Warranty & Returns
This page explains the Yuzi warranty, which applies to every customer, and our return policy, which applies only to orders delivered in Vietnam.
| Orders delivered in Vietnam | International orders | |
|---|---|---|
| Warranty | 24 months | 24 months (customer pays shipping both ways) |
| Returns and exchanges | 60 days (hydration bladder and trekking poles: 14 days) | Final sale, no returns or exchanges |
These benefits apply to genuine Yuzi products with a valid proof of purchase.
24-month warranty (all customers)
- Valid for 24 months from the date you receive your order.
- Covers defects in zippers, buckles, seams and frame, and other manufacturing defects.
- Yuzi repairs the item or replaces the defective part free of charge. Warranty claims are resolved by repair or replacement, not by refund.
- You cover the cost of sending the item to Yuzi.
Warranty for international customers
International customers receive the same 24-month warranty. Because our production is based in Vietnam, the item needs to be shipped to Vietnam for repair, at the customer's cost. Before sending anything, contact us by email at admin@yuzi.vn or WhatsApp at +84 793 799 707 with your order number and photos or a video of the issue. We will confirm whether the issue is covered and give you the address to ship to. Shipping to Vietnam and shipping the repaired item back to you are both paid by the customer.
Not covered by the warranty
- Normal wear and tear: light scratches, fading, or stretching from long-term use.
- Products that have been repaired or altered by a third party.
- Products that are not genuine Yuzi products.
- Lost or stolen products.
Handled case by case
- Accidental damage or impact: Yuzi may offer a repair on a case-by-case basis, which may include a charge for materials and labor.
- No proof of purchase: Yuzi will try to look up your order in our system. If we can confirm it was a genuine purchase, we will help.
Returns for international orders
International orders are final sale and cannot be returned or exchanged. The 60-day return policy below applies only to orders delivered in Vietnam. Your 24-month warranty is not affected.
If an international order arrives damaged, defective or is not what you ordered, contact us by email at admin@yuzi.vn or WhatsApp at +84 793 799 707 with your order number and photos of the item and the package. Yuzi refunds the order in full, including shipping, and covers any return shipping — you pay nothing.
Returns for orders delivered in Vietnam
Orders delivered within Vietnam follow our Vietnamese policy, which includes a 60-day return window. See the Vietnamese warranty and returns policy for the full terms.
How to make a request
- Contact Yuzi and tell us whether you need a warranty repair, a return or an exchange.
- Give us your order number, or the phone number used to order.
- For a defect, send photos or a video of the issue.
- Yuzi reviews the request and confirms the next steps under this policy.
Yuzi may refuse or adjust the resolution in cases of policy abuse, fraud or deliberate damage.
Contact
| admin@yuzi.vn | |
| +84 793 799 707 | |
| Hotline and Zalo (Vietnam) | 0793 799 707 |
| Hours | Every day, 9:00 to 18:00 (GMT+7) |
This policy may be updated. The latest version is always published on this page.