Returns and Exchanges Policy

Returns, Exchanges, and Refund Policy

1. Orders and Cancellations

  • Once payment for an order is successful, cancellation requests made for personal reasons will not be accepted.
  • Before submitting an order, please carefully check details such as the product name, specifications, quantity, and expiry date.
  • Customers should also confirm that the product is suitable for their needs before placing an order.

2. Receipt and Product Inspection

  • Generally, in-stock orders are delivered within approximately 2–3 working days after payment confirmation; actual delivery times may vary due to logistics arrangements.
  • Upon receiving the goods, please inspect the product type, quantity, packaging, and condition as soon as possible.
  • If you find that the wrong product was sent, or if an unopened product has obvious quality issues, please contact our Customer Service Department within 7 working days of receiving your order.
  • Requests for exchanges, returns, or refunds submitted after this period will not be accepted.

3. Out-of-Stock and Pre-ordered Products

  • If a purchased product is found to be out of stock after payment, we will contact the customer as soon as possible to make arrangements.
  • If the product cannot be provided within 10 working days after payment, customers may contact our Customer Service Department to request a refund.
  • "Pre-order products" will be shipped once they arrive in stock. If the order cannot be shipped within 10 working days after payment, customers may contact our Customer Service Department to request a refund.

4. Exchanges

If a product meets the criteria for an exchange:

  • Customers must submit an application to our Customer Service Department via WhatsApp at 9199 2246, providing the order number and photos of the product issues for our verification and processing.
  • Each order is limited to one exchange or return arrangement.
  • Exchanges are only accepted for products of equal or higher value. If exchanging for a higher-valued product, the customer must pay the price difference.
  • Any shipping fees incurred for exchanges are non-refundable.

5. Returns and Refunds

If a product meets the criteria for a refund:

  • Refunds will be processed via the customer's original payment method. For example, if payment was made via bank transfer, the refund will be issued via bank transfer; if paid via FPS, the refund will be processed via FPS.
  • Once a refund request is confirmed, it generally takes about 7 working days to process.
  • After the refund is completed, the customer must arrange to return the product within 7 days by contacting our Customer Service Department via WhatsApp at 9199 2246.
  • Shipping fees already paid are non-refundable.

6. Situations Where Returns or Exchanges Are Not Accepted

Except in cases of incorrect items being sent or qualifying quality issues as mentioned above, returns, exchanges, or refunds are generally not accepted in the following situations:

  • Order cancellation due to personal reasons;
  • Change of mind or no longer needing the product;
  • Incorrect product, specification, or quantity selected during ordering;
  • Return requests due to failing to check the product expiry date before ordering;
  • Product issues caused by opening, using, or improper storage by the customer;
  • Applications submitted after the specified period.

7. Contacting Customer Service

To apply for an exchange, return, or refund, please contact our Customer Service Department via WhatsApp at 9199 2246 and provide:

  • Order number
  • Customer name
  • Contact number
  • Product name
  • Description of the issue
  • Relevant product photos

Once we receive the information, we will verify it and provide follow-up arrangements based on the actual situation.

8. Others

If you have any questions regarding returns, exchanges, or refund arrangements, please feel free to contact the YouCanNatural Customer Service Department.

This Returns, Exchanges, and Refund Policy applies to all online orders, including those submitted through the YouCanNatural website, WhatsApp, Facebook, and other online channels.

In case of any dispute, YouCanNatural will handle it in accordance with applicable laws and the specific circumstances.