Return and Refund Policy

Because performance loves clarity, here’s how Yanaa returns work in mainland France — Annecy, Corsica & Monaco included — and in Europe. Our golden rule: non-perishable products = 14 days to change your mind; perishable products, such as our savoury sports purées, = no returns, except in the event of a shipping error or damage noted at delivery.

1) Return conditions — legal basis & common sense

Non-perishable products: you have 14 days after receipt to request a return, provided the product is unopened, unused and in its original packaging.

Perishable products: no returns for hygiene reasons, except if the parcel is damaged or there is a picking/preparation error.

Condition & packaging: parcels must be securely protected, with a label that is clearly readable and scannable. Illegible or non-compliant labels may result in carrier surcharges.

Return shipping costs: return shipping costs are your responsibility, unless the error is on our side or the product was damaged at delivery.

Failed deliveries, uncollected parcels, refused parcels or incorrect addresses:
If an order is returned to us because the parcel was not collected within the carrier’s holding period, was refused by the customer, or because the delivery address provided was incomplete or incorrect, the return and handling fees charged to Yanaa may be deducted from the refund or requested before any reshipment.

For Mondial Relay, these fees are currently €3.00 including VAT for a domestic return and €6.00 including VAT for an international return, unless carrier tariffs change. For Colissimo, DPD or any other carrier, the fees applied will correspond to the return, reshipment or handling fees charged to Yanaa by the relevant carrier.

If the customer requests reshipment, Yanaa may request payment of the failed-delivery return fee and the new shipping fee before sending the order again. This rule does not apply where the delivery failure was caused by an error by Yanaa or a proven fault by the carrier.

Delivery damage — reservations/claims: make precise, quantified reservations at the time of delivery, for example “3 bottles missing out of 6”, then confirm within 3 working days — or 10 days for consumers — by email or registered letter to the carrier or to Yanaa. Without admissible reservations, the parcel is deemed to have been delivered in good condition.

To initiate a return: before sending anything back, email us at hello@yanaa.food with your order number.

2) Parcel requirements – general limits

Maximum weight recommended by Yanaa: up to 30 kg, except for specific limits of the chosen service.

Dimensions: comply with the size limits of the carrier used: Mondial Relay, DPD or Colissimo.

With Mondial Relay, limits are mainly expressed as maximum length and maximum combined dimensions: L + W + H depending on the service.

3) Carrier-specific rules

A. Mondial Relay — Point Relais® / Lockers / Home delivery

Size / weight — France

Point Relais®

Weight: up to 30 kg — L format — or 35 kg — XL format
Max length: 120 cm — L — / 240 cm — XL
Max combined dimensions: L + W + H: 150 cm — L — / 250 cm — XL
Minimum size: 15 × 10 × 1 cm
Multi-parcel: no — L — / yes — XL

Lockers

Weight: up to 25 kg
Max length: 64 cm
Max combined dimensions: L + W + H: 143 cm
Minimum size: 15 × 10 × 1 cm
Multi-parcel: no

Home delivery

Indicated parcel format: 64 × 40 × 38 cm.

International home delivery may be handled by Mondial Relay partner carriers.

Indicative delivery times — France

From hubs: 24/48 h — Point Relais® & Lockers
From agencies: 48/72 h — Point Relais® & Lockers

Holding period / time in pickup — France

Point Relais®: 8 days from the day after delivery, then returned to sender.
Lockers: 5 days from the day after delivery, then returned to sender.

Uncollected parcel / return to sender

If the parcel is not collected within the holding period, it is returned to Yanaa. Return fees for unclaimed parcels may be deducted from the refund or requested before a new shipment. For Mondial Relay, these fees are currently €3.00 including VAT for a domestic flow and €6.00 including VAT for an international flow, unless carrier tariffs change.

Proof of delivery / collection & tracking

Secure delivery via collection code / QR code, and/or via the mobile app depending on the service.
Customer notifications may be sent by email and SMS depending on setup.

