Refund & Cancellation Policy

Last updated: 29 June 2026

 

This policy applies to purchases made directly through by Yema.

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Change of mind for physical products

 

For most physical products bought online, you have 14 days from the day after you receive your order to tell us that you want to cancel.

You then have another 14 days to return the item to us.

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Returned items must be unused, in their original condition and packaged safely.

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You are responsible for return postage unless the item is faulty, damaged or incorrect.

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Once we receive the returned item, or you provide proof that you have sent it back, we will process any refund due within 14 days.

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We will refund the standard delivery cost where required by law. If you paid for a more expensive delivery option, we only need to refund the standard delivery amount.

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Items that cannot usually be returned for change of mind

 

Some items cannot usually be returned unless faulty. This may include:

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• Personalised items

• Custom-made items

• Digital products once accessed or downloaded

• Sealed hygiene or cosmetic products once opened

• Items that have been used

• Items damaged after delivery by handling beyond what is needed to inspect them

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Signed books may be returned if they are standard signed copies and still in resaleable condition. Personalised signed books, such as books made out to a specific name or containing a personal dedication, may not be returnable unless faulty.

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Faulty, damaged or incorrect items

 

If your item arrives faulty, damaged or incorrect, contact us at [insert email address] within 14 days of receiving it.

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Please include your order number, a description of the issue and photographs where helpful.

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We will offer a replacement, repair, refund or other suitable solution depending on the circumstances and your legal rights.

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Cancelling services

 

For services booked online, you may have a 14-day cancellation period unless the service has already begun at your request or has been completed with your agreement.

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If you cancel after work has started, we may charge for the work already completed, preparation time, strategy work, calls, research, planning, design work or other service delivery carried out before cancellation.

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If you miss a booked call or appointment without giving notice, the fee may be non-refundable unless we choose otherwise.

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How to cancel

 

To cancel an order or service, email us at [zen@byyema.co.uk] with:

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• Your full name

• Order number or booking reference

• The product or service you want to cancel

• The date of purchase

• A clear statement that you wish to cancel

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You may use the cancellation form below, but you do not have to.

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