Refund policy

Refund & Return Policy

At NYOUME, every refund, replacement, or delivery claim is subject to review and investigation. Submitting a request does not automatically guarantee a refund or replacement.

Damaged, Defective, Incorrect or Missing Items

If your order arrives damaged, defective, incorrect, or with an item missing, you must contact NYOUME as soon as possible after delivery.

Your claim must include:

  • Your order number
  • A detailed description of the issue
  • Clear photos and/or videos of the product
  • Photos of the original packaging and shipping label
  • Any additional information requested by NYOUME

NYOUME reserves the right to investigate each claim before approving any refund or replacement.

We may also request additional evidence when necessary.

A refund or replacement will only be issued after the claim has been reviewed and approved.

Customers must not return any product without prior written authorization and return instructions from NYOUME. Unauthorized returns will not be accepted.

Lost Packages and Delivery Issues

If you believe your package has been lost or there is a delivery problem, please contact NYOUME with your order number and relevant details.

All lost-package and delivery claims are subject to investigation.

We may review:

  • Tracking information
  • Carrier delivery records
  • Shipping confirmation
  • Proof of delivery
  • Information provided by the shipping carrier
  • Additional documentation when necessary

In certain cases, customers may be required to contact their local carrier or provide written confirmation that the package was not received.

A package will not be considered lost solely because a customer reports that it has not been received.

Refunds or replacements will only be considered once the investigation has been completed and the claim has been confirmed as eligible.

If tracking information confirms that a package was delivered, additional investigation and supporting evidence may be required before any resolution can be offered.

Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

NYOUME is not responsible for delivery failures, lost packages, delays, or additional shipping costs resulting from an incorrect or incomplete address provided by the customer.

Change of Mind

NYOUME does not accept returns, exchanges, or refunds for:

  • Change of mind
  • Personal preference
  • Ordering the wrong colour, size, style, or quantity
  • Failure to review product dimensions or descriptions before purchasing

Please carefully review all product information and your order details before completing your purchase.

Refunds

If a claim is approved, NYOUME will determine the appropriate resolution based on the circumstances. This may include a replacement, partial refund, or full refund.

Approved refunds will be issued to the original payment method.

Processing times after a refund has been issued depend on the customer’s bank or payment provider.

Important

Submitting photographs, videos, tracking information, or other evidence does not automatically guarantee approval of a claim.

NYOUME reserves the right to reject claims that cannot be sufficiently verified, that do not meet the requirements of this policy, or that contain incomplete or inconsistent information.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

Contact Us

For any issue concerning your order, please contact NYOUME through the contact information provided on our website before taking any further action.