Refund policy
Return & Refund Policy
We want you to feel confident ordering from YuZenVic. If you are not completely satisfied with your purchase, please review the policy below.
Returns
We accept return requests within 14 days of delivery for products that are unopened, unused, and in their original packaging.
Because our products are consumable food and beverage products, we are unable to accept returns of items that have been opened, prepared, partially consumed, or otherwise used, except where the product arrives damaged, defective, incorrect, or there is a verified quality or fulfillment issue with the order.
To request a return, please contact us at hello@yuzenvic.com with your order number and the reason for your return. If your return is approved, we will provide return instructions and the appropriate return address.
Please do not send products back without contacting us first. Unauthorized returns may not be accepted or refunded.
Damaged, Defective, Missing, or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, missing, or incorrect, contact us within 7 days of delivery at hello@yuzenvic.com.
Please include your order number and clear photos of the product, packaging, and shipping label when applicable. After reviewing the issue, we may offer a replacement, partial refund, or full refund as appropriate.
Non-Returnable Items
For health, safety, and quality reasons, we cannot accept returns of:
- Opened or partially consumed food or beverage products
- Products that have been used, prepared, or altered
- Items not in their original condition or packaging
- Gift cards, if offered
- Items clearly marked as Final Sale
If you are unsure whether your item is eligible for return, please contact us before sending anything back.
Return Shipping
For approved returns that are not the result of a damaged, defective, incorrect, or missing item, the customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we are not responsible for return packages lost in transit.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Exchanges
We do not currently offer direct exchanges. If an eligible product is returned and approved, you may place a new order for the item you would like instead.
Cancellations
If you need to cancel an order, please contact us as soon as possible at hello@yuzenvic.com.
We will make reasonable efforts to cancel an order before it is processed for fulfillment. However, once an order has entered fulfillment or has shipped, we cannot guarantee that it can be canceled. If eligible, you may request a return after receiving the order in accordance with this policy.
Refunds
Once we receive and inspect an approved return, we will notify you of the outcome of the inspection and whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for your bank or card issuer to process and post the refund after it has been issued.
If more than 15 business days have passed after we confirm that your refund was issued, please contact us at hello@yuzenvic.com.
Contact
For questions about returns or refunds, contact us at:
YuZenVic is operated by Hainan Chenhao Trading Co., Ltd.