Returns — logistics

Returns may be routed via Point Relais® / Lockers with an indicative timeframe of 3 to 5 days from the local point to the logistics site.

Print-in-Store service, if enabled by Yanaa: free label printing and the option to return without packaging, with packaging provided.

Mondial Relay offers OOH delivery — out-of-home pickup — to selected destinations: Belgium, Luxembourg, the Netherlands, Spain, Portugal, Italy, Poland; Germany and Austria via a partner.

Indicative delivery times and holding periods vary by country and service.

B. DPD — Predict / DPD Relais / DPD Return

Size / weight

Home delivery / Classic / Predict: up to 30 kg, max length 200 cm, girth L + 2H + 2W ≤ 300 cm. Volumetric weight applies.

DPD Relais / DPD Return — Pickup points: up to 20 kg, max length 100 cm, L + 2H + 2W ≤ 250 cm.

Holding period / time in pickup

DPD depot: 5 working days after a delivery notice, then returned to sender.
Pickup relay: 9 calendar days from the day after arrival, then returned to sender.

Uncollected parcel / return to sender

If a DPD parcel is returned to us due to absence, non-collection, refused delivery or an incorrect or incomplete address, the fees charged to Yanaa by DPD may be deducted from the refund or requested before reshipment. If the customer requests reshipment, the new shipping costs will also be charged to the customer, unless the issue was caused by an error by Yanaa or a proven fault by the carrier.

Proof & reservations

Digital signature or PIN code is equivalent to a paper signature. Reservations must be written, dated and quantified on the delivery slip; for “safe place” deliveries, until noon the day after the notification.

Deadline to confirm reservations: 3 working days, or 10 days for consumers.

Standard compensation — disputes info: indicative scale approx. €33/kg depending on the applicable T&Cs.

C. Colissimo — Home, Home with signature, Pickup point

Size / weight

Home: up to 30 kg; dimensions L + W + H ≤ 150 cm with max length 100 cm. Extension up to 200 cm possible with surcharge.

Pickup point: up to 20 kg; same dimensional limits as above.

Holding period / time in pickup

Post office, after failed home delivery: 15 calendar days.
Pickup point: 14 days.
Pickup locker: 5 days.

Uncollected parcel / return to sender

If a Colissimo parcel is returned to us due to absence, non-collection, refused delivery or an incorrect or incomplete address, the fees charged to Yanaa by Colissimo or La Poste may be deducted from the refund or requested before reshipment. If the customer requests reshipment, the new shipping costs will also be charged to the customer, unless the issue was caused by an error by Yanaa or a proven fault by the carrier.

Included compensation

€23/kg — home without signature / pickup point / Colissimo Return.
€33/kg — home with signature.
Optional ad valorem insurance up to €5,000.

4) Items not eligible for return

Perishable products with a short use-by date, except in the event of error or damage.

Dangerous goods: flammables, weapons, chemicals; cash or valuables: cash, jewellery; sensitive biological samples; unstable or unpackaged items.

Please also refer to the restricted goods lists of DPD and Colissimo.

5) Refunds

After we receive and inspect an eligible return, we issue the refund within 14 days to the original payment method.

Return shipping costs remain the customer’s responsibility, unless the error is on our side or the product was damaged at delivery.

In the event of a failed delivery, uncollected parcel, refused parcel, incorrect address or incomplete address, the return, handling or reshipment fees charged to Yanaa may be deducted from the refund. If the customer requests reshipment, the fees linked to the return of the first parcel and the new shipping fees must be paid before the order is sent again.

6) Consumer mediation

In accordance with Articles L612-1 et seq. of the Consumer Code, consumers may seek the assistance of a consumer mediator free of charge with a view to reaching an amicable settlement of a dispute.

The designated mediator is:

CM2C - Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu, 75008, Paris
https://www.cm2c.net

After first contacting our customer service department in writing and receiving no solution, consumers may refer the matter to the mediator.

In accordance with Article 14 of Regulation EU No 524/2013, consumers may also use the European Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr/