Returns and Refunds Policy

Last updated: September 15, 2026

Thank you for choosing Yupoo.

We hope you are satisfied with your purchase. If the item you receive has quality issues, does not match your order, or is damaged during shipping, please contact us in accordance with the return and refund policy below.

1. Scope of returns

Subject to the provisions of this policy, you may submit a return request to Yupoo.

Generally, you can apply for return or refund under the following circumstances:

The goods received have obvious quality problems;
The product received is obviously inconsistent with the product ordered;
The goods received have obvious damage caused during transportation;
The goods received are obviously missing accessories or have wrong quantity of goods;
Other conditions confirmed by Yupoo customer service as eligible for return.

Some products may not be eligible for return due to their nature, hygiene requirements, customized status or other reasonable reasons.

Whether it meets the return conditions will be determined by the order status and Yupoo customer service review results.

2. Return application deadline

If you need to return the goods, please:

14 days

In order to facilitate our timely processing, please contact customer service as soon as possible after discovering the problem.

We may not accept return requests submitted after the stipulated period, unless otherwise provided by applicable law or specifically approved by Yupoo.

3. Information required for return application

When submitting a return request, you may need to provide:

order number;
product name;
date of purchase;
Reason for return;
Product photos;
Product packaging photos;
Photos or videos that are damaged or have quality issues;
Receiving information;
Other information that will help us review your application.

If the item has quality issues or is damaged in transit, we may ask you to provide photos or videos to confirm the actual condition of the item.

4. Requirements for returning goods

Unless there are quality issues, shipping damage, or other special circumstances confirmed by Yupoo, returned items should generally meet the following conditions:

The goods remain in their original condition;
The goods have not been obviously used, cleaned or damaged;
Product labels and related accessories are complete;
Product packaging should be kept as complete as possible;
The goods and related accessories have not been intentionally damaged or lost.

If the product is damaged, contaminated, missing accessories or cannot be sold again due to customer reasons, we may refuse the return or adjust the refund amount based on the actual situation.

5. Not applicable to returns

The following situations may generally not qualify for a return:

The product has been clearly used;
The goods are damaged due to customer reasons;
The goods have been cleaned, modified, processed or otherwise treated;
The product is missing important accessories;
Product labels have been removed or severely damaged;
Delivery problems caused by customers filling in incorrect delivery addresses;
Exceeding the specified return period;
Customized goods or goods made according to customers’ special requirements;
Other products that are not suitable for return due to the nature of the product or applicable laws.

This policy does not limit your statutory rights if applicable law provides consumers with non-excludable returns, refunds or other rights.

6. Return application process

Returns are usually handled according to the following process:

Step one: Contact customer service

Submit a return request through Yupoo's official customer service channel and provide the order number and related information.

Step 2: Submit supporting materials

Provide product photos, videos or other relevant proofs as required by customer service.

Step Three: Review

Yupoo will review your return application based on the order information, product condition and related materials.

Step Four: Get Return Instructions

If your return request is approved, we will provide you with the relevant return address and return instructions.

Please do not send items back to another address without receiving return confirmation.

Step 5: Send the product back

Follow the return instructions provided by Yupoo to return the goods, and keep the tracking number and shipping receipt properly.

Step Six: Complete the Check

After we receive the returned goods, we will check the condition of the goods.

Once the review is complete, we will arrange a refund or other solution, as applicable.

7. Return shipping charges

Return shipping charges are determined based on the reason for return.

If an item has a quality issue confirmed by Yupoo, was shipped incorrectly, or is damaged during shipping, we may bear reasonable return-related costs.

If the return is due to the customer's personal reasons, such as changing a purchasing decision, choosing the wrong size, or other non-product quality issues, the return shipping charges may be borne by the customer.

The specific fees and processing methods will be determined based on the order situation and the return instructions provided by customer service.

8. Refund method

Refunds will usually be made via the original payment method or other legal payment method confirmed by both parties.

If the original payment method cannot be refunded, we may contact you to confirm other possible refund methods.

The refund amount may be determined based on the following factors:

The actual payment amount for the goods;
Eligible returns;
applicable shipping charges;
Offers, discounts or promotions;
Coupons or other benefits that have been used;
Applicable legal requirements.

9. Refund processing time

After the returned goods have been inspected and confirmed to meet the refund conditions, we will process the refund according to normal procedures.

The time it takes for the refund to arrive may be affected by:

bank;
credit card institutions;
PayPal or other payment service provider;
international payment systems;
Other financial institutions

impact on processing time.

Therefore, the actual time a refund appears in your account may differ from the time Yupoo completes processing of the refund.

10. Damaged goods or wrong goods

If the goods you receive are obviously damaged, have incorrect goods, or have serious quality problems, please contact us as soon as possible.

It is recommended that you keep:

merchandise;
The original packaging of the product;
express packaging;
shipping label;
Product photos;
Unboxing photos or videos;
Logistics information.

This information may help us investigate and deal with related issues.

11. Damage caused during delivery

If the item is damaged during shipping, please contact us as soon as possible after receiving the item.

We may need to investigate the logistics service provider, so we may ask you to provide photos, videos or other supporting materials of the goods and packaging.

If it is confirmed that the damage was caused during transportation, we will provide appropriate solutions based on the specific circumstances, including replacement of goods, refund or other reasonable treatment methods.

12. Missing items or wrong quantity

If your order contains missing items, incorrect quantities, or other obvious order problems, please contact customer service as soon as possible after discovering the problem.

Please provide:

order number;
Photos of the product received;
Packaging photos;
Product quantity;
Logistics information.

We will handle it according to the actual situation after verifying the order and delivery records.

13. Exchange

If an item is eligible for exchange, Yupoo may offer exchanges based on stock availability.

If the requested item is out of stock, we may offer a refund or other reasonable solution.

The specific exchange method and related costs are subject to customer service confirmation.

14. Promotions and Special Products

Different return conditions may apply to some promotional items, limited time offers, customized items or other special items.

If there are special instructions on the relevant product page, order page or during the purchase process, you should also refer to the relevant instructions.

If there is a discrepancy between the relevant special terms and this policy, the terms applicable to the product and clearly informed to you at the time of purchase shall prevail, unless otherwise provided by applicable law.

15. Customs, import taxes and related charges

For international orders, items may be subject to customs, import taxes, VAT, or other related charges in the destination country or region.

Unless explicitly stated on the order or related product page, taxes, duties or other import charges due to the destination country or region may be borne by the recipient.

Due to different customs policies in different countries and regions, Yupoo cannot guarantee that all international orders will be exempt from relevant taxes and fees.

16. Fraud and Improper Returns

In order to protect the legitimate rights and interests of customers and the platform, Yupoo may investigate abnormal returns, repeated refund applications, artificial damage to goods, false complaints, or other suspected abuse of the return policy.

If fraud or apparent abuse is detected, we may take appropriate action in accordance with applicable law.

17. Statutory consumer rights

This returns and refund policy does not limit or exclude any non-excludable statutory rights of consumers under applicable law.

If the laws of your country or region give you additional consumer protection rights, these rights are not affected by this policy.

18. Contact us

If you need to submit a return, refund or exchange request, please contact us via:

Yupoo

Customer Service/Return Affairs Department:
Yupoo Customer Service & Returns Department

Return and refund email:
returns.hk@yupoo.com

Privacy Affairs Email:
privacy.hk@yupoo.com

Region:
Hong Kong

When submitting a return application, please provide your order number and related product information in the email so that we can process your application faster.