Customer Care – Return Information
We completely get it – Shopping online can sometimes get the better of us and spark some impulse buys and you may change your mind! We want you to be completely satisfied with your online purchase as we accept returns for the majority of our products. Please note that for health reasons, we cannot accept returns for pillows, mattress toppers or quilts (all classed as ‘white goods’) so please choose carefully! We also can not accept returns on custom orders. All returns must be made within 30 days of receiving your goods and arrive in AS NEW condition.
If you decide that for whatever reason you no longer need your goods once purchased or need to change your order, we will offer you a credit note to the value of your purchase to be used for future purchases, or if you want a refund then the shipping cost will be deducted. Please note: Items purchased during a sale cannot be returned for change of mind.
Some simple returns T&C’s
- Orders cancelled after the goods have been dispatched will be treated as per the terms of this policy.
- Please take time to read the care instructions on items before washing, as we cannot accept items for an exchange or refund if they have been damaged in the wash or washed incorrectly.
- Yo Home is not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance.
- Yo Home reserves the rights to make changes to these terms and conditions / policy without notice.
How do I return an item?
If you do need to return your item for any reason, simply contact us of the product you would like to return with your receipt or order number. Upon receiving and inspecting your item, we will offer you a replacement, refund or a store credit for future purchases.
Please note: We do not refund initial shipping charges for items returned, other than for faulty items. YoHome is not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.
What happens if I believe my order is faulty?
We pride ourselves on the quality of our products and commit to making sure that no faults happen. However, if on the rare occasion you believe that an item from your order is faulty, we will look after you! We offer warranty on all orders up to 1 year after purchase. If you believe your item is faulty, please contact us via email explaining the fault along with any supporting photos etc. We will then assess the fault and deem the item faulty or not at our discretion. If your item is indeed faulty, we will then either replace the faulty item or offer a store credit or refund for the price of the item. If you need to send back the item to us, return postage will be fully credited. All credits and refunds are processed within 10 business days.
I paid via Afterpay, can I still make a return?
When you place an order and pay via Afterpay you have the option to return one or all of your items for a full or partial refund. If you return your items before your first Afterpay payment is due you have the option to cancel the entire payment plan. It’s important to keep up your Afterpay payments while your return is in transit back to us as Afterpay charge late fees for any overdue payments! Once your return is processed back at YoHome, we will process your Afterpay cancellation as normal and any amounts paid towards the items returned will be refunded back to you directly. If the first payment instalment has already been made when you return the items to us we can cancel the rest of your payment plan as well as refund the initial payment you have made.
If you have purchased multiple items but only wish to return certain items and keep your favourites this is still fine! We’ll just remove the items you have returned from your Afterpay payment plan. Your original instalment amounts will remain the same and your final payment/s will be less or cancelled depending on the return amount. You can log in to your AfterPay account to view your updated payment schedule at any time! Easy!
Check out AfterPay’s T&C’s via this link – https://www.afterpay.com.au/terms/
What if I receive an incorrect item?
Please contact us on firstname.lastname@example.org if you have received an item that you did not order so we can resolve this for you as soon as possible. Please include your order number, name of the item you were supposed to receive and any further details of the problem within 30 days of receiving your order.
How will I be refunded?
Once we have received and processed your return your refund will be credited to your original payment method NOTE: In any instance your order cannot be refunded via the original method we will process your refund via PayPal or Direct Transfer, discussed per instance. Please allow up to 10 business days for your refund to be processed. You will be notified via email as soon as the refund has cleared our account – It can take 3-5 working days for the payment to show on your account after your refund has been processed (depending on bank). NOTE: We do not refund initial shipping cost for items returns ($20 EXPRESS & $10 STANDARD), other than for faulty items.
How do I return an item outside of Australia?
International orders will be treated the same as per this Australian refund policy. If you purchase from overseas, you surely have the right to cancel your order due to change of mind (except for sale items). However, please note that you will have to pay for the return postage back to us. This applies to both exchanges or refunds. If the item is deemed faulty – we’ve got you covered. We will provide you with a full refund which will be processed within 10 business days.