Refund policy

Returns & Store Credit

Eligible returns are generally issued as store credit. Refund requests to the original payment method may be considered at Yigēn's sole discretion on a case-by-case basis, except where a refund is required by law.

Eligibility

Items must be unworn, unaltered, with all original packaging, tags, and accessories intact. A return authorization number must be obtained from Yigēn prior to shipping. Returns without prior written authorization will not be accepted. Returns must be initiated by the original purchaser. The determination of whether an item has been worn, altered, or damaged rests solely with Yigēn upon inspection of the returned item.

Return Windows

United States: 10 days from delivery.

European Union: 14 days from delivery, in accordance with the EU Consumer Rights Directive. Returns under this statutory right will be refunded to the original payment method. The standard delivery cost of the original order will also be refunded; however, if a non-standard delivery method was selected, only the standard delivery cost will be refunded.

United Kingdom: 14 days from delivery, in accordance with the Consumer Contracts Regulations 2013. Returns under this statutory right will be refunded to the original payment method. The standard delivery cost of the original order will also be refunded; however, if a non-standard delivery method was selected, only the standard delivery cost will be refunded.

All other international orders: Generally considered final sale. Exceptions may be made at Yigēn's sole discretion for verified quality concerns or extraordinary circumstances.

Requests received outside the stated return window may be reviewed at Yigēn's sole discretion. Late requests are not guaranteed to be accepted.

Quality Issues, Damage in Transit, or Incorrect Items Received

Contact yigen@yigen.co as soon as reasonably possible after delivery, providing sufficient evidence, which may include photographs, video, or other documentation as Yigēn may reasonably request. Reports received beyond 7 days of delivery may still be reviewed at Yigēn's discretion. Yigēn reserves the right to make the final determination on whether an item qualifies as defective or was shipped incorrectly. If approved, Yigēn will determine the appropriate resolution, which may include store credit, replacement, or other remedies at its sole discretion.

Restocking Fee

A restocking fee of up to 15% may apply to approved returns, at Yigēn's discretion. This fee does not apply to returns made under the EU or UK statutory cooling-off period, nor to verified quality defects or incorrect items.

Return Shipping

Return shipping costs are the responsibility of the buyer. In certain circumstances, Yigēn may elect to provide a prepaid return label at its discretion. Yigēn strongly recommends using a trackable shipping service. Yigēn is not responsible for items lost or damaged during return transit.

Shipping Insurance

All orders are shipped with tracking and insurance. In the event of loss or damage during transit confirmed by the carrier, Yigēn will work with the shipping provider to resolve the issue and will offer the buyer a replacement or store credit at Yigēn's sole discretion. Claims for transit damage must be reported within 7 days of delivery with photographic evidence of the damaged packaging and item.

Natural Variation

Each piece is made from natural Hainan oud wood. Variations in color, grain pattern, weight, and scent between pieces — and between the product and images shown on our website — are inherent to the material and are not considered defects. Whether a characteristic constitutes a natural variation or a qualifying defect is determined solely by Yigēn. Returns on the basis of natural variation will not be accepted.

Product Authenticity

Each Yigēn piece is inspected, photographed, weighed, and documented prior to shipment. In the event that a returned item does not match our pre-shipment records in weight, grain pattern, or material characteristics, the return will not be processed. Yigēn reserves the right to refuse the return, retain the item as evidence, and decline all future orders from the associated account.

Not Eligible for Return

Items determined by Yigēn to have been worn, altered, or damaged by the buyer. Items with missing or damaged original packaging or accessories. Items returned without prior written authorization. Items returned outside the applicable return window, unless an exception is granted. Items where the return is based solely on natural material variation. Personalized or custom-order items. Items where the returned product does not match Yigēn's pre-shipment records.

Order Cancellation

Cancellation requests received before dispatch may be accommodated at Yigēn's discretion. Orders that have entered preparation or dispatch cannot be cancelled and are subject to the return policy above. If Yigēn cancels an order for any reason, a full refund will be issued to the original payment method.

Exchanges

Yigēn does not offer direct exchanges. If you wish to receive a different item, please initiate a return under the terms above and place a new order.

Unauthorized Returns

Items returned without prior written authorization will not be processed. Yigēn reserves the right to hold, return, or dispose of such items as it sees fit. Return of unauthorized items, if requested by the buyer, will be at the buyer's expense.

Non-Delivery

If tracking confirms delivery but you report non-receipt, contact us as soon as reasonably possible. Reports received beyond 7 days may still be reviewed at Yigēn's discretion. Yigēn will assist in carrier investigation but is not liable for parcels confirmed as delivered.

Store Credit Terms

Store credits are valid for 24 months from the date of issue, unless a longer period is required by applicable law. Terms and conditions of store credit use may be updated at Yigēn's discretion.

Refund Processing

Where applicable, store credits or refunds are issued within 5–10 business days of receiving and inspecting the returned item. Customs duties, import taxes, and currency conversion fees are non-refundable.

Return Address

Provided upon issuance of return authorization. Do not send returns to our registered office address.

Other Jurisdictions

Where local consumer protection laws in your jurisdiction provide mandatory rights that cannot be excluded or waived by contract, those rights are not affected by this policy.

Dispute Resolution

Please contact yigen@yigen.co to resolve any concerns. If unresolved, disputes shall be referred to arbitration in Hong Kong under the Hong Kong International Arbitration Centre rules. This does not affect your statutory consumer rights in your country of residence.

Fraud and Abuse

Yigēn reserves the right to refuse returns, store credit, or future orders where we reasonably suspect fraudulent, abusive, or dishonest conduct, including but not limited to false claims of non-delivery, misrepresentation of product condition, serial return abuse, or return of items that do not match our pre-shipment records.

Yigēn reserves the right to amend this policy at any time. The current version is always published on this page.