If an item differs significantly from the photo or description, you have the right to return it to the Seller, provided you meet the return conditions and follow the return process.
When you can return an item
You have the right to return the item to the Seller if it differs significantly from the photo or the description. The preconditions are:
- Within 48 hours of receiving the item, you have informed the Seller via Yaga messages about your wish to return the item and explained the issue.
- You have not tapped the Item received button, meaning you haven't completed the transaction.
How the return process works
- Inform the Seller about your wish to return the item and the reason(s) for it.
- The Seller shares the return details with you. Unless an alternative agreement is made, the item should be returned via the same delivery method used to ship it originally, and the Seller should share the same set of details for the return that you provided for delivery.
- Once you and the Seller have agreed on returning the item and the Seller has shared all the necessary details, ship the item within 72 hours unless agreed otherwise. You arrange and pay for the return postage and share the parcel tracking number with the Seller via Yaga messages. It's not possible to book a return delivery via Yaga.
- The Seller receives the item and cancels the order.
- The money you initially deposited (item's price, initial delivery fee, Buyer Protection Fee) is automatically refunded to your Yaga wallet.
What if the Seller doesn't collect the returned parcel?
Once you've shipped the item back and shared the tracking number with the Seller via Yaga chat, the Seller is expected to collect the parcel within the courier's collection window. If they don't:
- Contact Yaga Support with the order number and the tracking number of the return.
- We'll reach out to the Seller and help finalise the cancellation and refund on your behalf.