Refund policy
At YOLI BRAND, our goal is to provide effective relief and support throughout your dry eye journey.
We understand that every individual case is different, which is why we proudly offer a 60-Day Satisfaction Guarantee to give customers enough time to properly evaluate the treatment.
60-Day Return Policy
You have 60 days after receiving your order to request a return.
Because dry eye and meibomian gland dysfunction often develop gradually over time, meaningful improvement may also require consistent use over a period of weeks. We encourage customers to give the treatment a fair and consistent trial during the 60-day guarantee period.
To start a return, please contact our support team at support@yolibrand.com with your order number and reason for return. Our team may provide troubleshooting guidance or usage recommendations to help ensure you are getting the best possible experience from the product.
Returns sent without first contacting our support team and receiving return authorization will not be accepted.
Return Eligibility
To be eligible for a return:
- The product must be returned in reasonable condition
- Proof of purchase or order number is required
- The return request must be submitted within 60 days of delivery
Orders may be canceled for a full refund before they have been processed or shipped.
Once an order has been processed or shipped, customers are welcome to return the order once received; however, return shipping costs for change-of-mind returns, refused deliveries, or cancellations after shipment are the responsibility of the customer.
Shipping charges are non-refundable.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return shipping responsibility may vary depending on the reason for the return and the condition of the item. Return labels are provided in most approved situations.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to the original payment method within 10 business days. Please note that your bank or credit card provider may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact us at support@yolibrand.com.