Refund policy

At The YAGO Store, we strive to ensure that our customers receive products in perfect condition. However, in rare instances where products arrive damaged / incorrect item are delivered, we offer a replacement / refund option. Please read the following terms and conditions carefully to understand our replacement / refund policy:

Eligibility for Replacement / Refund

  • Damaged / Incorrect Products Only: Replacements / refunds are available only for products that arrive damaged or incorrect items are delivered . No replacements / refunds will be processed for products with issues other than physical damage / incorrect item upon delivery.
  • Time Frame: You are eligible to request a replacement / refund within 2 calendar days from the date of delivery. Any requests made after this period will not be entertained.

Required Documentation

To ensure a smooth and efficient replacement / refund process, we require the following documentation:

  • Unboxing Video: A clear, continuous unboxing video of the product is mandatory. This video should begin from the moment you open the delivery package and show the product in full to verify the condition of the product upon arrival.
  • Images of Damage: In addition to the unboxing video, you must provide clear images showing the damage to the product from different angles, ensuring the damage is visible and identifiable. In case of incorrect items, share images of the incorrect item delivered.

Failure to provide either the unboxing video or images will result in the rejection of the replacement / refund request.

Replacement Process

  • Step 1: Submit a replacement / refund request by sending us an email at:  support@theyagostore.com, within 2 days of delivery, attaching the required unboxing video and images.
  • Step 2: Our team will review the submitted documentation to verify the damage / incorrect item and assess eligibility for replacement / refund.
  • Step 3: If approved, we will initiate the replacement / refund process. A new product will be delivered to you within 4-7 days of approval of replacement at no additional cost OR a refund will be credited to your account within 7-10 business days.
  • Step 4: In some cases, we may require the return of the damaged product / incorrect item. If so, we will arrange a return pick-up at no additional cost to you.

Conditions for Non-Eligibility

Your replacement / refund request will be denied under the following conditions:

  • The request is made after 2 calendar days from the delivery date.
  • The product damage occurred after delivery and was not captured during unboxing.
  • No unboxing video or images are provided, or the documentation is incomplete or unclear.
  • The product is damaged due to improper use after delivery.

Exceptions

  • Products marked as "non-returnable" or "final sale" on the product page are not eligible for replacement under any circumstances.
  • Customized or personalized items may not be eligible for replacement unless they are delivered damaged, as evidenced in the unboxing video.

Contact Information

For any issues or queries regarding replacements / refunds, please email us at support@theyagostore.com.

Changes to the Replacement Policy

The YAGO Store reserves the right to modify or amend this policy at any time. Any changes will be communicated via updates on our website.

By placing an order with The YAGO Store, you agree to the terms and conditions outlined in this Return and refund policy.