Effective Date: June 24, 2025
Last Updated: June 24, 2025
Fazup Sàrl (operating the Yisu brand)
Represented by: Antoine Samakh, CEO
Address: Rue des Moulins 13, 2800 Delémont, Switzerland
Email: support @ yisu.io
Company Registration: CHE-244.167.758
Order Processing:
Order confirmation: Within 24 hours of payment
Production begins: 1-2 business days after confirmation
Production time: 2-7 business days (depending on product complexity)
Quality control: 1 business day
Total Processing Time: 4-10 business days before shipping
Standard Shipping:
Europe: 7-14 business days
Switzerland: 5-10 business days
North America: 10-18 business days
Rest of World: 10-21 business days
Express Shipping (where available):
Europe: 3-7 business days
Switzerland: 2-5 business days
North America: 5-10 business days
Shipping costs are calculated at checkout based on:
Destination country
Selected shipping method
Order weight and dimensions
Any applicable taxes or duties
Free Shipping: May be offered for orders above certain thresholds (displayed at checkout).
Orders are fulfilled by our partner and shipped via:
DHL Express
UPS
Local postal services
Regional carriers
Tracking information provided via email once shipped
Track your order through our website or carrier's website
Delivery confirmation available for most destinations
We currently ship to most countries worldwide. Some restrictions may apply for:
Remote or rural areas
Countries with import restrictions
Items requiring special handling
Customer Responsibilities:
Import duties and taxes (calculated by customs authorities)
Customs clearance procedures
Compliance with local import regulations
Additional documentation if required by customs
Important: We are not responsible for customs delays, duties, or taxes imposed by destination countries.
All international orders include accurate customs declarations with:
Product descriptions
Actual product values
Country of origin information
HS codes where required
For international deliveries:
Packages may be held by customs for inspection
Additional fees may be required for customs clearance
Delivery times may vary due to customs processing
Local postal services handle final delivery
Important Notice: Yisu products are custom-designed and printed on-demand. Under EU Consumer Rights Directive Article 16(c), custom-made products are excluded from the standard 14-day withdrawal right.
We accept returns ONLY in the following circumstances:
Manufacturing Defects:
Printing errors or quality issues
Material defects or construction problems
Colors significantly different from design specifications
Incorrect size or product specifications
Shipping Issues:
Item damaged during transit
Wrong product shipped
Missing items from order
Quality Control Failures:
Products not meeting our quality standards
Significant deviations from advertised specifications
We CANNOT accept returns for:
Change of mind or preference
Size issues (when correct size was ordered per size chart)
Minor color variations due to monitor differences
Normal printing variations within industry standards
Items that have been worn, washed, or altered
Products damaged due to customer misuse
Step 1: Contact Us
Email: support @ yisu.io
Subject: "Return Request - Order #[number]"
Include: Clear photos of the issue, description of problem, preferred resolution
Step 2: Return Authorization
We will review your request within 48 hours
Return authorization required before sending items back
Return instructions and prepaid label provided (if applicable)
Step 3: Return Shipping
Our fault (defects, wrong items): We provide prepaid return label
Other approved returns: Customer responsible for return shipping
Items must be returned in original condition and packaging
Step 4: Processing
Returns processed within 5-7 business days of receipt
Quality inspection conducted
Resolution provided as agreed (refund, replacement, or store credit)
Report issues: Within 14 days of delivery
Return items: Within 30 days of return authorization
Processing time: 5-7 business days after we receive the return
Refund processing: 5-10 business days depending on payment method
Refunds are processed using the same payment method used for the original purchase:
Credit/Debit Cards: 5-10 business days
PayPal: 1-3 business days
Digital Wallets: 3-7 business days
Full Refunds Include:
Product cost
Original shipping cost (for defective items or our errors)
Return shipping cost (when prepaid label provided)
Partial Refunds:
May apply for minor defects where full return is not necessary
Store credit offered as alternative to cash refund
Refund processing may be delayed due to:
Bank processing times
International payment processing
Currency conversion requirements
Fraud prevention checks
Due to our print-on-demand model:
Direct size exchanges are not available
We process a refund for the original item
You place a new order for the correct size
Discount code may be provided for the inconvenience
Limited to cases of manufacturing defects
Replacement with identical product when available
Alternative product options if original is unavailable
We guarantee:
High-quality materials and construction
Accurate design reproduction (within normal printing tolerances)
Products matching our advertised specifications
Professional printing and finishing standards
Products are manufactured using:
Premium quality blanks from recognized suppliers
State-of-the-art printing technology
Rigorous quality control processes
Industry-standard production methods
If you receive a product that doesn't meet our quality standards:
Contact us within 14 days of delivery
Provide clear photos of the quality issue
We will provide a replacement or full refund
No return shipping required for clear quality defects
Report Immediately:
Contact us within 48 hours of delivery
Provide photos of damaged packaging and product
Keep all packaging materials for carrier inspection
Our Response:
File claim with shipping carrier
Provide immediate replacement
Full refund if replacement not possible
Tracking Shows Delivered:
Check with neighbors, building management, or family members
Contact local postal service
We investigate with shipping carrier
Package Not Delivered:
We work with carrier to locate package
Replacement sent if package cannot be found
Full refund if replacement not available
Customer responsible for providing correct shipping address
Additional shipping charges apply for redelivery due to incorrect address
Lost packages due to incorrect address are not covered
EU customers retain all statutory rights under consumer protection law:
Right to conforming goods
Right to repair or replacement for defective products
Right to price reduction or refund in certain circumstances
Two-year legal guarantee for product defects
Custom Products: As per EU Consumer Rights Directive Article 16(c), goods made to customer specifications or clearly personalized are excluded from the 14-day withdrawal right.
This return policy provides additional protections beyond legal requirements and does not limit your statutory consumer rights.
Swiss customers benefit from:
Warranty for material defects under Swiss Code of Obligations
Right to repair, replacement, or price reduction
Right to withdraw from contract in case of significant defects
Our policy may provide additional protections beyond Swiss legal minimums.
Customer Service:
Email: support @ yisu.io
Response Time: Within 48 hours
Business Hours: Monday-Friday, 9 AM - 6 PM CET
For Returns and Refunds:
Subject Line: "Return Request - Order #[number]"
Include: Order details, photos of issues, preferred resolution
We encourage customers to contact our customer service team first to resolve any issues.
EU customers may access the European Commission's online dispute resolution platform: https://ec.europa.eu/odr
Disputes are subject to Swiss law and jurisdiction, with consideration for mandatory EU consumer protection laws where applicable.
This policy may be updated to reflect:
Changes in shipping partners or methods
Legal or regulatory requirements
Improvements in our service offerings
Significant changes will be communicated via email or website notice.
