What's your return policy?
At YANEN, we honour returns in the event that your order arrived damaged, however we do not accept returns for a change of mind. A credit, refund or exchange can be processed back to the original payment method or account once proof of damage has been confirmed with our team.
This policy applies to all purchases made online at yanen.com.sg. and stores. Unfortunately, we cannot accept returns from other stores or online stores that stock YANEN, as we operate as separate entities.
Once initiated, all returns must be received at our facility within 1 weeks of the return label being generated - otherwise, we will not be able to authorize the full refund or send out another return label. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item.
If you choose to use a forwarding company, we will not be liable for any damage, defect, or loss that occurs to items delivered to a forwarding company. We will not offer replacements or refunds for orders that have been delivered to a forwarding company. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder, please contact them directly.
CONDITIONS OF RETURN
Please ensure the below conditions are met, before submitting your return request:
Your order must be returned to us within fourteen (14) days from your delivery date
The item/s were purchased from YANEN Online or in
All original packaging is returned (box, container) and sealed unless the damage has broken the sealing
Item has been purchased at full price and you have a valid purchase receipt
Note: If you’re returning an item that was part of a 'bundle' or protocol, you will not receive the full price of that individual item. Instead, the refund amount will be adjusted accordingly
You attach an image of your damaged item as well as a description of the damage
Do you accept exchanges?
We currently do not offer exchanges on any items.
What are the steps to return products?
- CONTACT YANEN CUSTOMER SUPPORT
If you would like to return or exchange an item purchased online, please contact Customer Support to begin your return at yanen13.sg@gmail.com during normal business hours. Our Customer Support Team will be happy to assist with beginning the item return process which meets our policy standards. Please note that we are not liable for returns lost in transit that have NOT been communicated to Customer Support team.
2. PACK & SHIP YOUR RETURN
Safely pack the products and include the return form. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier listed on the return label. In order to receive a full refund, all returns must be received within 2 weeks of the return label being generated and emailed. Please note, we are not liable for returns that have been damaged during transit, so please be mindful when packing your items for return.
I purchased your products at an authorized retailer, can I return them to you?
No. Currently we can only process returns that were purchased directly through yanen.com.sg we will not be able to process a return if not purchased directly from us.
What if I received an order with broken items, missing items, or my package is missing?
Immediately contact Customer Support as soon as possible after receiving your delivery or when you notice a package is missing. It is important that you contact us promptly, as we are unable to assist with items that arrived broken and/or missing outside of the 15-day return/exchange policy timeframe. We will also require a photo of the broken items and/or package. We are unable to assist after 15 days from when a package marked as delivered. Any broken or damaged package will need to be returned to our warehouse for further evaluation. Our team will reach out and arrange to send a replacement to your original address.
HOW TO RETURN
You can return your items in store at YANEN stores without any charge. Alternatively, you can reach out to our customer service team at yanen13.sg@gmail.com and post your order directly to us - noting that if you choose to return outside of stores, a fee will be incurred and charged by Australia Post.
In the unlikely event of a reaction to our formulations, please reach out to us at yanen13.sg@gmail.com or come visit us in store.
