Refund policy

Yunoku Refund & Returns Policy

We want you to be completely satisfied with your purchase. If you are not, you may request a return or exchange in accordance with this policy and your statutory rights under the Consumer Rights Act 2015.

Return Window

  • Standard items may be returned or exchanged within 14 days of delivery.
  • You then have a further 14 days to return the items to us.
  • To qualify, items must be unused, in original condition, and in their original packaging.
  • Receipt or proof of purchase must be included with any return.

Refunds & Fees

  • If your return is approved, a refund will be issued to your original payment method within 5–7 business days after inspection. Bank processing times may vary.
  • A 3% fee will be deducted from the refund for cancellations or returns not caused by an error on our part, to cover non-refundable payment processing and administrative costs.
  • Shipping costs are non-refundable, except if the return is due to a defect or error on our part.
  • Customers are responsible for return shipping costs for non-faulty items.

Cancellations

  • Orders may be cancelled before dispatch.
  • Any customer-initiated cancellations are subject to the 3% cancellation fee outlined above.
  • If we cancel an order on our behalf, you are eligible for a full refund.
  • To cancel or amend your order, contact info@yunoku.com.

Pre-Orders & Non-Refundable Items

  • Pre-orders and items marked “Non-Refundable” cannot be cancelled or refunded once purchased.
  • These items are specially sourced and reserved for you, and we commit to securing and handling them on your behalf.
  • By placing a pre-order or purchasing a non-refundable item, you acknowledge and agree to these terms.
  • If we are unable to fulfil a pre-order due to an issue on our side, you will be eligible for a full refund.

Damages & Issues

  • Inspect your order upon delivery.
  • If any item is defective, damaged, or incorrect, contact us immediately so we can assess the issue.
  • If the problem is due to our error, you will be offered a full refund, replacement, or exchange as appropriate.

How to report

For certain issues, an unboxing video is required to investigate your claim efficiently:

  • Duplicate items received within a whole set
  • Receiving the wrong item
  • Receiving an empty package or empty box
  • The product does not match the identity card

Video Requirements:

  • Must be recorded in one continuous take
  • Show the unopened parcel, all sides of the outer box, the shipping label, internal packaging, and the issue
  • Videos help us resolve claims quickly and fairly

International Orders

  • Customers are responsible for all import duties, taxes, and customs fees.
  • If an international package is refused, unclaimed, or returned due to unpaid customs charges, the original shipping cost, return shipping cost, and any additional fees will be deducted from your refund.
  • We recommend checking your local import rules before purchase.

How to Request a Return or Report an Issue

Contact our support team at info@yunoku.com with:

    • Order number
    • Clear photos of the issue
    • An unboxing video if required (see above)

    Once we receive your evidence, we will review the case and update you with the outcome.

    Thank you for taking the time to review our policy. If you have any questions or concerns, please don’t hesitate to contact us, we’re always happy to help!