Return & exchange policy

Introduction and YOPS role

YOPS provides a digital platform connecting customers, stores, and personal shoppers. YOPS generally does not directly sell, buy, import, store, or ship products. This policy organizes return and exchange procedures among the parties and clarifies responsibilities. Fulfillment, product quality, authenticity, packaging, shipping, and delivery remain the responsibility of the store, personal shopper, or service provider unless expressly stated otherwise.

General rule

Due to the nature of products offered through the platform — including imported, luxury, and made-to-order items — purchases are generally final after completion. Returns or exchanges are accepted only in the cases set out in this policy or required by applicable laws.

Eligible cases

• Product arrives with a material manufacturing defect.
• Product received differs materially from the ordered item.
• Wrong product received due to store/personal shopper error.
• Damage before delivery due to packaging/shipping where responsibility is established.
• Order not delivered due to provider default.
• Other cases YOPS determines warrant review under applicable rules.

Initial acceptance of a request does not guarantee a return or refund; requests are subject to review and verification.

Non-eligible cases

• Change of mind after purchase.
• Product not matching personal taste or expectations.
• Size/color/edition/specs chosen by the customer.
• Custom, luxury, rare, limited-edition, or specially imported items.
• Incorrect use or damage after receipt.
• Removal of original packaging/labels or missing accessories when verification is affected.
• Any case outside the responsibility of the store, personal shopper, or provider.

Process, liability, and updates

Customers must submit requests via official platform channels within the stated period, explain the reason accurately, attach supporting evidence when needed, and cooperate with support. YOPS may review requests and coordinate with relevant parties without assuming seller/shipping liability. Approved refunds/compensation are the responsibility of the responsible party; YOPS may facilitate settlement via payment systems or wallet without independent financial liability unless expressly stated. Abuse of this policy may lead to claim rejection and account restrictions. YOPS may update this policy; changes take effect upon publication on the website or app.