Returns and Refunds Policy

Thank you for visiting and shopping at yutakana-seikatsu.co.uk. The following are the terms and conditions that constitute our Returns and Refunds policy.

SECTION 1 - ELIGIBILITY FOR RETURNS

1.   You have the right to return any product purchased from our online store within 14 days of receipt for a full refund or exchange, provided the product is unused, in its original condition and packaging, and in a resalable condition.

2.   If your order arrives damaged, please contact our customer service team within 14 days of receiving your order. We may ask for evidence (such as photos and videos) of the damage and will arrange a replacement or refund for eligible items.

3.   Each order can only be returned once. Requests for returns or exchanges due to personal reasons or any damage caused by you will not be accepted.

4.   All gifts are non-returnable and non-exchangeable.

SECTION 2 - HOW TO RETURN PRODUCTS

1.   Contact Us: Before returning any product, please contact our customer service team to inform us of your intention to return the product and to obtain a return label when is appropriate.

2.   Pack the Product: Ensure the product is securely packed in its original packaging, including all accessories, labels, tags and gifts may have included.

3.   Include Documentation: Include a copy of your order receipt or order cancellation email inside the package.

4.   Ship the Product: Send the product to the following address:

FSL Group Global Limited

Unit 3, Westbury Industrial Estate

Station Road, Westbury

BA13 4HR

United Kingdom

5.   We recommend using a tracked and insured shipping service, as we cannot be responsible for products lost or damaged in transit.

6.   We regret that no refunds will be given on products already opened or for lost packages that we do not receive.

SECTION 3 - REFUNDS

1.   Processing Time: Once we receive your returned product and verify its condition, we will process your refund within 30 business days. A refund will be issued to the original payment method used for the purchase.

2.   Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (e.g., faulty or damaged products). The cost of return shipping is the responsibility of the customer unless the product is faulty or damaged.

SECTION 4 - EXCHANGES

Exchange Eligibility: We don’t accept product exchange, unless the shipped product is faulty or damaged a replacement product will be arranged.

SECTION 5 - FAULTY OR DAMAGED PRODUCTS

1.   We take great care to ensure your order reaches you in good condition. If you unfortunately receive a faulty or damaged product, please contact our customer service team within 14 days of receipt with details of the damage (please include pictures or videos) so that we can evaluate the issue.

2.   Once the fault or damage is agreed, we will arrange for the product to be returned and offer a full refund or replacement subsequently.

3.   Processing Time: Replacement will be processed within 30 business days of receiving the returned product.

4.   We will ship the replacement product to you at no additional cost.

5.   We will cover all shipping costs for returning faulty or damaged products.

SECTION 6 - NON-RETURNABLE ITEMS

Unfortunately, the following items are not eligible for return or exchange:

1.   Perishable goods (e.g., food, flowers).

2.   Personal care products (e.g., food supplements, cosmetics, underwear) if the packaging has been opened.

3.   Gift cards.

4.   Custom-made, bespoke or personalized items.

SECTION 7 - BUSINESS DAYS

Monday to Friday, except Saturday, Sunday, and Bank Holidays

 

 

Last updated

31 January 2025