Refund policy


Last updated: October 21, 2026
Thank you for shopping with YAMAI. We take great pride in our handmade, cold-process soaps. Because our products are personal care items, we have established the following policy regarding returns, exchanges, and refunds.
1. Consumer Protection & Defective Items (Australian Consumer Law)
Your purchase comes with statutory guarantees that cannot be excluded under the Australian Consumer Law (ACL).
  • Damaged or Defective Items: Please inspect your order as soon as you receive it. If a product is broken, defective, or incorrect, please contact us immediately.
  • Resolution: In accordance with the ACL, we will review your claim promptly and offer a repair, replacement, or refund as required by law.
  • Image & Video Verification: To protect our business against fraudulent claims, all reports of damaged or defective items must include clear, high-resolution photographs or video evidence. We carefully inspect all submitted media using advanced verification methods. We reserve the right to reject any claim if the provided images or videos show signs of digital manipulation, AI generation, or editing. In certain cases, we may require the item to be physically returned to us for inspection.
2. Change of Mind Returns (Australia & New Zealand)
If you change your mind about a purchase, you have 14 days from the date you received the item to request a return, subject to the following strict conditions:
  • Hygiene & Safety Restrictions: Due to the personal care nature of our products and for hygiene and safety reasons, we can only accept change-of-mind returns for items that are completely unopened, unused, and in their original sealed packaging. We cannot accept returns for any soap or product that has been opened, unwrapped, or handled.
  • Return Shipping: The customer is responsible for all return shipping costs for change-of-mind returns. Shipping charges from the original purchase are non-refundable. All returns must be approved by us in writing before shipment.
3. Natural Product Variations (Handmade Soap Disclaimer)
Our soaps are traditionally crafted by hand using the cold-process method. Because of this natural artisan process:
  • Slight variations in color, scent, shape, and texture are completely normal and are expected between different batches.
  • These minor, cosmetic variations are a testament to the natural ingredients and handmade nature of the product and do not constitute a defect or damage.
4. Ingredients & Product Allergies
All ingredients used in our products are clearly listed on our website and product packaging.
  • Customer Responsibility: By purchasing our products, you acknowledge that you have read and reviewed the ingredient list.
  • Precaution: We highly recommend performing a small patch test on your skin before full use, especially if you have sensitive skin or known allergies. YAMAI is not responsible for individual allergic reactions to ingredients listed prior to purchase.
5. European Union 14-Day Cooling-Off Period (Right of Withdrawal)
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.
  • Exception for Hygiene Goods: In accordance with EU law, this right of withdrawal does not apply to sealed goods that have been unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons (such as unwrapped or used soaps). Items must be returned unopened, unused, with tags, and in original packaging. You are responsible for the return shipping costs.
6. Refunds Processing
Once we receive and inspect your authorized return, we will notify you whether the refund has been approved.
  • If approved, your refund will be automatically processed back to your original payment method within 10 business days.
  • Please note that your bank or credit card company may require additional processing time to post the refund to your account.
7. Contact Us
To report a damaged item, start an authorized return, or ask any questions about this policy, please contact us at:
https://yamai.com.au/pages/contact