This document is provided for informational purposes. Official legal information (company name, registration number, registered office, publisher, host) must be completed by AYO before publication.
1. Cancellation before shipping
A shipment can be cancelled as long as the parcel has not been handed to the carrier.
2. Cancellation after shipping
Once the parcel has been handed to the carrier, the shipment can no longer be cancelled. A return request may be reviewed on a case-by-case basis and may be billed.
3. Loss or damage
In the event of confirmed loss or damage, compensation may be paid within the limits provided by applicable regulations.
The request must be accompanied by the tracking number and proof of value.
4. Processing times
Requests are processed within [To be completed by AYO] business days after receipt of the complete file. The refund is issued to the original payment method.
5. Exclusions
Excluded are delays related to customs formalities, force majeure events, and address errors attributable to the customer.