We want you to be completely satisfied with your purchase.

If you are not happy with your order, this Return and Refund Policy explains when and how you can request a return, exchange, or refund.

We recommend you first reach out to us and explain the situation so that we may advise you what can be done best. 

Please note, we are working mainly with food items. As such there is a limit to the time of the item so best to request those changes as close as possible to the time of delivery arrival. 

As said before, we wish for our customers best interst, as such even if you are outside the below policy you may reach out to us to explain and we may be able to help you fix the issue or provide some solution, while we cannot guarantee a solution would be made if you are outside the below requirements we would stive for it as best we can. 
 

1. Returns

You may request a return within 30 days of receiving your order, provided that:

• The item is unused and in its original condition.

• The item is returned with its original packaging and accessories where applicable.

• You provide proof of purchase, such as your order number, Invoice or receipt, that can be traced to a sale.

Certain products may not be eligible for return, including customized items and items that cannot be returned for hygiene or safety reasons. As well services renderd, like consultations that are not a physical "product".
Shipping or processing costs may be still required by the client in some cases. Shipping or processing costs are non-refunded under normal circumstances unless the return is due to an error on our part or the item was defective or damaged when received.
 

2. How to Request a Return

To start a return, please contact our team through our listed email or contact form, with your order number, information and a description of the reason for your return.

If your return is approved, we will provide instructions on how and where to send the item.

Please do not send items back without first contacting us, as we may be unable to process an unauthorized return.
 

3. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.

The original shipping cost is generally non-refundable unless the return is due to an error on our part or the item was defective or damaged when received.
 

4. Damaged, Defective, or Incorrect Items

Please contact us as soon as possible if you receive an item that is damaged, defective, or different from what you ordered.

We may ask you to provide photographs or other information so that we can investigate the issue. Where appropriate, we will arrange a replacement, exchange, or full refund at no additional cost to you.
The demage, defective or incorrect item must be due to the conditions such as shipping or on our end. To elaborate, the cause must not be by misshandeling of the product after it has arrived to the customer, such as storing not as required or accidental breakage by the customer or its people.
 

5. Exchanges

If you would like to exchange an eligible item, please contact us within 30 days of delivery.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may issue a refund instead.
Additionally the exchanged item must be as arrived, in original packaging and state. 
We are not obligated to agree to the exchange for any product bought, shipped and received already. We hold the right to decide on individual cases. 

6. Return Shipping

Unless the return is caused by an error on our part, return shipping costs are the responsibility of the customer.

If you are returning an item because it is defective, damaged, or incorrect, please contact us before shipping it back so we can provide the appropriate return instructions.

7. Late or Missing Refunds

If you have been notified that your refund has been processed but have not received it, first check your bank account or payment provider.

If the refund still does not appear after the expected processing period, please contact your payment provider. You may also contact us at our email or contact form and we will be happy to assist you.

8. Cancellations

If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests, but an order may not be cancellable once it has been processed or shipped.

9. Changes to This Policy

We may update this Return and Refund Policy from time to time. You may see on this page an updated "Last updated" date down bellow that will notify you when the policy has been changed.

10. Contact Us

If you have questions about returns, refunds, or exchanges, please contact us:

Email: info@yu-nyu.com
Address : Kollwitzstr. 76 10435 Berlin Germany
The provided address is strictly a letter box. Please do not send any mail apart from letters if you must. 
For item return or other uses of mail please contact us so that we may provide you with an appropriate address. 
 

Last updated: August 24, 2026