Damaged Item Replacement Policy

Effective Date: August 2026

At YGEIA, all purchases are final sale and are subject to our No Return, Refund & Exchange Policy.

However, if your YGEIA product arrives damaged or defective, you may submit a claim for a replacement item, subject to the conditions below.

Approved damaged or defective item claims are eligible for replacement only. No returns, refunds, or exchanges are provided, except where otherwise required by applicable law.

1. CLAIM DEADLINE

Any claim for an item received damaged or defective must be submitted to YGEIA within 48 hours of the carrier's recorded delivery time.

Claims submitted after this period may not be eligible for replacement, except where otherwise required by applicable law.

2. REQUIRED EVIDENCE

To submit a claim, please provide:

  • Your Order ID

  • Clear photographs showing the damaged or defective area

  • Photographs of the complete product

  • Photographs of the original packaging

  • Photograph of the shipping label

  • A clear, continuous unboxing video showing the package being opened and the condition of the product upon opening

YGEIA may request additional photographs, videos, or information where reasonably necessary to verify the claim.

3. UNBOXING VIDEO

Customers are strongly required to record the opening of their package from the beginning of the unboxing process until the product has been fully removed and inspected.

The video should clearly show:

  • The unopened package

  • The shipping packaging and label

  • The opening of the package

  • The product being removed

  • The condition of the product immediately after opening

Edited, incomplete, unclear, or manipulated footage may not be sufficient to verify a claim.

4. ELIGIBLE DAMAGE OR DEFECT

A replacement claim may be approved where YGEIA reasonably determines that the product:

  • Arrived physically damaged

  • Arrived broken

  • Contains a verified manufacturing defect

  • Was materially damaged during transportation before delivery

Submitting a claim does not automatically guarantee approval.

5. WHAT IS NOT CONSIDERED A DEFECT

The following generally do not qualify for replacement:

  • Damage occurring after delivery

  • Accidental damage

  • Improper handling or storage

  • Misuse of the product

  • Unauthorized repair or modification

  • Normal wear and tear

  • Cosmetic changes resulting from use

  • Reasonable variations associated with natural materials

  • Reasonable variations in color, texture, pattern, surface, shape, or finish

  • Differences caused by photography, lighting, or screen display

6. CLAIM REVIEW

YGEIA will review the submitted evidence and available order and delivery information.

During the review, please retain the product, packaging, shipping materials, and shipping label.

YGEIA may request additional information where reasonably necessary to determine whether the damage or defect existed when the item was received.

7. APPROVED CLAIMS — REPLACEMENT ONLY

If the claim is approved, YGEIA will arrange a replacement item.

Approved damaged or defective item claims do not qualify for:

  • Refund

  • Return

  • Product exchange

  • Store credit in place of the replacement

If the identical item is temporarily unavailable, YGEIA may require additional time to produce or obtain the replacement.

Replacement remains subject to product availability and applicable law.

8. ORIGINAL DAMAGED ITEM

Unless YGEIA specifically instructs otherwise, customers are not required to return the damaged or defective item.

However, the original product and packaging must be retained until YGEIA confirms that the claim review has been completed.

Do not repair, alter, modify, or dispose of the product while the claim is under review.

9. SHIPPING OF REPLACEMENT

Once an approved replacement is ready, YGEIA will arrange shipment to the customer.

The replacement will normally be shipped to the delivery address associated with the original order unless otherwise approved by YGEIA.

YGEIA will provide relevant shipping information once the replacement has been dispatched.

10. FRAUDULENT OR MANIPULATED CLAIMS

YGEIA reserves the right to reject claims involving evidence that appears materially altered, manipulated, misleading, or inconsistent with available order and delivery information.

Where reasonably necessary, YGEIA may review relevant order records, shipping information, customer communications, photographs, videos, and other evidence when assessing a claim.

11. CONSUMER RIGHTS

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or waived under applicable law.

Where mandatory consumer protection law requires a different remedy, the applicable legal requirement will take precedence.

12. HOW TO SUBMIT A CLAIM

To submit a damaged or defective item claim, contact YGEIA through the official contact information provided on ygeia.co or shop.ygeia.co.

Please include:

Order ID
Photos of the product and packaging
Shipping label
Unboxing video
Description of the damage or defect

Claim Deadline: Within 48 hours of recorded delivery.

Approved Claims: Replacement Only.

No Returns. No Refunds. No Exchanges.

Website: Ygeia Official Website