Refund policy
Returns & Refunds Policy
We want you to love what you ordered. If something isn't right, here's everything you need to know about returning an item, making an exchange, or requesting a refund.
📢Important: Before you submit a returning request, please make sure:
- Unused and in new, resellable condition
- In the original packaging with all tags and labels attached
- Accompanied by proof of purchase (order number or receipt)
- All returns require a Return Material Authorization (RMA) number. Contact us to receive a RMA number, Do not ship anything back before receiving your RMA — returns without one cannot be processed.
- Non-quality returns, refused deliveries, or undeliverable orders are subject to two-way shipping deductions (original shipping/handling fees + return shipping fee) from the refund.
💡 A Gentle Reminder on Special Items: please kindly note that a few of our special collections are considered final sales and cannot be returned or exchanged. These include:
- Oversized products : Because our oversized items are specially custom-made just for you, we are unfortunately unable to accept returns or exchanges for non-quality issues. Additionally, if you need to cancel your order while it is already in production, a standard restocking/materials fee will be deducted from your refund. We kindly ask that you double-check all details before purchasing. You can easily identify these items by the special notice displayed right under the product title.
- Final sale items
- Customized products
- Yeslak's overstock sale collections
Situations At a glance
| Situation | Timeframe | Who covers return shipping? |
|---|---|---|
| Damaged or defective item | Report within 7 days of delivery | Yeslak |
| Wrong item received | Report within 7 days of delivery | Yeslak |
| Non-quality reason/Personal preferences (e.g. changed your mind, dissatisfaction with the color or style,not happy with this purchase(unused item) | Within 30 days of delivery | Customer |
| Exchange for quality issue | Within 30 days of delivery | Yeslak |
| Lost or stolen package | Report within 7 days of delivery | Subject to claim |
Returns — 30-day window
You have 30 days from the date of delivery to initiate a return.
To qualify, items must be:
- Unused and in new, resellable condition
- In the original packaging with all tags and labels attached
- Accompanied by proof of purchase (order number or receipt)
Already shipped? If your order has been dispatched and you have a tracking number, please wait for the package to arrive before starting a return. This helps us handle your request smoothly.
After 30 days: Returns are not accepted. If you'd like to exchange an item after this period, contact us — we may be able to offer you a solution depending on the situation.
How to start a return/Submit a return request
Option 1 — Chatbot (fastest) Visit our website, open the chatbot, and select the return topic. It'll guide you through the process step by step.
Option 2 — Your account Log in at yeslak.com/account to manage your return directly.
Option 3 — Contact support Email support@yeslak.com or open Live Chat (Monday–Friday, response within 6–8 hours, excluding federal holidays).
Important: All returns require a Return Material Authorization (RMA) number. Do not ship anything back before receiving your RMA — returns without one cannot be processed.
What do I need to provide to receive a Return Material Authorization (RMA)?
-
To help us process your return as quickly and smoothly as possible, please provide the following details:
- Product Condition: A clear photo showing that the item is uninstalled, unused, and in its original condition.
- Packaging & Label: A photo of the original shipping box and the shipping label.
- All Included Parts: A photo of all the components and accessories you received in the package.
- Reason for Return: A brief note explaining the reason for the return, which helps us determine the applicable shipping fee coverage and continuously improve our products.
What happens next?
Once we review these details and confirm they meet our return policy, we will issue your RMA number right away!
Please note: Providing this information upfront helps our team accurately assess your request and prevents any unexpected delays in processing your return, refund, or replacement. We truly appreciate your cooperation!
Return Shipping Costs
| Return Reason | Return Shipping Cost |
|---|---|
| Item arrived defective or stopped working | Covered by Yeslak |
| Item arrived damaged | Covered by Yeslak |
| Wrong item received | Covered by Yeslak |
| Parts or accessories missing from package | Covered by Yeslak |
| *Item Not as Described (listed material, dimensions, or size factually differs from the item received) | Covered by Yeslak |
| Changed your mind / no longer need the item | Customer's responsibility |
| Ordered the wrong size, color, or model by mistake | Customer's responsibility |
| Found a better price elsewhere | Customer's responsibility |
| *Doesn't Meet My Expectations (item works as intended, but doesn't match personal preference) | Customer's responsibility |
📣 Important: Non-quality returns, refused deliveries, or undeliverable orders are subject to two-way shipping deductions (original shipping/handling fees + return shipping fee) from the refund.
Understanding "Item Not as Described" vs. "Doesn't Meet My Expectations"
These two reasons are easy to confuse, but they lead to very different outcomes for return shipping — so here's how we tell them apart.
