannot be returned.
Please get in touch with us at info@yotasy.com if you have questions or concerns about your specific item.
4. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
5. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
6. Order Cancellation Policy
Customers have the right to cancel orders, subject to the following conditions:
- Full Refund (100%): If your order is canceled after payment but before we prepared the item.
- Partial Refund (Deduct $5 per item): If your order is canceled after we prepared the item but before it has arrived at our warehouse.
- Partial Refund (Deduct $10 per item): If your order is canceled after the item has arrived at our warehouse but before it has been shipped to you.
- No Cancellation: We do not accept cancellations for orders that have already been shipped or for the non-returnable items listed in section 3.
To request a cancellation, please contact us immediately at info@yotasy.com. The refund amount will be determined based on the exact order status at the time of your cancellation request.
7. Refund Process
Once we’ve received and inspected your returned item, we will notify you of the approval or rejection of your refund. If approved, you’ll be automatically refunded on your original payment method.
Please allow 5-10 business days for your bank or credit card company to process and post the refund. The actual time may vary depending on your financial institution.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@yotasy.com.
8. Situations Where Refunds Are Not Provided or Are Limited
We strive to ensure smooth delivery, but certain situations are beyond our control. Please note that refunds or full refunds may not be provided in the following cases:
Address Changes & Incorrect Information:
No refund will be issued if your package cannot be delivered because you provided an incorrect or incomplete address or phone number during checkout, or if you moved to a new address after we shipped it without prior notification and confirmation from us.
If a package is returned to us due to an incorrect address provided by the customer, reshipping will incur additional shipping fees, payable by the customer.
Shipping Delays:
We do not offer refunds solely for shipping delays caused by carriers, customs, or unforeseen circumstances (e.g., peak seasons, adverse weather, strike). We will, however, do our best to assist in tracking and resolving such delays.
Natural Disasters:
In the unfortunate event of package destruction or loss due to natural disasters or other force majeure events, we will review each case individually. We apologize for the inconvenience and may share part of the loss with you, but a full refund cannot be guaranteed.
Lost Packages (Without Shipping Insurance):
While we are sorry if your package is lost in transit, we do not offer full refunds for lost packages unless you purchased shipping insurance.
If your package is lost and you did not purchase insurance, we may offer a partial compensation at our discretion.
Recipient-Caused International Returns:
For international returns caused by reasons attributable to the recipient (e.g., failure to pick up, refusal to accept delivery, incorrect address), we will contact the recipient upon receiving the package at our warehouse to confirm if reshipping is required.
If reshipping is requested, the recipient will be responsible for any additional international shipping fees and applicable taxes/duties.
Due to limited warehouse space, we offer a free storage period of up to 3 months, starting from the date the package is received at our warehouse. After this period, the package will be automatically discarded, and no refund will be issued.