Last updated: 1 September 2026

At YaoSkin, we want you to feel confident when shopping with us. We carefully select and offer products that meet our quality standards, but we understand that sometimes you may need to return an order. This Return & Refund Policy explains when a return or refund is possible, how to request one, and what to expect during the process.

Please note that nothing in this policy affects your statutory consumer rights under applicable law.

1. Return Period
You may request a return within 14 days of receiving your order. To request a return, please contact our customer service team at info@yaoskin.com, including:

• Your order number
• The product(s) you wish to return
• The reason for your return

After contacting us, you will receive instructions on how to proceed with your return.

1.2 Conditions for a standard return
To be eligible for a refund, returned products must meet all of the following conditions:

• The product must be unused and unopened.
• Any original hygiene or safety seal must remain intact.
• The product must be returned in its original packaging.
• The product must not show any signs of use, damage, or alteration.
• Any accessories, applicators, spatulas, or other components originally included with the product must be returned.
• You must provide valid proof of purchase, such as your order number.
• For hygiene and safety reasons, we generally cannot accept returns of cosmetic products that have been opened or used, unless the product is defective or applicable consumer law provides otherwise.

If you no longer have your receipt or order confirmation, please let us know. In many cases we can still verify your purchase using your customer account or a bank/card statement showing the transaction.

1.3 Outer packaging opened in error
If the outer packaging has been opened, for example because the wrong product was accidentally taken out or unpacked, this does not automatically affect your return. If the product itself is unused, unopened, and in new condition, we may offer a replacement product instead of a refund.

1.4 Products purchased from YaoSkin
Returns are only accepted for products purchased directly through the official YaoSkin online store or in a YaoSkin store. Products purchased through another retailer or third-party seller must be returned according to the return policy of the seller from whom they were purchased.

2. How to Return an Order
Please follow these steps:

01 · Contact us
Email info@yaoskin.com within 14 days of receiving your order. Please include your order number and the product(s) you wish to return.

02 · Receive return instructions
Our customer service team will review your request and provide you with the appropriate return instructions. Please do not send products back before receiving confirmation from our team.

03 · Prepare your return
Please package the product securely to prevent damage during transportation. We recommend using the original packaging where possible.

04 · Send your return
Send the package to the return address provided by our customer service team. We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.

05 · Inspection
Once we receive your return, we will inspect the product to determine whether it meets the requirements of this policy.

06 · Refund
If your return is approved, your refund will be processed to the original payment method.

3. Return Shipping Costs
Unless the return is due to an incorrect, damaged, or defective product, the cost of returning an item is the customer's responsibility. Return shipping costs are generally non-refundable.

If you have received an incorrect, damaged, or defective product, please contact us before returning it. We will provide further instructions and, where applicable, cover the appropriate return costs.

4. Refunds
Once your returned product has been received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method.

Please allow 2-3 business days for us to process the refund after the return has been approved. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account. If a refund has been approved but you have not received it within the expected timeframe, please contact us at info@yaoskin.com.

5. Products That Cannot Be Returned
For hygiene, safety, and quality-control reasons, we generally cannot accept returns of:

• Opened or used cosmetic products
• Products with a broken or removed hygiene/safety seal
• Products that have been damaged or altered after delivery
• Products returned without their original packaging where the packaging is necessary for resale
• Products that show clear signs of use

This does not affect your statutory rights in relation to defective, faulty, or incorrectly supplied products.

6. Allergic Reactions or Skin Reactions
We understand that everyone's skin is different, and even carefully formulated cosmetic products may not be suitable for every individual.

If you experience an allergic reaction, irritation, or other unexpected skin reaction after using a YaoSkin product, please stop using the product immediately and contact us at info@yaoskin.com. Please provide:

• Your order number
• The name of the product
• A description of the reaction
• When the reaction occurred
• Where possible, photographs of the product and the affected area

6.1 Opened products following an allergic reaction
Because cosmetic products cannot generally be resold once opened or used, an opened product that has caused a personal allergic or skin reaction is not eligible for a monetary refund solely on the basis of that reaction. However, as part of our customer care, YaoSkin will offer a replacement product of comparable value.

The replacement product will be selected together with our customer service team based on your needs and the circumstances of the reaction. The original product may need to be returned to YaoSkin or retained for assessment. Please do not dispose of the product before contacting us.

This replacement policy does not limit any statutory rights you may have where a product is defective, unsafe, or otherwise does not conform to the applicable legal requirements.

6.2 Important safety information
If you experience a severe or serious allergic reaction, please seek appropriate medical attention immediately.

YaoSkin cannot guarantee that any cosmetic product will be suitable for every individual. We strongly recommend checking the product's ingredient list before use, particularly if you have known allergies or sensitivities.

