Effective Date: 18 March 2025 Last Updated: 31 Aug 2025

REFUND POLICY

1. General Policy

We stand behind our products and are committed to customer satisfaction. However, as with any software and physical products, we understand that products may not work perfectly for everyone at all times. This policy outlines the circumstances under which refunds may be granted while protecting both customer and company interests under UK law.

This policy applies to:

  • Digital software products and services
  • Physical products sold through Yoctobe (yoctobe.com)
  • Physical products sold through MintGear (mintgear.co.uk)

2. Eligibility Criteria

2.1 Technical Issues (Digital Products)

Refunds may be granted for technical issues only if:

  • You have identified a reproducible bug or system malfunction
  • The issue renders the software substantially unusable for its intended purpose
  • You have provided us with reasonable opportunity to resolve the issue (minimum 5 business days)
  • You have provided detailed documentation including screenshots, error messages, and system specifications
  • The issue is not caused by third-party software, hardware incompatibility, or user error

2.2 Physical Product Issues

Refunds may be granted for physical products if:

  • Product arrives damaged or defective
  • Product is significantly different from description
  • Product fails to function as advertised within 30 days of receipt
  • Manufacturing defects are present
  • You have provided photographic evidence of the issue
  • Product is returned in original packaging (where applicable)

2.3 Time Limitations

Digital Products:

  • Full refunds: Must be requested within 14 days of original purchase date
  • Partial refunds: Must be requested within 14 days of original purchase date
  • No refunds will be processed after the 14-day period expires

Physical Products:

  • Full refunds: Must be requested within 30 days of delivery confirmation
  • Partial refunds: Must be requested within 30 days of delivery confirmation
  • Defective products: Up to 12 months from purchase date under UK consumer law

Time is calculated from the date of purchase confirmation for digital products, or delivery confirmation for physical products.

2.4 Partial Refunds

Partial refunds may be granted when:

Digital Products:

  • The core software functions correctly but specific modules/extensions have unresolvable technical issues
  • The affected modules constitute a separate, identifiable component with distinct pricing
  • All other eligibility criteria under Articles 2.1 and 2.3 are met
  • Refund amount equals the proportional cost of the affected module(s) only

Physical Products:

  • Product functions but has cosmetic damage that doesn’t affect functionality
  • Accessories are missing but main product works correctly
  • Product works but doesn’t meet exact specifications described

3. Exclusions

3.1 Non-Refundable Circumstances (Digital Products)

No refunds will be granted for:

  • Change of mind or buyer’s remorse
  • Accidental purchases (customers are expected to understand their purchases)
  • Failure to use the product after purchase
  • Compatibility issues with unsupported systems or software
  • Issues arising from third-party software, plugins, or integrations
  • Customization or configuration services already performed
  • License violations or misuse of the software

3.2 Non-Refundable Circumstances (Physical Products)

No refunds will be granted for:

  • Change of mind after the return period expires
  • Normal wear and tear
  • Damage caused by misuse, accident, or negligence
  • Products that have been modified or altered
  • Consumable items that have been used (unless defective)
  • Custom or personalized products (unless defective)
  • Products damaged during return shipping due to inadequate packaging

3.3 Services and Digital Content

  • Consulting services: Non-refundable once commenced
  • Custom development: Non-refundable once work begins
  • Training services: Non-refundable once delivered
  • Digital downloads: Non-refundable once download link is accessed

4. Returns Process (Physical Products)

4.1 Return Authorization

  • Contact support at contact@yoctobe.com before returning any physical product
  • Obtain Return Merchandise Authorization (RMA) number
  • Returns without RMA numbers will not be processed
  • Return shipping costs are customer’s responsibility unless product is defective

4.2 Return Packaging Requirements

  • Products must be returned in original packaging when possible
  • Include all accessories, manuals, and documentation
  • Package securely to prevent damage during shipping
  • Include RMA number clearly visible on package exterior

4.3 Return Inspection

  • All returned products undergo inspection upon receipt
  • Refunds processed only after successful inspection
  • Products showing signs of misuse or damage may incur restocking fees
  • Inspection results communicated within 3 business days of receipt

