Refund policy

Last Updated: February 14, 2026

1. Introduction

Welcome to Yanabuy's Return & Refund Policy. This policy applies to all orders placed through our platform—website, mobile app, or mini-program—across all our services: Food Delivery, Local Retail, and China Direct. Please read this policy carefully before making a purchase, as different conditions apply to each service category.

Our goal is to ensure a fair and transparent process for returns and refunds while balancing the needs of our customers with those of our trusted vendors and partners.

2. General Principles

Platform Role: Yanabuy is a multivendor marketplace. We facilitate transactions and provide a framework for dispute resolution, but the ultimate responsibility for product quality, accuracy, and refund eligibility often rests with the individual vendor or supplier.

Condition of Items: To be eligible for any return or refund, items must generally be in their original condition: unused, unopened (for retail), undamaged, and with all original packaging, tags, and accessories.

Proof of Purchase: You must provide your Yanabuy order number, receipt, or other proof of purchase for all refund requests.

Initiating a Request: All return and refund requests must be initiated through the "Help Center" or "My Orders" section in your Yanabuy account, or by contacting our Customer Support team.

3. Service-Specific Policies

A. Food Delivery

Due to the perishable nature of prepared food, our return policy is very limited.

Eligibility for Refund/Credit: Refunds or account credits may be considered only in the following cases:

  • Wrong Order Delivered: You received items completely different from what you ordered.

  • Significant Missing Items: Major components of a meal/combo are missing.

  • Severe Quality Issues: Food is spoiled, contaminated, or contains a foreign object.

Non-Eligible: We cannot offer refunds for:

  • Change of mind or disinterest in the food after delivery.

  • Minor preference issues (e.g., "not as spicy as I wanted," "too salty").

  • Delivery delays, unless extreme and directly caused by Yanabuy (refunds of the delivery fee only may be considered).

Process:

  • Report Immediately: You must report the issue via the app/website within 1 hour of delivery.

  • Provide Evidence: Photos or videos of the incorrect/missing/damaged items are required.

  • Resolution: Our team will review the claim and mediate with the restaurant. The resolution may be a full or partial refund, or a Yanabuy credit, at the discretion of Yanabuy and the involved restaurant.

B. Local Retail

Customers have more flexibility with non-perishable retail goods.

Return Window: 3 days from the date of delivery.

Eligible Reasons:

  • Faulty/Defective: The item is broken, dead on arrival, or malfunctions.

  • Incorrect Item: You received a different product than ordered.

  • Damaged in Transit: The item arrived with visible shipping damage.

  • Change of Mind / Buyer's Remorse: Only if the item is unused, in original packaging, with tags attached, and the vendor's own policy allows it.

Non-Returnable Items:

  • Perishable goods (food, beverages, flowers).

  • Personalized or custom-made items.

  • Intimate apparel, hygiene products (e.g., earrings, underwear).

  • Software, digital goods, or opened media.

  • Gift cards.

Process & Costs:

  • Initiate a return request in your account within 3 days.

  • Our team will provide a Return Authorization and instructions.

  • Return Shipping: For faulty/incorrect items, Yanabuy will cover return shipping. For "change of mind" returns, the customer is responsible for return shipping costs.

  • Once the vendor receives and inspects the item, your refund will be processed.

Refund Method: Refunds are issued to the original payment method used for the purchase. Processing may take 7-10 business days after the return is approved.

C. China Direct

Returns for China Direct items are complex due to international shipping and are highly restricted.

Return Window: 7 days from the date of delivery in Liberia.

Eligible Reasons (STRICTLY ENFORCED):

  • Significantly Not As Described (SNAD): The item received is materially different from its listing (e.g., different model, size, color, or functionality).

  • Damaged or Faulty: The item is defective, broken, or non-functional upon arrival.

Non-Eligible Reasons: "Change of mind," fit issues, minor cosmetic differences from photos, or deciding you no longer want the item are NOT valid reasons for return.

Crucial Process & Conditions:

  • Pre-Authorization Required: You MUST contact Yanabuy support for a Return Merchandise Authorization (RMA) number before sending anything back. Unauthorized returns will be refused.

  • Customer-Paid Returns: The customer is 100% responsible for all costs associated with the international return shipping, customs duties, and handling. These costs are often high and will be deducted from any refund.

  • Inspection: The item must be returned to our designated warehouse in China. The supplier must inspect and approve the return before any refund is issued.

  • Restocking Fees: A restocking fee of 15-30% of the item's value may be applied by the supplier.

Strong Recommendation: Due to the high cost and complexity, we strongly advise customers to contact us first for a partial refund or compromise solution before initiating a China Direct return. In many cases, a repair, replacement part, or discount is more economical than a full return.

4. Refund Processing Timelines

  • Approval Time: Once a return is received and approved by the vendor/supplier, refund authorization is typically given within 3-5 business days.

  • Bank Processing: The time it takes for the refund to appear in your original payment account depends on your financial institution:

    • Yanabuy Wallet/Credit: Immediate.

    • Mobile Money: 3-5 business days.

    • Debit/Credit Cards: 7-14 business days.

You will receive an email notification once your refund has been processed.

5. Non-Refundable Situations

Yanabuy will not issue refunds for:

  • Services already rendered (completed deliveries).

  • Digital products that have been downloaded or accessed.

  • Perishable goods that have been consumed or are past their viable return window.

  • Items lost or damaged due to customer misuse or accident after delivery.

  • Items returned without the RMA (for China Direct) or without prior authorization.

6. Exchanges

Exchanges for a different size or color are handled as a return and a new purchase. You must follow the standard return process for the original item and place a new order for the desired item. Ensure the desired variant is in stock before initiating the return.

7. Contact & Dispute Resolution

For all return and refund inquiries:

  • Primary Channel: Use the "Help Center" in your Yanabuy account.

  • Email: returns@yanabuy.com

  • Phone/WhatsApp: Contact our customer support numbers listed on the website.

We will act as a mediator between you and the vendor/supplier to reach a fair resolution. Please allow 48 hours for an initial response to your query.

8. Policy Updates

Yanabuy reserves the right to modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our platform. Your continued use of our services after any change signifies your acceptance of the new terms.

The Yanabuy Team