Refund policy

Due to the perishable nature of our products and strict food safety standards, Yume generally operates on a No Return policy. We cannot accept returns of food products once they have been delivered.

However, your satisfaction is important to us, and we will gladly offer a Refund or Replacement under the following limited circumstances:

 

1. Eligibility for Refund or Replacement

 

A refund or replacement will only be considered if the issue is reported within the specified timeframe and falls into one of the following categories:

 

A. Product Damage or Spoilage Upon Arrival

 

  • The product arrived at your delivery address damaged (e.g., broken seals, punctured packaging).

  • The product is visibly spoiled or compromised upon opening and inspection immediately after delivery.

 

B. Incorrect Item Received

 

  • You received a product different from the one you ordered (e.g., wrong flavour, wrong quantity, or a completely different item).

 

2. Non-Eligibility for Refund or Replacement

 

We cannot offer a refund or replacement for reasons including, but not limited to:

  • Change of Mind: You simply changed your mind, did not like the taste, or ordered the wrong product by mistake.

  • Customer Error: Products damaged or spoiled due to incorrect handling, storage, or use by the customer after delivery (e.g., not refrigerating a product immediately upon receipt).

  • Delivery Issues Caused by Customer: Delays or damage due to an incorrect or incomplete delivery address provided by the customer, or the customer being unavailable to receive a delivery requiring a signature or refrigeration.

  • Minor Packaging Damage: Minor dents or scratches to outer packaging that do not affect the integrity or safety of the food product inside.

 

3. How to Request a Refund or Replacement

 

To initiate a claim for a refund or replacement, you must follow these steps:

  1. Contact Us Immediately: You must contact the Yume Customer Service team via email at support@yume.com within 24 hours of receiving your delivery.

  2. Provide Proof: Your email must include:

    • Your Order Number.

    • A clear description of the issue.

    • Photographic Evidence (mandatory): Clear photos showing the damaged product, the original packaging, and the shipping label.

  3. Hold the Product: Please do not consume, discard, or return the product until you receive instructions from our team. We may require you to hold the product for inspection purposes.

 

4. Refund and Processing Details

 

  • Inspection: All claims are subject to review by the Yume Quality Control team.

  • Resolution: If your claim is approved, we will notify you and either ship a replacement product or issue a full refund for the cost of the affected item(s).

  • Refund Method: Refunds will be processed to the original method of payment within [7-10] business days. Please note that bank processing times may vary.

  • Shipping Costs: Original shipping costs are generally non-refundable unless the entire order was cancelled before shipping or the issue was caused solely by our error.