Refund Policy | Youcgla

Last Updated: 2025.09.19

At Youcgla, we want you to be fully satisfied with your fitness apparel purchase. If you’re not happy with your order, we offer a straightforward refund process aligned with our commitment to transparency and customer care. This Refund Policy outlines the terms, conditions, and steps for requesting a refund, including eligibility requirements, processing timelines, and exceptions. By placing an order with Youcgla, you agree to the terms of this Refund Policy.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

  • Timeframe: You must initiate the refund request within 60 days of the delivery date (as confirmed by the shipping carrier’s tracking information). Requests submitted after 60 days will not be processed.
  • Product Condition: Returned items must be in their original, unused, and undamaged condition with all original tags, packaging, and hygiene accessories intact. This includes:
  • Unwashed and unworn fitness apparel (e.g., leggings, tops, jackets) with the original hygiene sticker/liner attached (where applicable).
  • No stains, tears, odors, or signs of wear on the product.
  • All original accessories (e.g., drawstrings, care labels) included with the item.
  • Proof of Purchase: You must provide a valid order number (found in your order confirmation email or account dashboard) when requesting a refund.
  • Reason for Refund: Refunds may be requested for reasons including (but not limited to):
  • Dissatisfaction with the product (e.g., fit, color, material) that does not qualify as a defect.
  • Accidental order (e.g., ordering the wrong size or duplicate item) — provided the product meets the condition requirements above.
  • Defective or damaged items (see Section 3 for specific terms on defective products).

2. How to Request a Refund

Follow these steps to submit a refund request:

  1. Initiate the Request: Send an email to our customer support team at [email protected] with the subject line “Refund Request – [Your Order Number].” In the email, include:
  • Your full name and the email address associated with your order.
  • Your 8-digit order number (e.g., YCG20250001).
  • The name and SKU of the item(s) you wish to return for a refund (found on the product page or order confirmation).
  • A clear reason for the refund (e.g., “Wrong size ordered,” “Dissatisfied with material”).
  • Optional: Photos of the item (if you’re claiming a defect or damage) to help expedite the review.
  1. Receive Return Authorization (RA): Our team will review your request within 1–2 business days. If approved, we’ll send you a Return Authorization (RA) number and detailed instructions, including:

Note: Do not ship items without an RA number — unapproved returns may be rejected or delayed.

  • The address to ship the returned item(s) to.
  • Guidelines for packaging the item(s) to avoid damage during transit.
  • Notes on return shipping costs (see Section 4 for details).
  1. Ship the Item(s): Package the item(s) securely (preferably in the original shipping box) and clearly mark the RA number on the outside of the package. Drop off the package with a shipping carrier of your choice (we recommend using a trackable service to monitor delivery). Keep the shipping receipt and tracking number for your records — we are not responsible for items lost or damaged in transit.
  2. Confirm Receipt & Inspection: Once we receive your returned item(s) (typically 6–12 business days after shipping, depending on your location), our team will inspect them to verify they meet the eligibility requirements. We’ll notify you via email within 2 business days of inspection with one of the following updates:
  • Approved: Your refund has been processed (see Section 5 for processing timelines).
  • Denied: The reason your refund was denied (e.g., product shows signs of wear, missing tags) — we’ll offer to ship the item back to you at your expense, or you may opt to donate it (we’ll cover disposal costs).

3. Refunds for Defective or Damaged Items

If you receive an item that is defective (e.g., faulty stitching, broken zippers, incorrect print) or damaged during shipping (e.g., torn packaging, bent items), we offer enhanced support:

  • Eligibility: Defect/damage claims must be reported within 7 days of delivery (extended from the standard 60 days for regular refunds) to qualify for a hassle-free refund.
  • No Return Shipping Costs: We will provide a prepaid shipping label for defective/damaged items, so you won’t incur any shipping expenses.
  • Expedited Processing: Defect/damage refunds are prioritized — our team will review your request within 1 business day, and once the item is received, refunds are processed within 24 hours.
  • Alternative Options: Instead of a refund, you may choose to receive a replacement item (if in stock) or store credit for the full value of the item — just note your preference in your refund request email.

4. Return Shipping Costs

  • Regular Refunds (Non-Defective Items): You are responsible for covering the cost of return shipping. We do not reimburse return shipping fees unless the refund is due to an error on our part (e.g., sending the wrong item, incorrect size).
  • Defective/Damaged Items: As noted in Section 3, we provide a prepaid shipping label, so you pay nothing for return shipping.
  • Lost or Damaged Returns: If your returned item is lost or damaged in transit, you must file a claim with the shipping carrier — Youcgla is not liable for items that do not reach our return facility. We recommend purchasing shipping insurance for high-value items.

5. Refund Processing Timelines

Once your returned item is inspected and approved:

  • Refund Initiation: We will issue the refund to your original payment method within 1 business day.
  • Refund Delivery: The time it takes for the refund to appear in your account depends on your payment provider:

Note: Total processing time (from shipping the item to refund appearing in your account) typically ranges from 5–10 business days — this aligns with our standard refund timeline.

  • Credit/debit cards: 3–5 business days (varies by bank).
  • PayPal/Apple Pay/Google Pay: 2–4 business days.
  • Gift cards: 1–2 business days (refunded as store credit to the original gift card).
  • Partial Refunds: If you’re returning only part of an order (e.g., one item from a multi-item purchase), we will issue a partial refund for the value of the returned item(s), minus any applicable return shipping costs (if you’re responsible for them).

6. Exceptions & Non-Refundable Items

The following items are not eligible for refunds under any circumstances:

  • Items that have been worn, washed, or damaged by the customer (beyond normal shipping damage).
  • Items without original tags, packaging, or hygiene liners (where required).
  • Custom or personalized items (e.g., monogrammed apparel) — these are made-to-order and cannot be returned unless defective.
  • Final sale items (marked as “Final Sale” on the product page) — all final sale purchases are non-refundable and non-exchangeable.

7. Refund Cancellations

Once a refund has been initiated (i.e., we’ve sent confirmation that the refund is processed), it cannot be canceled. If you change your mind after shipping the item but before we inspect it, contact us at [email protected] immediately — we may be able to intercept the return and ship the item back to you (you’ll be responsible for return shipping and any additional carrier fees).

8. Contact Us

If you have questions about our Refund Policy, need help with a refund request, or want to check the status of an existing refund, please contact our customer support team:

  • Email: [email protected] (response time: 1–2 business days).
  • Account Dashboard: Log into your Youcgla account to view the status of your refund request (under “Order History”).

We’re committed to making the refund process as smooth as possible — if you encounter any issues, we’ll work with you to resolve them promptly.