Return and Exchange Policy

1. Introduction

YOPS is committed to providing a trusted digital environment that connects customers, stores, and personal shoppers, and facilitates purchasing processes and related services through an integrated technology platform.

Since YOPS does not directly sell, purchase, import, store, or ship products, this Policy has been established to regulate return and exchange procedures between the parties involved in a transaction and to clarify the responsibilities of each party in a manner that promotes fairness and protects the rights of all parties.

2. Nature of YOPS's Role

YOPS operates as an intermediary technology platform that connects customers, stores, personal shoppers, and service providers. YOPS is not considered the seller, importer, carrier, or supplier of products unless expressly stated otherwise for a specific service.

Accordingly, responsibility for fulfilling the order, providing the product, ensuring that it matches its description, its quality and authenticity, packaging, shipping, and delivery rests with the store, personal shopper, or service provider, depending on the nature of the transaction.

YOPS's role is limited to providing the technical infrastructure for managing orders, payments, and communications between the parties, as well as assisting in handling complaints and resolving disputes in accordance with the platform's policies.

3. General Rule

Due to the nature of the products offered through the platform, which may include imported products, luxury products, and products sourced specifically at the customer's request, all purchases are considered final once completed.

Returns or exchanges will only be accepted in the cases specified in this Policy or where required by applicable laws and regulations.

4. Cases Where a Return or Exchange May Be Requested

Customers may submit a return or exchange request in the following cases:

• The product arrives with a significant manufacturing defect.
• The product received materially differs from the product that was ordered.
• An incorrect product was received due to an error by the store or personal shopper.
• The product was damaged prior to delivery due to packaging or shipping, where the responsibility of the relevant party is established.
• The order was not delivered due to negligence or failure by the service provider or the party responsible for fulfillment.
• Any other case that YOPS determines requires review in accordance with applicable laws or the platform's policies.

Initial acceptance of a request does not mean that the customer is automatically entitled to a return, exchange, or compensation. All requests remain subject to review and verification.

5. Cases Where Returns or Exchanges Are Not Accepted

Returns or exchanges will generally not be accepted in the following cases:

• The customer changes their mind after completing the purchase.
• The product does not suit the customer's personal taste or expectations.
• The customer selected a specific size, color, edition, or specification.
• Products purchased or sourced specifically at the customer's request.
• Luxury, rare, limited-edition, or specially imported products requested by the customer.
• Improper use of the product or damage occurring after receipt.
• Removal of the original packaging, labels, or tags, or loss of accessories, where this affects the ability to verify the product's condition.
• Any case resulting from circumstances outside the responsibility of the store, personal shopper, or service provider.

6. Request Submission Procedures

Where a valid reason for a return or exchange exists, the customer must:

• Submit the request through the platform's official channels within the specified period.
• Clearly and accurately state the reason for the request.
• Provide photographs, videos, or supporting documents when required.
• Cooperate with the customer service team to complete the review process.

YOPS may request any additional information it considers necessary to assess the request.

7. Review of Requests

YOPS may review return and exchange requests and communicate with the customer, store, personal shopper, or any other relevant party to verify the information and documents provided.

This process is intended to facilitate the resolution of disputes and help the parties reach an appropriate solution. Such review does not constitute an acknowledgment by YOPS of any responsibility for the product, sale, shipping, or delivery process.

8. Responsibility for Compensation

If the customer is determined to be entitled to a return or compensation, the responsibility for implementing the return, exchange, or compensation rests with the store, personal shopper, service provider, or party responsible for the underlying reason for the claim, depending on the circumstances.

YOPS may, at its discretion, assist in managing the settlement process or facilitate or process refunds through its payment systems or electronic wallet, without assuming any independent financial liability, unless expressly stated otherwise.

9. Shipping and Delivery

Shipping and delivery operations are subject to the applicable shipping companies, logistics service providers, stores, or personal shoppers, depending on the nature of the order.

YOPS shall not be held responsible for any delay, loss, damage, or failure arising from the acts or negligence of such parties. However, YOPS reserves the right to follow up on complaints and assist in resolving them whenever reasonably possible.

10. Misuse of the Policy

YOPS reserves the right to reject any claim proven to be malicious, fraudulent, or based on inaccurate or misleading information.

YOPS may also suspend, restrict, or terminate an account and take appropriate legal or regulatory action where misuse of the platform's services or policies is established.

11. Applicable Laws and Regulations

This Policy shall be applied to the extent that it does not conflict with any mandatory applicable laws or regulations.

Where applicable law grants customers rights that cannot legally be waived or restricted by agreement, such legal provisions shall apply to the extent required by law.

12. Policy Amendments

YOPS may amend this Policy at any time to reflect the development of its services or applicable regulatory requirements.

Any amendment shall become effective from the date it is published on the website or application.