Refund policy

Youto is committed to ensuring your wearing experience is safe and comfortable.

We provide return and refund service within 14 days upon receiving the package. 

In addition, if you face any difficulties or have any question, please reach out to us on Whatsapp/ Email/Ins/Fb for personalized assistance! We’ll make sure you’re fully supported with our supportive team (support@youtolens.com; WA: +852 56124088)

Order Cancellation

If your order has not been processed, you can cancel the order within 2 hours after completing payment via email to our customer service at support@youtolens.com, with your order number, contact info, and reasons to cancel. 

We will process your payment cancellation and refund within 7 bussniess days.

Return & Refund Conditions

If your order has been processed, we provide return and refund service under the following process:

1. Please contact our customer service within 14 days upon receiving the package if you wish to return items (date of arrival according to tracking information). Please do not sent back by you directly.
2. Please provide your detailed order information including contact info, tracking number, and reasons for return.
3. Send back returned items with the original packing to the designated address within 7 days after confirming with customer service.
4. Upon receiving, we would check returned items' condition. If their condition meets the above requirements, we would refund within 7 business days.

Return Fee

Original shipping cost and possible customs duty & tariff associated with the order are not refundable.

It is the customers' responsibility to cover the return shipping cost.

Return Address

Once we accept the return, please do not return to the address on our website or the address on the package. We have specific warehouse to handle the returns and exxchanges. Please confirm with our customer service and send back to the designated address.

Refund is not available for the cases below.

• If the item was not purchased from Youto.
• If the product was intentionally damaged.
• If the product has been used, opened.
• If the delivery status shows “Delivered” with the Proof of the delivery to the correct address and, even if the customer claims non-receipt.
• If the package was returned due to customer-related reasons (e.g., incorrect address, recipient unavailable, etc.)
• Gift cards and coupon cannot be refunded or redeemed for cash.