Refund policy

 

At Yotunia, we are committed to providing high-quality skincare products.

Due to the hygienic and personal nature of skincare, we operate a strict but fair returns policy designed to protect both our customers and product safety standards.

1. Important Note on Shipping

We offer free shipping across Europe.

Please note:

  • Original shipping costs are non-refundable
  • Return shipping costs are the responsibility of the customer
    (unless the item is faulty or incorrect)

2. Hygiene & Safety Policy

For health and hygiene reasons, we cannot accept returns or exchanges on:

  • Opened products
  • Used or partially used products
  • Products with broken or removed seals

This applies even within the 14-day cooling-off period, except in cases of faulty or incorrect items.

3. Change of Mind (Unopened Items Only)

If you change your mind, we are happy to offer an exchange or store credit for unopened, unused, and sealed products.

Conditions:

  • Request must be made within 14 days of delivery
  • Item must be in original, sealed condition
  • Subject to stock availability

You may choose:

  • Exchange for another product
  • Store credit valid for 12 months

⚠️ We do not issue cash refunds for change of mind.

4. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, you are fully protected under UK and EU consumer law.

You are entitled to:

  • Replacement
  • Repair (where applicable)
  • Refund (where required by law)

We will cover the shipping cost of sending a replacement product. Customers are not required to return faulty items.

Please contact us within 7 days of receiving your order and include photos of the issue.

5. Refund Eligibility

Refunds are only issued when legally required, such as:

  • Faulty or damaged products
  • Incorrect items sent
  • Valid statutory rights under UK/EU consumer law

In all other cases, we offer exchanges or store credit only.

6. How to Request a Return or Exchange

To start a request, contact us at:

hello@yotunia.uk

Please include:

  • Order number
  • Reason for return
  • Photos (if applicable)

We will review your request and provide return instructions if approved.

7. Processing Time

Once we receive your return:

  • Inspection takes 3–5 business days
  • Exchanges are processed within up to 14 days

8. Store Credit

  • Valid for 12 months
  • Non-transferable
  • Cannot be exchanged for cash

9. Non-Returnable Items

We cannot accept returns on:

  • Opened or used products
  • Products returned after 14 days
  • Free gifts or promotional items

10. Contact

For all return inquiries:

hello@yotunia.uk

We’re always here to help and ensure a fair and smooth resolution.