5. Process and Procedure

5.1 Refund Request Process

  • Contact our support team at contact@yoctobe.com within the eligible timeframe
  • Provide detailed description of the issue with supporting documentation
  • Allow our technical team reasonable time to attempt resolution (minimum 5 business days for digital, 3 business days for physical)
  • If resolution is not achieved, formal refund request will be processed

5.2 Documentation Requirements

All refund requests must include:

For All Products:

  • Order number and purchase date
  • Detailed description of the issue
  • Evidence of troubleshooting steps already attempted

For Digital Products:

  • Screenshots or screen recordings of the problem
  • System specifications and environment details

For Physical Products:

  • Clear photographs showing the issue
  • Proof of delivery confirmation
  • RMA number (for returns)

5.3 Response Time

  • Initial response: Within 2 business days
  • Technical resolution attempt: 5-10 business days (digital), 3-5 business days (physical)
  • Refund processing: 7-14 business days after approval

6. Refund Method and Processing

6.1 Refund Method

  • Refunds will be issued to the original payment method used for purchase
  • Bank transfer refunds may incur processing fees deducted from refund amount
  • Refunds cannot be issued as credit, vouchers, or alternative products unless specifically requested

6.2 Processing Time

  • Card refunds: 5-10 business days
  • Bank transfers: 3-5 business days
  • PayPal refunds: 1-3 business days

6.3 Restocking Fees

Physical products may be subject to restocking fees:

  • Opened but undamaged products: 10% restocking fee
  • Products missing accessories: 15% restocking fee
  • Products showing signs of use: 20% restocking fee
  • Custom or special-order products: 25% restocking fee

7. Marketplace-Specific Terms

7.1 Yoctobe (yoctobe.com)

  • Standard return policy applies to all physical products
  • Electronics have additional 12-month warranty coverage
  • Bulk orders (10+ items) subject to special return terms
  • Free return shipping for defective products only

7.2 MintGear (mintgear.co.uk)

  • Specialized equipment subject to manufacturer warranty terms
  • Technical support provided for setup and configuration issues
  • Professional-grade products have extended 60-day return window
  • Installation services non-refundable once commenced

8. Legal Framework

8.1 UK Consumer Rights

This policy operates within the framework of UK consumer protection laws, including:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Sale of Goods Act 1979 (as amended)
  • Distance Selling Regulations

8.2 Limitation of Liability

  • Our liability is limited to the purchase price of the affected product
  • We are not liable for consequential damages, lost profits, or business interruption
  • This policy does not affect your statutory rights under UK consumer law
  • Physical products are covered by manufacturer warranties where applicable

9. Dispute Resolution

9.1 Internal Resolution

  • All disputes should first be addressed through our customer support channels
  • Escalation to management level available upon request
  • Mediation services may be offered for complex disputes

9.2 External Resolution

  • Disputes may be referred to relevant UK consumer protection agencies
  • Alternative Dispute Resolution (ADR) services available through approved providers
  • UK courts retain jurisdiction for legal proceedings

10. Policy Updates

10.1 Amendments

  • This policy may be updated periodically to reflect legal changes or business requirements
  • Material changes will be communicated to customers via email or website notice
  • Continued use of services after policy updates constitutes acceptance

10.2 Grandfathering

  • Purchases made under previous policy versions remain subject to those terms
  • Policy changes do not retroactively affect existing purchases

11. Contact Information

Support Team: contact@yoctobe.com
Business Address: Yoctobe Ltd, 49 Jamaica Street, Liverpool, L1 0AH, UK
Company Registration: 16256967
Yoctobe Website: yoctobe.com
MintGear Website: mintgear.co.uk

12. Governing Law

This policy is governed by the laws of England and Wales. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

Note: This policy is designed to comply with UK consumer protection laws while protecting legitimate business interests. Customers are advised to read this policy carefully before making purchases. If you have questions about this policy, please contact our support team before completing your purchase.

Physical Product Returns Address:
Returns Department
Yoctobe Ltd
49 Jamaica Street
Liverpool, L1 0AH, UK