7. Damage Caused by Improper Handling or Use
YaoSkin cannot accept responsibility for damage, leakage, or other issues that occur as a result of improper handling, use, storage, or alteration of a product after delivery. This includes, but is not limited to:

• Removing, cutting, tearing, or otherwise damaging the product's safety seals or protective packaging.
• Opening or handling a product in a way that may cause leakage or damage.
• Using a product contrary to the manufacturer's instructions.
• Storing a product in unsuitable conditions.
• Altering, tampering with, or damaging the product or its packaging after delivery.

If a product is reported as damaged or leaking after it has been opened, unsealed, or otherwise altered by the customer, YaoSkin may request photographs or other information to assess whether the issue was present before the product was opened or was caused or contributed to by the customer's handling.

Where our assessment indicates that the damage or leakage resulted from improper handling, use, storage, or alteration by the customer, we will not be able to offer a refund or replacement.

This does not affect your statutory consumer rights where a product was already defective, faulty, or non-conforming when supplied.

8. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, faulty, or different from the product you ordered, please contact us as soon as possible at info@yaoskin.com. Please include:

• Your order number
• A description of the issue
• Photographs of the product
• Photographs of the packaging and shipping box, where relevant

Depending on the circumstances, we may offer a replacement, refund, or another appropriate remedy in accordance with applicable consumer law. For purchases made in one of our stores, we may ask you to bring the product to the store so that we can inspect it together with you. Where a monetary refund is offered, this is generally processed once the defective product has been returned to us. Please do not dispose of a damaged or defective product before contacting us, as we may need additional information to assess the issue.

9. In-Store Purchases, Online Orders & Transport Damage
The process for handling damaged or defective products may differ depending on whether your purchase was made in-store or through the YaoSkin online store.

9.1 In-Store Purchases
For products purchased in a YaoSkin store, we recommend checking the product and packaging before leaving the store. If you notice visible damage, leakage, a missing or damaged safety seal, or another issue with the product at the time of purchase, please notify a member of our staff immediately.

If a product is found to be defective after purchase, please contact us or return to the store with your proof of purchase so that we can assess the issue and provide an appropriate solution in accordance with applicable consumer law.

9.2 Online Orders
For products purchased through the YaoSkin online store, products are carefully packaged before dispatch. If your order arrives with visible damage to the outer packaging, please take photographs of the package before opening it where possible.

If the product inside is damaged, leaking, broken, or otherwise appears to have been affected during transportation, please contact us at info@yaoskin.com as soon as possible. Please provide:

• Your order number
• Photographs of the shipping packaging
• Photographs of the product
• Photographs of any visible damage or leakage
• Any other relevant information that may help us assess the issue

Please retain the original product and packaging until we have completed our assessment.

9.3 Damage After Delivery
Once an order has been delivered, YaoSkin cannot accept responsibility for damage caused by improper handling, storage, use, or alteration by the customer. This includes damage that occurs after the product has been opened or unsealed, where the damage may have resulted from the customer's handling or use of the product. For further information, please see “Damage Caused by Improper Handling or Use.”

9.4 Assessment of Transport Damage
Where a product appears to have been damaged during transportation, YaoSkin will assess the circumstances based on the information and photographs provided. If the product was damaged before or during delivery and the issue is not attributable to the customer's handling or use, YaoSkin will provide an appropriate remedy in accordance with applicable consumer law.

We may request additional information or photographs from the customer or, where necessary, contact the relevant delivery service to investigate the matter.

10. Promotional Products, Free Gifts & Discounts
If your order included a free gift or promotional item that was conditional on reaching a specific purchase amount, the gift may need to be returned if returning products causes your order to fall below the required threshold.

If a promotional item is not returned when required, we may deduct its value from the amount refunded, where permitted by applicable law. Products purchased as part of a promotional bundle may be subject to specific return conditions, which will be communicated at the time of purchase.

11. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible at info@yaoskin.com. We will do our best to accommodate cancellation requests before an order has been processed or shipped.

Once an order has been dispatched, you may need to follow our standard return procedure or exercise any applicable statutory cancellation rights.

12. Exchanges
We do not generally offer direct exchanges for unwanted products. If you would like a different product because you have changed your mind, the standard return process applies and you may place a new order for the product you would like instead.

Exceptions may apply to products affected by an allergic reaction, damaged products, defective products, or incorrect orders, as described in this policy.

13. Returns That Do Not Meet Our Requirements
If a returned product does not meet the requirements of this policy, we may be unable to provide a refund. Where permitted by applicable law, products that are not eligible for a refund may be returned to the customer at the customer's expense. We will contact you if there is an issue with your return.

14. Your Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to restrict or exclude your statutory consumer rights. If a product is defective, faulty, unsafe, incorrectly described, or otherwise does not conform to the applicable legal requirements, you may have additional rights and remedies under applicable consumer protection law. These rights are separate from our voluntary return policy for unwanted products.

Contact
If you have any questions about returns, refunds, exchanges, or product reactions, please contact our customer service team:

Website: yaoskin.com
E-mail: info@yaoskin.com
Instagram / TikTok: @yao_skin
Address: Korte Lijnbaan 24, 3012 ED Rotterdam and Vredenburgplein 2, 3511 WH Utrecht