Dispute & Chargeback Policy

Effective Date: August 2026

YGEIA is committed to reviewing legitimate order concerns fairly and maintaining accurate records for all transactions processed through shop.ygeia.co.

This Policy explains how YGEIA handles order disputes, payment disputes, and chargebacks.

Customers experiencing an issue with an order are encouraged to contact YGEIA promptly so that the matter can be reviewed under the applicable YGEIA policy.

1. CONTACT YGEIA REGARDING ORDER ISSUES

If you experience an issue with your order, please contact YGEIA and provide your Order ID together with relevant information regarding the issue.

Depending on the nature of the concern, the matter may be handled under our:

  • No Return, Refund & Exchange Policy

  • Damaged Item Replacement Policy

  • Shipping Policy

  • Customs, Duties & Import Tax Policy

  • Payment & Fraud Protection Policy

Contacting YGEIA allows us to review available order, payment, shipping, and delivery information and determine the appropriate response under our policies and applicable law.

2. FINAL SALE POLICY

Unless otherwise required by applicable law, all YGEIA purchases are final sale.

YGEIA does not accept returns, refunds, or exchanges for change of mind, personal preference, ordering errors, or other reasons covered by our No Return, Refund & Exchange Policy.

Initiating a payment dispute does not automatically override the terms applicable to the original purchase.

3. DAMAGED OR DEFECTIVE ITEMS

If an item is received damaged or defective, the customer must submit a claim to YGEIA within 48 hours of the carrier's recorded delivery time.

Eligible and approved claims are subject to our Damaged Item Replacement Policy and qualify for replacement only, except where another remedy is required by applicable law.

Customers may be required to provide photographs, packaging evidence, the shipping label, and a clear unboxing video to support the claim.

4. DELIVERY CONFIRMATION

YGEIA primarily ships international orders through DHL Express.

When DHL or another authorized carrier records a shipment as Delivered, YGEIA may rely on the carrier's delivery records as evidence that delivery occurred.

Relevant delivery evidence may include:

  • Tracking history

  • Delivery date and time

  • Delivery status

  • Proof of delivery

  • Recipient or delivery information made available by the carrier

  • Courier investigation records

  • Other available carrier documentation

If a customer cannot locate a shipment marked as Delivered, the customer should promptly contact DHL and YGEIA so that available delivery information can be reviewed.

5. LOST OR MISSING SHIPMENTS

A shipment will not automatically be considered lost solely because tracking has not updated for a period of time.

Where appropriate, YGEIA may initiate or assist with a DHL investigation before determining the status of the shipment.

Customers are expected to reasonably cooperate with any carrier investigation, including providing information requested by DHL or YGEIA.

6. CUSTOMS & IMPORT-RELATED DISPUTES

International orders shipped from Bali, Indonesia may be subject to customs duties, import taxes, VAT/GST, brokerage fees, or other destination-country charges.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.

Refusal or failure to:

  • Pay applicable import charges

  • Complete customs clearance

  • Provide required customs information

  • Accept delivery

  • Collect a shipment

does not automatically create eligibility for a refund, return, or exchange.

Please refer to our Customs, Duties & Import Tax Policy for full conditions.

7. REFUSED, UNCLAIMED OR RETURNED SHIPMENTS

If an order is refused, unclaimed, abandoned, or returned to sender because of customer action or inaction, YGEIA may provide the relevant tracking, delivery-attempt, customs, and courier records when responding to a payment dispute.

Such orders remain subject to YGEIA's applicable Shipping, Customs, and No Return, Refund & Exchange Policies, except where otherwise required by law.

8. UNAUTHORIZED TRANSACTION CLAIMS

If a customer believes a payment method was used without authorization, the customer should contact their payment provider and YGEIA promptly.

YGEIA may review available transaction information and cooperate with Shopify, payment processors, financial institutions, fraud-prevention providers, or appropriate authorities where permitted or required by law.

YGEIA may provide relevant transaction records when responding to an unauthorized-payment claim.

9. CHARGEBACK EVIDENCE

If a chargeback or payment dispute is initiated, YGEIA reserves the right to submit relevant evidence to the payment processor, card network, financial institution, or other dispute-resolution provider.

Evidence may include:

  • Order confirmation

  • Transaction information

  • Billing and shipping information

  • Fraud-screening or verification records

  • Customer communications

  • Product information

  • Applicable store policies

  • Shipping records

  • DHL tracking history

  • Proof of delivery

  • Delivery-attempt records

  • Customs information

  • Damaged-item claim documentation

  • Photographs or videos submitted in connection with a claim

  • Other records relevant to the transaction or dispute

The final outcome of a chargeback is determined by the applicable payment processor, card network, financial institution, or dispute-resolution provider.

10. FALSE OR MISLEADING CLAIMS

Customers must provide accurate and truthful information when submitting an order concern, damaged-item claim, payment dispute, or chargeback.

YGEIA reserves the right to challenge claims that are materially inconsistent with available transaction, delivery, customer communication, or other relevant evidence.

Where there is reasonable evidence of fraud, intentional misrepresentation, or repeated policy abuse, YGEIA may restrict or refuse future transactions where permitted by applicable law.

11. RECORD RETENTION

YGEIA may retain relevant transaction, shipping, delivery, claim, and customer communication records for legitimate purposes including:

  • Payment processing

  • Fraud prevention

  • Chargeback defense

  • Dispute resolution

  • Accounting

  • Legal compliance

  • Protection of YGEIA's legitimate business interests

Personal information will be handled in accordance with our Privacy Policy and applicable law.

12. CONSUMER RIGHTS

Nothing in this Policy prevents a customer from exercising any payment-dispute, consumer-protection, or other legal right that cannot lawfully be waived or restricted.

Nothing in this Policy guarantees that YGEIA will prevail in a payment dispute or chargeback.

Any dispute will be reviewed according to the applicable transaction evidence, payment-provider rules, YGEIA policies, and applicable law.

13. CONTACT

For an order-related concern, please contact YGEIA through the official contact information provided on ygeia.co or shop.ygeia.co.

Customer Support
For faster assistance, please include your Order ID at the beginning of your email when contacting our customer support team at wecare@ygeia.co.

Website: Ygeia Official Website