*Item Not as Described applies when a specific, factual detail listed on the product page doesn't match what you received — something that can be verified with a photo or measurement. For example:
- The listing says the material is aluminum, but the item received is TPE
- The listing states a dimension of 1 meter, but the item measures 50 cm
To qualify under this reason, please let us know exactly which listed specification doesn't match, along with a photo or measurement as proof.
*Doesn't Meet My Expectations applies when the item works exactly as intended and matches what was listed, but it simply doesn't feel or look the way you personally hoped — for example:
- You don't like the color or style once you saw it in person
- You expected it to feel more "premium," "heavy-duty," or "sleek" than it does
Descriptive words like "premium," "heavy-duty," or "sleek" reflect an overall impression rather than a specific measurable spec, so a return based on this kind of language falls under "Doesn't Meet My Expectations" rather than "Item Not as Described."
Damaged, defective, or wrong items
Inspect your order as soon as it arrives. If there's a problem, contact us within 7 days of delivery.
What to send us:
- Your order number
- A clear photo or video showing the damage or issue
Once we receive your information, we'll file a claim with the carrier within 3 business days and arrange a replacement or refund right away — you don't need to wait for the claim to be resolved.
Please hold onto the original box, all packaging materials, and the damaged item. The carrier may need them for pickup during the claims process.
Exchange Policy
| Quality Issue / Damaged Item | Personal Preference / Non-Quality | |
|---|---|---|
| Eligibility window | Within 30 days of delivery | Within 30 days of delivery |
| Item condition required | No need to be uninstalled — installed items are fine | Must be unused, uninstalled, and in original packaging |
| Return shipping cost | Free (we cover it) | Customer pays return shipping |
| Replacement timing | Dispatched right away, before we receive the original item back | Dispatched after we receive the returned item |
How do I request an exchange?
Email us at support@yeslak.com (or reach us via Live Chat) with your order number and the following details:
- Product condition — a clear photo of the item. If it's a quality issue, please also include a close-up photo of the problem area, and a short video if possible.
- Packaging & label — a photo of the original shipping box and shipping label. Please keep this packaging, as it may be needed to ship the item back.
- All included parts — a photo of every component/accessory that came with your order.
- Reason for exchange — a short note on why you'd like to exchange it.
We'll review your request and follow up within 1 business day.
Do I need to return the item if it has a quality issue?
Yes, but you don't need to wait for us to receive it before we help you. Once your request is reviewed and confirmed, we'll dispatch a brand-new replacement right away and provide you with a free return label for the original item — no need to install it out of the box first if there's a defect.
Do I need to return the item for a non-quality-issue exchange (e.g., changed my mind, ordered wrong size)?
Yes. The item must be unused, uninstalled, and returned in its original packaging within 30 days of delivery. In this case, return shipping is at the customer's own cost, and we'll send your replacement once the original item arrives back at our warehouse.
Will I get a replacement or a refund?
In most cases we'll send a replacement. If we're out of stock, or if a replacement isn't the right fit for your situation, we're also happy to issue a refund instead — just let us know your preference when you reach out.
How long does the whole process take?
- Review of your request: within 1 business day
- Quality issue: replacement is dispatched immediately after approval
- Non-quality issue: replacement is dispatched after we receive your returned item (typically 3–7 business days from receipt for processing)
- Shipping time to you: depends on your location — see our [Shipping Policy] for estimated delivery windows
What if my item doesn't meet the exchange conditions?
If our team finds the returned item doesn't meet the applicable conditions above, we'll contact you directly to discuss options before taking any action — you won't be left in the dark.
Still have questions?
Reach out any time via email at support@yeslak.com or Live Chat — we're happy to help.
Lost or stolen packages
If you believe your package has been lost or stolen, report it to us within 7 days of the expected delivery date.
We'll file a claim with the carrier and work to get a replacement out to you during the investigation. To support the claim, we may ask for doorbell camera footage or other relevant evidence.
Please note: if the carrier confirms delivery and the claim is denied, Yeslak is NOT liable for providing a replacement. We encourage you to submit as much supporting evidence as possible.
Refunds
Once your return is received and inspected at our warehouse, refunds are processed within 3–7 business days, provided the item meets our return conditions.
- Refunds are issued to the original payment method.
- Shipping and handling fees are non-refundable for non-quality returns/personal preferences (e.g. changed your mind, dissatisfaction with the color or style).
Get in Touch
We're here to help! If you have any questions or need assistance with the return process, please reach out to our customer support team at support@yeslak.com ;or connect with us via Live Chat. To ensure a smooth return, please request a return authorization number before sending items back, as we cannot accept returns without this prior request. Your satisfaction is our priority, and we're committed to making your experience as seamless as possible.
