Refund and Return Policy

Policy Overview

• • Refunds: Non-refundable once shipped. Orders can only be canceled during processing.
  • Returns: Eligible within 30 days for unused items in their original packaging.
  • Damaged or Incorrect Items: Contact us within 7 days of delivery for a free replacement.
  • International Returns: Customers are responsible for return shipping fees, customs duties, and taxes.
  • Exchanges: Defective or damaged items can be exchanged for the same product.

For further details and frequently asked question, visit our FAQ page: https://hoyoversemerch.com/about.

1. Refunds

• Our refund policy lasts 30 days from the date of purchase. After 30 days, we are unable to offer a full refund or exchange.

1.1 Non-Refundable After Shipment

• • Once an order has been shipped from our warehouse and handled by international courrier, it is no longer eligible for a refund. Please review your order carefully before placing it. If you need to cancel an order, ensure it is done before shipment.

1.2 Cancellation During Processing

• • You may cancel an order while it is still being processed (before shipment) for a full refund. For orders totaling $250 or more, payment processing fees will be deducted from the refund amount.

1.3 Timeframes for Refunds

• • Refunds will be processed within 5-7 business days after approval. The time it takes for the funds to appear in your account may vary based on your bank or payment provider.

1.4 Store Credit Option

• • Refunds can be issued as store credit or to your original payment method. Choosing store credit may come with exclusive perks and faster processing times.

2. Returns

• Our return policy lasts 30 days from the date of purchase. After 30 days, we are unable to offer a full refund or exchange.

2.1 Eligibility

To qualify for a return, your item must be:

• • • Unused and in original condition
    • In its original packaging

We do not accept returns for:

• • • Opened packaging for collectibles.
    • Items marked as “Final Sale.”

To initiate a return, please contact us via our Contact Us form with proof of purchase, and pictures of your items.

2.2 Return Shipping

• • Customers are responsible for return shipping fees. If the return is due to our error (e.g., defective or damaged items), we will provide a prepaid return label. For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.

3. Damaged or Incorrect Items

• If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery via our Contact Us form. Include photos of the issue, and we will send a replacement free of charge.

4. Exchanges

• We only replace items if they are defective or damaged. To request an exchange for the same item, please contact us via our Contact Us form.

5. International Returns

• For customers outside of China, return shipping fees, customs duties, and taxes are the responsibility of the customer. Refunds will exclude these costs.

6. Lost or Undelivered Packages

• If your package is lost in transit or held by customs for more than 15 days without updates, please contact us via our Contact Us form. We will investigate with the logistics provider. If the package is still retained by customs for more than 60 days and cannot be delivered, we will issue a full refund.

7. Refused Delivery or Returned to Sender

• If you fail to accept delivery, you will be responsible for the cost of reshipping the package. Please contact your local carrier to get informations.
  If you can’t reach out to them, please contact us to arrange a second delivery attempt.

Still Need Help?

• For questions regarding refunds, returns, or exchanges, please reach out via our Contact Us form, and we will assist you promptly.