Customer’s satisfaction is our most important thing, in this belief, we promise replace or refund as follow situations:
Shipping wrong item/wrong size/wrong address(different from provided information)/demaged
item(the demage can be seen clearly).
1:Wrong Garment:Received a wrong garment brand.
2:Wrong item:Received a wrong Product type.
If Yoycol sent to wrong parcels, customers allow to keep parcels on their own disposal.
Replace or full refund
Low printing quality and wrong position of printing.
1:Blurry Print: Edges of the print are out of focus, not distinct. Design details are fuzzy and do not represent the quality of the print file and distort it.
2:Design Placement Issue:Too Low/Too High/Right/Left/Wrong area/Crooked/Upside down:The placement of the printed design does not match the designed placement to the extent that it becomes noticeable by End Customer and the initial design is distorted. (See supplementary note①)
3:Peeling Print:Print coming off in pieces.
4:Scaling Issue:Design printed too large or too small, to the extent when it becomes noticeable to the End Customer and noticeably differs from the artwork.
Replace or full refund
The actual product is quite different from the announced size: the actual product is more than
3cm bigger or smaller than the announced size chart.
Sizing issue:The size of the garment measured according to the standard instructions does not match the size chart of Yoycol,which more than 3cm bigger or smaller.
Replace or full refund
The actual product is quite different from the announced color.
Colouring Issue :The printed colour differs from the colour used on the design to the extent where the outcome noticeably differs from the mockup. Mostly because the wrong colour code was chosen by Provider or due to wrong technical settings. (See supplementary note②)
Replace or full refund
Quality can not satisfy customer’s requirements.
1:Broken/Holes/Mechanical/Torn:Item arrived flawed due to Provider’s or Carrier’s act or omission. Including but not limited to: broken mugs; garments with holes or torn; items having mechanical issues, such as a poor functioning zipper or a non-functioning clock. (See supplementary note③)
2:Embroidery issues. Including but not limited to: wrong colour thread used on the whole design or parts of it; crooked; protruding or loose threads; missing parts of the design;wrong thread density.
3:Stains:Obvious Ink spots, smears or any other unknown stains on the garment or item that do not exist on the artwork and distort the design. (See supplementary note④)
4:Underbase Issue:White underbase visible either on the edges or on the print.
Replace or full refund
The product is out of stock
If customer place an order at Yoycol, but the product is out of stock and we haven’t noticed customer in advance.
Full refund+compensation of 10% product price
Logistics guarantee Under normal conditions
1. Parcel is lost during shipping.
2. Logistic is not updated for 30 days.
Replace or full refund
Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received. And the customer should provide the Yoycol Unique QR code or shipping list. For packages damaged, all claims must be submitted no later than 72 hours after the delivered time. Claims deemed an error on our part are covered at our expense.
Fulfillment is also an important thing we concern. To give the customer a better experience, once the customer places the order, we guarantee the limitation of fulfillment time.
| Categories | Average fulfillment time | Fulfillment time commitment | Logistics upgrade to advanced shipping (Note 9) | logistics upgrade to DHL express (note 10) | Logistics upgrade to DHL express and 20% product payment/full refund and 50% product payment (note11) |
| Men’s polyester clothes | 2-4 days | 7 days | Fulfillment time between 8-12days | Fulfillment time between 13-17days | Fulfillment time over 18 days |
| Women’s polyester clothes | |||||
| Children’s polyester clothes | |||||
| Face Masks | |||||
| ShoesShoes (except Classic Clogs) | 5-10 days | 14 days | Fulfillment time between 15-19days | Fulfillment time between 20-24days | Fulfillment time over 25 days |
| Cotton clothes | |||||
| Home | |||||
| Accessories | |||||
| Classic Clogs https://www.yoycol.com/ product_detail/2XWL00003 https://www.yoycol.com/ product_detail/2XML00003 | 15-20 days | 24days | Fulfillment time between 25-29days | Fulfillment time between 30-34days | Fulfillment time over 35 days |
Note:
1.The fulfillment policy mentioned above just for orders placed online, for orders placed offline of (DE)/Yoycol, two days will be added on the Fulfillment time commitment. Related logistics upgrade policy also add two days.
2.Fulfillment time refers to the time before shipment, excluding the shipping time.
3.(DE)/Yoycol fulfillment time commitment includes weekend, but not Chinese public holiday, if customers pay the order during holidays, the fulfillment time is calculated from the next working day 9:00 AM.
4.Dundeal Entertainment(DE)/Yoycol’s fulfillment time commitment includes weekend, but not Chinese public holiday, if customers pay the order during holidays, the fulfillment time is calculated from the next working day 9:00 AM.
5.Dundeal Entertainment(DE)/Yoycol only supports the orders that have been paid and completed the design with effective design documents .
6.The compensation amount is only for the product price, not includes the shipping cost.
7. If an order includes different categories products, Dundeal Entertainment’s fulfillment time depends on the products which have the longest fulfillment.
8.The highest compensation paid by Dundeal Entertainment(DE)/Yoycol is no more than $500 / bulk order.
If customer selects DHL Express when placing orders, the related fulfillment policy are as follows, point 9-11, other conditions not changed.
9. (DE)/Yoycol will return the corresponding logistics price gap between advanced shipping and DHL express.（The maximum compensation standard is 50% of the customer’s total payment）。
10. (DE)/Yoycol will return the corresponding logistics price gap between standard shipping to DHL express.（The maximum compensation standard is 50% of the customer’s total payment）。
11. (DE)/Yoycol will return the corresponding logistics price gap between standard shipping to DHL express and 20% product payment/full refund and 50% product payment.
12.This fulfillment time commitment does not apply to the following conditions：
①some categories of special demands from customers.
②some orders if need to make and confirm samples in advance.
③if one order placed for over 30 pieces same products.
However, as a product-customized company, (DE)/Yoycol is not resiponsible for the lost caused by some special circumstances and reasons. (DE)/Yoycol has the right not to assist in providing after-sales service, including but not limited to following situation.
Customer fill a wrong shipping address/size or color/design files
No replace or refund
All claims are submitted over two weeks after the product had been received.
No replace or refund
The color is not the same between mock up and design. (See supplementary note⑤)
No replace or refund
Damaged or deformed product— Product is damaged or deformed by customers
No replace or refund
Wrong or insufficient recipient information—The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers
No replace or refund
Parcel unsigned issue— Under normal logistics conditions, Customers do not sign for parcel due to personal reasons
No replace or refund
The logistics stagnation caused by political movement/natural disaster risk/military control/warfare and force majeure factors is not within the scope of responsibility.
No replace or refund
If you or your customers have an issue on the products or anything else on the order, please submit a problem report.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons.
therefore (DE)/Yoycol reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Supplementary notes