Refunds & Returns

01 Your guarantees under the ACL

You are entitled to a replacement or refund for a major failure — for example if the item is unsafe, significantly different from its description, or does not do what we said it would. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

These rights are free. We will never ask you to pay a restocking fee on a faulty item, and we cover return postage when the item is faulty, damaged, incorrect or not as described.

02 Change of mind

On top of your legal rights, you may return most items within 30 days of delivery if you simply change your mind, provided the item is unused, in its original packaging and in resalable condition.

For change-of-mind returns you pay the return postage, and the original shipping charge is not refunded.

03 What cannot be returned for change of mind

Items sealed for hygiene or health reasons once opened (earphones, personal care, underwear), perishable goods, personalised or made-to-order items, digital downloads and gift cards. This does not affect your rights if the item is faulty.

04 How to start a return

Sign in and open the order in My Account, then use “Request refund”, or email yumyum.gyoza.house@gmail.com with your order number and photos of the issue. Please contact us before sending anything back — unauthorised returns can be lost.

We assess every claim within 2 business days and send you a return address and instructions if a return is needed.

05 Damaged, faulty or wrong item

Tell us within 7 days of delivery and include photos of the item and the packaging. We will arrange a replacement or a full refund, including the original shipping, and we pay for the return.

06 Lost or undelivered parcels

If tracking has not moved for 10 business days, or the parcel is marked delivered but you did not receive it, contact us. We will open an investigation with the carrier and resend or refund you once it is resolved.

07 How refunds are paid

Approved refunds are returned to the original payment method within 5–10 business days of us receiving and inspecting the return (or immediately on approval where no return is required). Your bank may take a few extra days to display it.

08 Cancelling an order

You can cancel free of charge any time before the order is dispatched — use the order page or email us. Once it is dispatched, treat it as a return under this policy.