Refund policy
REFUND AND RETURN POLICY
30-Day Voluntary Returns
Yevélo offers a 30-day voluntary return period. You may request a return within 30 days after receiving your order.
For a change-of-mind return, the item must be in the same condition in which you received it: unworn or unused, with its original tags and in its original packaging. You must also provide a receipt or other proof of purchase.
These conditions apply only to voluntary change-of-mind returns. They do not limit any rights you may have for products that are faulty, damaged, incorrect or otherwise fail to meet applicable consumer guarantees.
Requesting a Return
To request a return, sign in to your customer account and submit a return request for the relevant order, or contact us at yevelo.official@outlook.com.
Please provide your order number, the reason for the return and, where relevant, photographs showing any damage, defect or incorrect item.
All return requests are subject to review and approval. If your return is accepted, we will provide return instructions and the applicable return address.
For voluntary change-of-mind returns, items sent back without first requesting and receiving return instructions may not be accepted. This requirement does not limit any non-excludable rights under applicable consumer law.
Please do not send a return to an address shown on the original shipping label unless we have confirmed that address in our return instructions.
Return Shipping
Customers are responsible for arranging and paying the return shipping costs for voluntary change-of-mind returns.
Original shipping charges are not refundable for change-of-mind returns, except where applicable law requires otherwise.
If an item arrives damaged, defective or incorrect, or applicable consumer law otherwise requires it, Yevélo will cover the reasonable return shipping cost or provide an appropriate prepaid return method. Please contact us before arranging the return so that we can confirm the appropriate shipping method.
We recommend using a tracked shipping service. Yevélo is not responsible for a returned item that is lost before it reaches the confirmed return address, except where applicable law provides otherwise.
We do not charge a restocking fee.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged or defective, or if you received the wrong item.
Please retain the product, its packaging and the shipping label while we review your request. We will assess the issue and arrange an appropriate repair, replacement, refund or other remedy in accordance with applicable law.
The voluntary 30-day return period does not limit any longer period or remedy that may apply to faulty, damaged or incorrect products under applicable consumer law.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law.
Australian customers may be entitled to choose a replacement or refund when a product has a major failure, as well as compensation for reasonably foreseeable loss or damage. If a failure is not major, customers may be entitled to have the product repaired or replaced within a reasonable time.
The conditions and time limits applying to voluntary change-of-mind returns do not restrict these statutory rights.
Exceptions and Non-Returnable Items
We do not accept voluntary change-of-mind returns for:
- Gift cards
- Personalised or custom-made products
- Products clearly marked “Final Sale”
Please contact us if you have questions about whether an item is eligible for return.
These exclusions do not apply where a product is faulty, damaged, incorrect or otherwise covered by a non-excludable right under applicable law. A “Final Sale” designation does not override any statutory cooling-off right where that right applies, unless the product is covered by a lawful exception.
Exchanges
The fastest way to receive a different item, size or colour is to request a return for the original item. Once the return is accepted, you may place a separate order for the replacement item.
European Union 14-Day Cooling-Off Period
Where applicable, customers receiving goods in the European Union have a statutory right to withdraw from an eligible online purchase without providing a reason.
Customers must notify us of their decision to withdraw within 14 days after receiving the goods. After notifying us, customers must return the goods within the additional timeframe required by applicable law.
Customers are responsible for return shipping costs for a cooling-off return unless the item is faulty or incorrect, Yevélo agrees to cover the cost, or applicable law requires otherwise.
Customers may inspect the goods only to the extent reasonably necessary to determine their nature, characteristics and function, as they would in a physical store. Where permitted by law, customers may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.
For an eligible withdrawal, we will refund the purchase price and any standard delivery charges that must be refunded by law. Additional delivery costs resulting from a more expensive delivery method selected by the customer are not refundable unless required by law.
Any legally required refund will be issued within 14 days after we are notified of the withdrawal. Where permitted by law, we may withhold reimbursement until we receive the returned goods or evidence that the goods have been sent back.
Statutory exceptions to the cooling-off right may apply, including for certain personalised or custom-made products.
These statutory rights are in addition to our voluntary 30-day return policy.
Refunds
After we receive and inspect a voluntary return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Refunds required by applicable consumer law will be processed within the legally required timeframe.
Your bank, card issuer or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at yevelo.official@outlook.com.
Contact
For questions about returns or refunds, contact us at: