Refund policy

Refund & Replacement Policy

Thank you for shopping with Yoogoo.

Due to the nature of our products, all purchases are generally non-refundable and non-exchangeable once confirmed. However, we are committed to assisting customers in cases where there is a genuine issue with the order.

1. Non-Refundable Items
For hygiene and food safety reasons, yogurt and other perishable food products sold by Yoogoo are not eligible for refund or exchange unless:
- the wrong item was delivered;
- the product was damaged upon arrival;
- the product was spoiled or unfit for consumption upon delivery; or
- the order was incomplete due to our error.

2. Conditions for Refund or Replacement
Customers may request a refund or replacement if:
- the item received is incorrect;
- the product arrives damaged;
- the product shows signs of spoilage upon arrival; or
- part of the order is missing.

3. Claim Procedure
To request a refund or replacement, customers must contact us within 24 hours of receiving the order and provide:
- order number;
- clear photos or video of the item received;
- a brief explanation of the issue.

Claims submitted after 24 hours of delivery may not be accepted.

4. Non-Eligible Refund Cases
Refunds or replacements will not be granted in the following situations:
- change of mind after purchase;
- incorrect order placed by the customer;
- failure to refrigerate the product promptly after delivery;
- delay caused by the customer being unavailable to receive the parcel;
- minor differences in appearance that do not affect product quality;
- dissatisfaction based on personal taste preference.

5. Refund Review
All refund or replacement requests are subject to review and approval by Yoogoo. If the claim is found to be valid, we may offer:
- a replacement product;
- store credit; or
- a refund, depending on the situation.

6. Contact Us
If you need assistance regarding your order, please contact us through our official contact channels.

7. Refund Method
Any approved refund will be processed via the original payment method used for the purchase. This allows for easier tracking of money movement and helps ensure that refunded monies are returned clearly and properly to the customer.

Refunds will only be processed after the refund request has been reviewed and approved by Yoogoo based on the conditions stated in this Refund & Replacement Policy.

Customers are advised that refunds may take several business days to appear, depending on the payment provider, bank, or card issuer. If a refund is not reflected within the expected period, customers should contact us for assistance before raising a payment dispute.

Thank you for your understanding, support, and trust in Yoogoo.