Refund policy

Refund & Return Policy

1. Order Cancellation & EU Right of Withdrawal We accept order cancellations before the product is shipped or produced. If the order is successfully cancelled within this window, you will receive a full refund. Please note that we cannot cancel the order if the product has already been shipped out.

For Buyers Based in the European Union (EU/EEA): In accordance with EU Directive 2023/2673, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party indicated by you acquires, physical possession of the goods. To exercise this right, you may utilize the self-serve "Withdrawal / Cancellation" button available in your Customer Account dashboard (requiring only your name and order reference), or contact us via email.

2. Returns & Exchanges We accept returns of standard products. Customers have the right to apply for a return within 14 days after the delivery of the product. To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it, with all original packaging and tags attached.

  • Personalized & Strictly Bespoke Items: Items that are strictly personalized, custom-tailored to specific customer measurements, or clearly personalized are exempt from the 14-day statutory return right under EU law and are considered Final Sale (unless defective). Standard size items marked as "Made-to-Order" will follow our standard 14-day return window for EU customers.

  • To complete your return, we require a receipt or proof of purchase. Please contact our customer service via email at info@ao-yes.com to obtain the correct return address. Do not send your purchase back without contacting us first.

3. Refusal of Delivery, Unclaimed Packages & Customs Duties (EU/International Compliance) All international orders are shipped Delivery Duty Unpaid (DDU). Customers are responsible for paying all local import duties, customs fees, and taxes required by their destination country.

If a package is returned to AO YES due to failed delivery attempts, incorrect address provision, or the customer's refusal to sign/pay local customs duties:

  • For EU Customers: This will be treated as an exercise of your Right of Withdrawal. A refund will be issued, but all actual costs incurred—including round-trip shipping fees, courier storage fees, and return customs duties—will be strictly deducted from your final refund. If these international return costs exceed the value of the items, the package will be abandoned, and no refund can be issued.

  • For Non-EU Customers: AO YES reserves the right to withhold refunds entirely for packages abandoned or returned due to refusal of delivery or non-payment of local duties.

4. Shipping Costs

  • Customer Responsibility: If the return or exchange is caused by the consumer (e.g., change of mind, wrong size ordered), the consumer will be responsible for all return shipping fees and any associated import risks.

  • AO YES Responsibility: If the goods received are incorrect or defective due to our error, the consumer is not required to bear the shipping fee.

  • Damaged in Transit: If you receive a damaged package, please contact us immediately at info@ao-yes.com with photos of the damage. We will assist you in filing a claim with the carrier or arranging a replacement.

5. Refunds Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If approved, your refund (minus any applicable shipping, return duties, or administrative fees as stated above) will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.