YUZEN Refund Policy

We want every bar of YUZEN persimmon soap to feel like a small daily ritual. If something isn't right with your order, this page explains how returns, damaged items and delivery issues are handled. For anything not covered here, email us at info@yuzenlab.com and our team will help.

Returns

You have 60 days from the day your order is delivered to request a return.

Because soap is a personal care product, we can only accept items that are unopened and unused, still sealed in their original YUZEN packaging, and in the same condition you received them. For hygiene reasons, bars that have been opened, unwrapped or used cannot be returned. Please keep your order confirmation or another proof of purchase, as we will ask for it.

To start a return, email [support email] with your order number and the item you would like to send back. Please don't mail anything to us before we reply: returns that arrive without an approved request can't be accepted.

Once your return is approved, we'll email you a prepaid return label and clear instructions on where and how to send your package. After it arrives and we've checked it, your refund goes back to your original payment method. Most banks show it within 5 to 10 business days.

Questions about a return are always welcome at info@yuzenlab.com.

Damaged or defective items

Every YUZEN order is wrapped with care so it reaches you in perfect condition. If your soap does arrive damaged, defective or broken, let us know within 72 hours of delivery. Email [support email] with your order number and clear photos of the item and its packaging.

Once we've confirmed the issue, you can choose one of the following:

• A replacement of the same item, shipped at no extra cost, or
• A refund for the damaged item.

Only one option (replacement or refund) can be chosen for each order.

A dented or scuffed outer box on its own does not count as a damaged product if the soap inside is intact. Wear from normal use, or damage caused by misuse or improper storage after delivery, isn't covered.

Shipping and delivery

We do our best to get your order to you quickly, but some delays are outside our control, such as carrier disruptions, weather or customs checks.

If there's a problem with delivery, please contact the shipping carrier first using the tracking details in your shipping confirmation email. Once a package has left our warehouse, YUZEN is not responsible for parcels that are lost, stolen or delayed in transit. If you need help reaching the carrier, email info@yuzenlab.com and we'll point you in the right direction.

Incorrect shipping address

Please check that your shipping address is complete and correct before placing your order. If you spot a mistake, email info@yuzenlab.com within 24 hours of ordering and we'll update it before your order ships.

If an incorrect address was entered and we weren't told within 24 hours, we can't offer a free reshipment or a refund for that order.

Changes to this policy

We may update this Refund Policy from time to time. The version posted on our site when you place your order is the one that applies to it, so please take a moment to review it before you buy. By completing a purchase, you agree to the terms on this page. To cancel or change an order before it ships, see our Cancellation Policy.

If you have any questions about refunds, returns or your order, email us at info@yuzenlab.com. We're always happy to help.