Refund & Warranty

Warranty Terms
The maintenance terms shown on the company website or invoices are for quick reference only. The maintenance details of licensed products are subject to the information published by the manufacturers. The company will strive to ensure accuracy of the maintenance information, but will not be responsible for any loss caused by information mistakes.
Return & Refund
  • All items sold are not returnable or refundable.
  • The product is subject to price volatility, and the selling price is subject to the moment the order is placed, and the difference will not be refunded if there are price adjustments or promotions afterwards.
  • If the customer transfers the account incorrectly, the excess amount can only be transferred to the points for next purchase. If the customer insists on a refund, a $50 administrative fee will be charged each time. It is recommended that customers ensure the amount to be transferred beforehand.
  • If it is not because of factory's delay in delivery, the order cannot be cancelled once the payment is confirmed. If the company fails to deliver on time due to the factory's delay in delivery, the customer can apply for a full refund. It will be returned according to the original payment method.

    Bank transfer refund: It usually takes 5 working days to complete the entire refund process.
    Credit card refund: It usually takes 3-5 working days to complete the refund application. The credit card company will deposit the refund within 2 weeks after receiving the refund application.
    Octopus refund: Refund is limited to YOHO points only. It usually takes 5 working days to complete the entire refund process.
     
    *It may take a longer time during peak season and large-scale promotion period.
  • Customers are advised to check the content of the parcel immediately after receiving the goods. If there is any suspected omission, please report via email or online customer service within 48 hours, and provide relevant photos for follow-up. Yoho will not accept any claims beyond this recourse period.
7-Day Manufacturer Defective Guarantee Policy
If the product is confirmed to have factory defects after inspection, the customer can replace the product with the same model within 7 days (must meet the following conditions), and can only be replaced once per purchase. Customers must bring the products to the store to arrange inspection and replacement. Our role is a retailer, and the guarantee content and process are entirely depends on the brand owner or distributor.

  1. The packaging of the goods must be intact, without any damage or scratches;
  2. The serial number of the product (if any) must match the information on the invoice.
  3. If the replaced goods are not in stock, the customer can replace other goods of the same value.
  4. When replacing the goods, the customer must present a valid invoice, receipt, and an unfilled warranty.
  5. The product to be returned may be required to be inspected by authorized dealer to confirm that product has indeed failed to meet the manufacturer’s standards. In such case, Yoho have the right to request customers to directly send product to authorized dealer’s service centre for inspection.
  6. Some manufacturers require our company must receive the inspection paper issued by the manufacturer before replacing it for customers. Generally, mobile phones, tablets, computers, and large home appliances require the inspection paper to prove that no artificial damage.
  7. If customers require returns because the goods are subject to price fluctuations in the market, change of limited time discount offers, or/and software problems, this guarantee policy does not apply.
  8. Customers must return the gifts that were included with the purchase, otherwise we will need to deduct the value of the gifts.
  9. This replacement guarantee does not apply to:
  • Goods damaged due to accidental damage or negligence damage, and improper use of goods.
  • The screen is dusty, and with less than four points of bright spots/light spots/dead spots are not in the replacement range. The uneven backlight of the electronic ink screen is not in the scope of replacement.
  • Accessories of the products.
  • Goods which have no relevant invoice or/and receipt or/and unfilled warranty.
  • Registered software products.
  • Products that are damaged or/and scratched.
  • Products that have been registered for warranty.
  • A rooted mobile phone or electronic device.
  • Certain products such as Apple, Nintendo and Sony Playstation are only available for official maintenance and no replacement of new products by retailers.
  • Certain consumable products such as screen protection cover, cosmetics and skin care products, thermal water cups, etc.
  • If you encounter problems with wireless connection or APP operation, customers have to contact the brand or distributor for follow-up directly. Due to the large number of products, the connection method and the complex combination of devices, the frontline staff of our company cannot test whether the product quality meets the production standards. Common situations such as the router signal is not strong enough, the Bluetooth headset cannot be paired, and the APP cannot control the product, etc.
  • Large home appliances such as ovens, refrigerators, air conditioners, etc. Some of which involve installation, brand owners or distributors have designated inspection and replacement procedures.
Product Problem Report Form
Before filling out the product problem report form, please make sure you have read the "Returns and Refunds" and "7-Day Manufacturer Defective Guarantee Policy" in detail.

— When the delivery date has exceeded 7 days: If the product is within the warranty period, please contact our online customer service team to obtain the supplier's information.

— Within 7 days after the date of receipt: If you find that the quality of the product does not meet the production standards, please fill in the following form, we will acknowledge by email within 2 working hours*, and the result will also be provided by email within 2 working days.

Please note:
* Defected items may require supplier's inspection to confirm that the quality of the product does not meet the production standards. Yoho reserves the right to ask you to go to the maintenance center of the designated supplier to test the product, or supplier may contact you directly for follow-up.
* Certain products such as Apple, Nintendo and Sony Playstation are only available for official maintenance and no replacement of new products by retailers. For details, please refer to the warranty terms on the receipt.
* Please preserve the full packing of the product. 
* The working hours refers to 10:30 am to 7:30 pm from Monday to Friday. After confirming your report, we need to follow up with relevant teams and suppliers, thank you for your patience and understanding.


Product Problem Report Form (English)