Return and Exchange Policy
INTRODUCTION
Returns can be requested within 7 days from the date you receive all items in your order.
For eligible returns, refunds will be processed after inspection to the original payment method. Unfortunately, we do not cover return shipping at this time. Customers are responsible for arranging and paying for the return shipment.
Please note that shipping fees, including expedited shipping charges, are non-refundable in the event of a return. If your order qualified for free shipping, the actual outbound shipping cost we incurred may be deducted from any eligible refund.
For hygiene and safety reasons, returned items must be unworn, unwashed, unused, unaltered, and returned with all original packaging, tags, and hygiene liners/seals intact where applicable. Items that are damaged, worn, stained, scented, washed, missing tags, or returned without original packaging may not be accepted.
Loose threads, minor packaging marks, or tiny slight stains that do not affect the normal use of the product may not be considered quality issues.
Important Notice: The return address is not the same as the address on the shipping label. Please do not return any item without first contacting us and obtaining the correct return address.
We have zero tolerance for fraudulent or malicious orders. Any fraudulent activity may be reported to the relevant authorities.
HOW TO RETURN AN ITEM?
Please email us at: knox@yes-voice.com
In your email, please include:
Your order number
The item(s) you would like to return
The reason for the return
Clear photos if the item is defective, incorrect, or damaged
Please note that only one return request can be submitted per order.
Once we receive your request, we will review it and provide return instructions within 48 business hours.
For eligible non-defective returns, refunds will be processed after inspection to the original payment method. Original shipping costs are non-refundable. If your order qualified for free shipping, the actual outbound shipping cost may be deducted. A US$6 restocking fee per item may apply.
For confirmed defective or incorrect items, we may offer a replacement, exchange, or refund to the original payment method at our discretion.
HOW TO CANCEL MY ORDER?
It may be possible to cancel an order within 2 hours of placing it. Please email us at knox@yes-voice.com as soon as possible to request a cancellation.
Please note that a 5% order cancellation processing fee may apply.
Once an order begins processing in our system, we may not be able to cancel or amend it. Please check your order details carefully before placing an order. By placing an order, you agree to follow and abide by these terms.
HOW DOES RETURN PROCESSING WORK?
Return delivery to our warehouse typically takes 2–3 weeks depending on the destination, carrier, and customs processing.
After the returned parcel is received, inspection and refund processing may take up to 2–3 weeks.
For eligible returns, refunds will be issued to the original payment method after inspection. Original shipping costs are non-refundable. If your order qualified for free shipping, the actual outbound shipping cost may be deducted. A US$6 restocking fee per item may apply.
EXCHANGES
We understand that sizing or preferences may not always work out perfectly.
Items eligible for exchange must be in their original condition: unworn, unwashed, unused, unaltered, and returned with all original tags, packaging, and hygiene liners/seals intact where applicable.
Exchanges are subject to product availability. Customers are responsible for the shipping costs related to exchanges unless the item received was confirmed to be defective or incorrect.
FINAL SALE & CUSTOM ORDER
Products marked as Final Sale are not eligible for return or exchange.
Custom-made, personalized, or made-to-order items are non-refundable and non-exchangeable unless they are confirmed to be defective or incorrect.
For hygiene reasons, certain intimate, opened, worn, washed, or tried-on items may not be eligible for return or exchange.
WHOLESALE ORDERS
We do not accept returns or exchanges for wholesale orders.
Wholesale orders are often offered at discounted prices compared to retail orders, with the understanding that the sale is final. We recommend ordering a few pieces at the original retail price first to check the quality, fit, and sizing before placing a wholesale order.
OTHER IMPORTANT INFORMATION
If a parcel is refused at delivery, unclaimed, or cannot be delivered due to customer-related reasons, such as an incorrect or incomplete address, failure to arrange re-delivery, or failure to collect the parcel from a pickup point in time, the customer may be responsible for all return shipping costs and carrier handling fees.
Where applicable, these costs may be deducted from any eligible refund or charged before reshipment.
We are unable to issue refunds for parcels that are refused, unclaimed, or undeliverable and cannot be returned to us. This may include cases where the parcel is treated as abandoned, destroyed by the carrier, or where return-to-sender service is not available in the destination country. In these cases, the order will be treated as completed.
If you would like us to ship your order again after a refused, unclaimed, or failed delivery, a new shipping fee will be required.
STILL NEED HELP?
Please contact us at knox@yes-voice.com.
We will be happy to assist you.