Yenla Refund Policy
At Yenla, we strive to ensure that you have a seamless experience while using our platform. However, we understand that sometimes things may not go as expected. This **Refund Policy explains when and how refunds are issued for purchases made through the Yenla platform.
By using Yenla, you agree to the terms outlined below.
1. Eligibility for Refunds
Refunds may be issued under the following circumstances:
Incorrect or Missing Items
If you receive items that are incorrect, missing, or significantly different from what you ordered, you are entitled to a refund or replacement. Please notify us within 24 hours of receiving your order.
Damaged or Defective Products
If any items arrive damaged or defective, you can request a refund by providing evidence (such as photos) of the damage within 24 hours of delivery. Yenla will review the claim and issue a refund if valid.
Undelivered Orders
If your order is not delivered within the expected time frame or is canceled by Yenla, you are eligible for a full refund. Please allow 48 hours for processing in such cases.
Failed Transactions
In cases where a transaction fails but your payment is processed, you will be eligible for a refund. Please report this issue within 24 hours to initiate a refund.
2. Non-Refundable Situations
Refunds will not be issued under the following conditions:
- Change of Mind: Once an order is placed and processed, cancellations or refunds due to a change of mind are not permitted.
- Late Delivery Due to External Factors: Delays caused by traffic, weather, or other external factors beyond Yenla's control do not qualify for a refund.
- Incorrect Information: If a user provides incorrect delivery information, Yenla will not be responsible for undelivered items, and no refund will be issued.
- Food Preferences: Refunds will not be provided for personal preferences, such as the taste or quality of food, unless it is spoiled or inedible.
3. Refund Process
How to Request a Refund
To request a refund, follow these steps:
1. Go to the Help & Support section in the Yenla app.
2. Select "Report an Issue" under your specific order.
3. Provide details about the issue and upload any supporting evidence, such as photos of damaged items.
4. Our team will review your request and notify you within 48 hours regarding the status of your refund.
Refund Approval
Once your refund request is approved, you will be notified via the app or email. The refund will then be processed using the original payment method.
4. Refund Time Frames*
Refunds will be processed according to the following timelines:
- Mobile Money (MTN or Orange): Refunds will be processed within **48 hours of approval.
- Credit/Debit Cards: Refunds will be processed within **5-7 business days after approval.
- Cash on Delivery: Our customer support team will contact you to arrange a refund or store credit.
Please note that processing times may vary based on your payment provider or financial institution.
5. Partial Refunds
In some cases, only a partial refund may be issued. For example:
- If part of your order is correct and part is incorrect, Yenla may refund you only for the incorrect items.
- For orders where a small amount of damage is reported, such as cosmetic damage to packaging, partial refunds may be provided at Yenla's discretion.
6. Order Cancellations
User-Initiated Cancellations
If you wish to cancel an order, you must do so before the order has been processed by the merchant. Once an order has been accepted by the merchant, cancellations are no longer possible, and refunds will not be issued.
Yenla-Initiated Cancellations
If an order is canceled by Yenla due to stock unavailability or any other reason, a full refund will be provided.
7. Disputes and Complaints
If you are dissatisfied with a refund decision, you may escalate the issue by contacting our customer support team. We will work with you to resolve any disputes and ensure your satisfaction.
- Email: [support@yenla.shop]
- Phone: [+237 653142843]
8. Contact Us
If you have any questions or need assistance with a refund, please contact our support team:
- Email: [support@yenla.shop]
- Phone: [+237 653142843]
- Live Chat: Available in the Yenla app.
This Refund Policy ensures that Yenla operates fairly and transparently in handling refunds while maintaining the highest quality of service for our users.
