The QC-before-ship principle
Our returns policy is built around one principle: you inspect before anything ships, not after. For direct Yupoo orders, the factory films a 360° QC video of your specific item and you approve it before dispatch. For agent orders, QC photos serve the same role before you pay international shipping. This front-loads quality control to the point where problems are cheapest to fix — while the item is still in China.
What is covered
Factory errors are fully covered: wrong item supplied, wrong size against your specification, or a defect visible in QC. Transit loss and damage are covered on insured shipments, assessed from carrier confirmation and arrival photos. In all these cases you are entitled to a re-shoot, a full refund, or credit toward a replacement.
What is not covered
Changing your mind after approving QC is not covered — approval is your committed decision point. Ordering the wrong size when the QC clearly showed the size you specified is not covered. Customs seizure of prohibited items is not covered, as that is outside our control and governed by your country's import rules. We document these boundaries plainly so there are no surprises.
How to start a return or refund
Everything runs through WhatsApp. For pre-shipment QC rejection, simply reply that you are rejecting and why — the re-shoot or refund decision is usually same-day. For transit issues, report within 48 hours of delivery with photos of the parcel and contents. Refunds return through your original payment method; PayPal Goods-and-Services is the fastest to clear.
Returns & refunds FAQ
Can I reject an item after seeing the QC video or photos?
Yes — this is the core protection. For direct Yupoo orders, you review a 360° QC video before anything ships. If the item has defects, you reject it: the factory re-shoots with a different unit from the same batch (most common), refunds in full, or applies credit to a replacement. Nothing ships until you approve. With agents, the same applies to QC photos before you pay shipping.
What qualifies for a refund?
Factory error (wrong item, wrong size, clear defect visible in QC), and transit damage or loss on insured shipments. These are covered. What is not covered: changing your mind after approving QC, ordering the wrong size when the QC photos showed the correct size you specified, or customs seizure on prohibited items. Approve QC carefully — it is your decision point.
How does the refund process work?
For pre-shipment QC rejection, refund or re-shoot is arranged immediately via WhatsApp — usually same-day for the decision, with funds returned through your original payment method. PayPal Goods-and-Services refunds clear fastest. Western Union and crypto refunds are handled case-by-case since those methods are not natively reversible.
What if my package is lost or damaged in transit?
For DHL Express shipments, tracking is real-time and claims are filed with the carrier. On insured shipments, loss is reimbursed once the carrier confirms. Damage is assessed from photos of the parcel and contents on arrival — photograph everything before discarding packaging. Report any issue via WhatsApp within 48 hours of delivery for the smoothest resolution.
Can I return an item after it has been delivered to me?
Post-delivery returns of correctly-supplied items are generally not possible, because the QC-before-ship model is designed to catch issues before dispatch rather than after. The QC video or photo is your inspection opportunity. If a delivered item differs materially from the approved QC, contact us via WhatsApp within 48 hours with photos and we will review the case individually.