Refund policy

We have a 60-day return policy, which means you have 60 days from the date you receive your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it: **unopened, unused, with its hygiene seal intact, with all tags, and in its original packaging**. You will also need the receipt or proof of purchase.

For hygiene and safety reasons, skincare and makeup products that have been **opened, unsealed, tested, or used cannot be returned**, unless they have a manufacturing defect.

To start a return, contact us at info@yura.com.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at info@yura.com.

## Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item (for example, a different shade or reference than the one you ordered), so that we can evaluate the issue and make it right. We recommend attaching photos of the product and packaging to speed up the process.

## Skin reactions

If you experience an adverse skin reaction to one of our products, stop using it immediately and contact us at info@yura.com, indicating the product concerned and, if possible, a description or photo of the reaction. Each case will be reviewed individually. We always recommend performing a patch test on a small area of skin before first use, as indicated in our usage instructions.

## Exceptions / non-returnable items

For hygiene and health protection reasons, we cannot accept returns of:

* Skincare, cosmetic, or makeup products that have been **unsealed, opened, or used** after delivery
* Products whose **hygiene seal** has been removed or damaged
* Custom or personalised products
* Sets or bundles whose contents have been partially opened

Unfortunately, we also cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

## Exchanges

The fastest way to ensure you get what you want (for example, a different makeup shade) is to return the item you have — provided it meets the eligibility conditions above — and once the return is accepted, make a separate purchase for the new item.

## 14-day withdrawal period (European Union)

Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

**Important exception:** in accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal **does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery**. This includes skincare and makeup products whose seal has been removed.

As above, your item must be in the same condition that you received it: unopened, unused, with its seal intact, and in its original packaging. You will also need the receipt or proof of purchase.

## Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@yura.com.