Returns & Refunds Policy

Most items sold on Yomo Shop are pre-loved and sold by private individuals or small businesses. Returns work a little differently from a high-street retailer, but buyers are always protected by our escrow system and the dispute process below.

1. Escrow protection

Every payment is held in escrow by Yomo until you confirm delivery, or for up to 7 days after the seller marks the item as delivered. Funds are not released to the seller while a dispute is open. This gives you time to inspect the item before the seller is paid.

2. Item Not As Described (INAD)

If the item you receive is significantly different from the listing — wrong item, undisclosed damage, counterfeit, or missing parts — open a dispute from Orders → Open dispute within 48 hours of delivery. Include clear photos and a short description.

• Yomo will pause the escrow release while the case is reviewed.
• We encourage buyer and seller to resolve via in-order messaging first.
• If unresolved, Yomo decides based on evidence and may issue a full or partial refund.

3. Change of mind

Because most Yomo listings are private second-hand sales, there is no statutory right to a change-of-mind return — only an INAD remedy. Some business sellers may offer voluntary returns; this will be stated on the listing.

If the seller is a registered business selling new goods at distance, buyers based in the UK or EU have the statutory 14-day right to cancel under the Consumer Contracts Regulations 2013. Return shipping is at the buyer's cost unless the listing says otherwise.

4. How refunds are paid

Approved refunds are returned to the original payment method via Stripe, typically within 5–10 working days. Partial refunds (for minor issues, e.g. a small undisclosed scratch) may be agreed between buyer and seller and processed by Yomo.

5. Return shipping

• For INAD claims accepted by Yomo, the seller pays return shipping.
• For change-of-mind returns (where offered), the buyer pays return shipping.
• Always use a tracked service and upload the tracking number to the order.

6. Items that cannot be returned

• Personalised or made-to-order goods.
• Perishable goods and intimate or hygiene items where the seal is broken.
• Digital downloads after delivery.

7. Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK consumer law. If you bought from a business seller, you keep all your statutory protections.