Refund policy

Last updated: [11/12/2025]

Thank you for shopping with Yelvio, operated by TWO CHAPTERS STUDIOS OÜ.
This Return & Refund Policy describes how returns, withdrawals and refunds are handled when purchasing products from our online store.

This policy should be read together with our General Terms and Conditions, Shipping Policy, and Warranty & Complaints Procedure.

1. 14-Day Right of Withdrawal (EU Consumers)

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.

To exercise this right, you must notify us in writing within 14 days of delivery by emailing: support@yelvio.com

The product may be inspected only as you would in a physical shop.
If the product has been used more than necessary to determine its nature, characteristics or functioning, we may reduce the refund amount to reflect the loss in value.

The customer must return the goods within 14 days of submitting the withdrawal notice or provide proof of having handed the goods to a courier.

Return shipping costs for withdrawal (change of mind) are borne by the customer.

2. 30-Day Yelvio Return Policy

Beyond the statutory 14-day withdrawal period, Yelvio offers a 30-day return window from the date of delivery.

To be eligible for a return, products must be:

  • Unused and in the same condition as received
  • Free of wear, damage or marks
  • Complete with all accessories
  • In their original packaging
  • Accompanied by proof of purchase

Returns sent without prior approval may not be accepted.

3. Return Shipping Costs

Return shipping costs depend on the reason for return:

We cover return shipping if:

  • The wrong item was delivered
  • The product arrived damaged
  • The product is defective
  • The product does not match the description or order

The customer covers return shipping if:

  • They changed their mind
  • They ordered the wrong item by mistake
  • They wish to return during the 30-day policy (after the 14-day EU withdrawal period)

Return labels or instructions will be issued once your return request is approved.

4. Sale Items

Sale items are returnable under the standard conditions unless clearly marked as “Final Sale.”

Final Sale items cannot be returned unless they are:

  • defective,
  • damaged, or
  • not as described.

This protects both customers and the integrity of your sales events while keeping the store EU-compliant.

5. Returns Process

To initiate a return, please contact:
📧 support@yelvio.com

Include:

  • Order number
  • Item(s) you want to return
  • Reason for return
  • Photos if the item arrived damaged or incorrect

Once approved, we will provide return instructions and, if applicable, a prepaid return label.

6. Refunds

Once we have received and inspected your return, we will notify you of the approval or rejection of your refund.

If approved:

  • A refund will be issued to your original payment method
  • Refund processing may take up to 10 business days
  • Your bank or card issuer may require additional time to post the refund

We may reduce the refund amount if the product has been used or damaged beyond what is necessary for normal inspection.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@yelvio.com

7. Non-Returnable Items

For hygiene, safety or legal reasons, the following cannot be returned unless defective:

  • Products specifically marked as Final Sale
  • Customised or personalised products 

We do not sell perishable goods, hazardous materials or items with sealed hygiene protections, so these restrictions do not currently apply.

8. Damaged or Defective Products

If the product you received is:

  • defective,
  • damaged, or
  • not the product you ordered,

Please notify us within 48 hours of delivery at support@yelvio.com including photos of:

  • the product,
  • the packaging, and
  • the shipping label.

We will arrange a replacement or refund and cover return shipping.

9. Return Address

Returns must be sent to:

TWO CHAPTERS STUDIOS OÜ
Katusepapi tn 16b

11412 Tallinn
Harju maakond
Estonia

Please do not send returns before receiving approval.

10. Contact Information

For any return-related questions, contact:

📧 support@yelvio.com
📞 +372 5371 7219

We aim to respond within 2–3 business days.