Refund policy
YULA RETURN & REFUND POLICY
Effective Date: February 12, 2026
This policy applies to all purchases made through Yula. Please review the terms below carefully.
APPLICABLE MARKETS
This policy governs purchases shipped to the United States.
RETURN ELIGIBILITY
Returns are accepted only for defective, damaged, or incorrect products. Change of mind returns are not available.
RETURN CONDITIONS
To be eligible for return, items must meet the following conditions:
1. Item must be unused and in original condition
2. Original packaging and seal must be intact (except for defective items)
3. Proof of purchase (order number) is required
4. Return must be requested within the applicable timeframe outlined below
Exception: Defective, damaged, or incorrect items may be returned regardless of seal and package condition.
REPORTING TIMEFRAMES
Different circumstances require different reporting windows:
Defective or Faulty Items
Must be reported within 48 hours of delivery as shown in tracking confirmation.
Contact support@hiyula.com with:
1. Order number
2. Description of the defect
3. Photos or video demonstrating the issue
Resolution: We will send a replacement immediately. In most cases, you will not need to return the faulty item. If a return is necessary, we will provide prepaid return shipping.
Damaged in Shipping
Must be reported within 48 hours of delivery as shown in tracking confirmation.
Contact support@hiyula.com with:
1. Order number
2. Photos of damaged packaging and product
3. Description of damage
Resolution: We will send a replacement immediately or issue a full refund. Return shipping is covered by Yula.
Wrong Product Received
Must be reported within 48 hours of delivery as shown in tracking confirmation.
Contact support@hiyula.com with:
1. Order number
2. Photos of the incorrect item received
3. Description of what you ordered vs. what arrived
Resolution: We will send the correct product immediately and arrange return of the incorrect item at no cost to you.
Incomplete or Missing Items
If items are missing from your order, you must report this within 48 hours of delivery as shown in tracking confirmation.
Contact support@hiyula.com with:
1. Order number
2. Description of missing item(s)
3. Photo of the packaging showing the unopened/opened state
4. Photo of all items that were received
IMPORTANT: Proof of packaging condition is required to process incomplete order claims. Without photographic evidence of the packaging, we cannot verify the claim and will be unable to issue a refund or send replacement items.
Resolution: Once verified, we will immediately send the missing item(s) at no additional cost. If the missing item is no longer available, we will issue a partial refund for the missing product(s).
Lost or Stuck Shipment
If your tracking information has not updated for 5 consecutive business days and your order has not been marked as delivered, contact support@hiyula.com with:
1. Order number
2. Current tracking status
3. Last known location and date from tracking
Resolution: We will file a claim with the shipping carrier and immediately send a replacement order at no cost to you. Claim processing may take up to 72 hours to initiate, after which your replacement will be dispatched.
Order Never Arrived
If tracking shows "delivered" but you have not received your order, contact support@hiyula.com within 7 days of the delivery date shown in tracking.
Resolution Process:
1. We will investigate the delivery (up to 72 hours)
2. We will reship your order to the confirmed address
3. If the second shipment also fails to arrive, we will assess eligibility for refund
Please verify your shipping address is correct before contacting us, as we cannot provide refunds for customer address errors.
Cancellation After Order Placement
Orders may be cancelled within 24 hours of order placement by contacting support@hiyula.com.
If your order has already been dispatched, it cannot be cancelled.
RETURN AUTHORIZATION PROCESS
IMPORTANT: All returns must be authorized before shipping items back to us. Unauthorized returns will not be accepted or refunded.
Steps to Request a Return:
Email support@hiyula.com with the following information:
Order number
Item(s) you wish to return
Reason for return
Photos or video (required for defective/damaged items)
Our team will review your request within 24 hours.
If approved, we will provide:
Return authorization confirmation
Return shipping address
Return instructions
Prepaid shipping label (for defective/damaged/incorrect items only)
Pack the item securely in original packaging and ship to the provided address.
Retain tracking information for your records.
RETURN SHIPPING COSTS
Defective, Damaged, or Incorrect Items: Return shipping is covered by Yula. We will provide a prepaid return label or reimburse documented shipping costs.
REFUND PROCESSING
Timeline
Once we receive and inspect your returned item:
Inspection Period: 5 business days to verify item condition and eligibility
Refund Processing: Refunds are issued within 1-2 business days from inspection approval
Bank Processing: Please allow an additional 5-10 business days for your financial institution to process the refund to your account
Refund Method
Refunds are issued to the original payment method used at checkout. We cannot process refunds to alternative payment methods or accounts.
Notification
You will receive email confirmation at each stage:
1. When we receive your return
2. When your return is approved or declined
3. When your refund has been processed
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact support@hiyula.com.
NON-RETURNABLE ITEMS
The following items cannot be returned under any circumstances:
1. Gift cards or promotional codes
2. Items with broken seal (except defective items)
3. Used intimate grooming products (except defective items)
4. Items returned without prior authorization
5. Items damaged due to misuse or customer negligence
EXCHANGES
We do not offer direct product exchanges. If you wish to exchange an item:
1. Return the original item following the applicable return process
2. Once your refund is processed, place a new order for the desired item
This ensures faster processing and guarantees product availability.
DEFECTIVE PRODUCT WARRANTY
In addition to the return periods outlined above, all Yula products are covered against manufacturing defects. If you discover a defect outside the standard return window, please contact support@hiyula.com. We will assess the issue and provide a resolution on a case-by-case basis.
CONTACT INFORMATION
For all return and refund inquiries, please contact:
Email: support@hiyula.com
Response Time: Within 24 hours
Please include your order number in all correspondence to expedite processing.
IMPORTANT NOTES
Partial returns are accepted for multi-item orders
Refunds do not include original shipping costs (except for defective/damaged/incorrect items)
This policy does not affect your statutory rights under applicable consumer protection laws
Yula reserves the right to update this policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates acceptance of the revised policy.
Contact Info:
Email: support@hiyula.com (24-hour response time)