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Return, Refund & EU Right of Withdrawal Policy
We have a 14-day return and withdrawal policy. This means you have 14 days after receiving your item to request a return or exercise your right of withdrawal.
EU Right of Withdrawal
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period starts on the day you, or a third party appointed by you, receives the goods.
To exercise your right of withdrawal, you can use our Right of Withdrawal form or contact us at:
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Return Conditions
Items should be returned in the same condition as received, unused, complete, and with all original packaging, tags, accessories, manuals, bonus items, and protective materials where applicable.
You may inspect the goods in a way that is necessary to establish their nature, characteristics, and functioning. If goods are handled beyond what is necessary and their value is reduced, we may deduct the diminished value from the refund where permitted by law.
Items sent back to us without first requesting a return or withdrawal may not be accepted.
Return Shipping Costs
For EU right-of-withdrawal returns, customers are responsible for the direct cost of returning the goods, unless the item is defective, damaged, incorrect, or not as described.
For defective, damaged, incorrect, or not-as-described items, please contact us immediately so we can evaluate the issue and provide a solution.
Return Address
After your return or withdrawal request is submitted, we will provide return instructions.
Our designated return warehouse is:
Room 501, No.21 Jin Keng Industrial Zone Road, Nancun Town, Panyu District, 511422, Guangzhou, Guangdong, China
Please do not send items back before receiving return instructions.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, incorrect, incomplete, or not as described. We will evaluate the issue and provide a suitable remedy.
Product-Specific Conditions
Figurines, collectibles, anime merchandise, and accessories
These products can be returned under the 14-day withdrawal policy, unless they are custom-made, personalised, damaged by the customer, incomplete, or handled beyond what is necessary to inspect them.
Please return collectible items with their original box, inserts, accessories, cards, manuals, bonus items, and protective packaging where applicable.
Coffee, food, and sealed goods
Coffee and food products can only be returned if they are unopened, unused, and still sealed in their original packaging, unless the item is defective, damaged, incorrect, or not as described.
Opened coffee or food products cannot be returned for hygiene and safety reasons, unless the item is defective, damaged, incorrect, or not as described.
Custom or personalised products
Custom-made, special-order, or personalised products cannot be returned under the right of withdrawal, unless they are defective, damaged, incorrect, or not as described.
Gift cards
Gift cards cannot be returned or refunded, unless required by law.
Sale items
Sale items are subject to the same statutory consumer rights as regular-priced items. If a sale item is eligible for return or withdrawal under applicable law, it can be returned.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return.
If your withdrawal or return is approved, we will refund you using your original payment method. For EU withdrawal returns, we will refund eligible payments, including standard delivery costs where required by law. We do not refund supplementary delivery costs if you chose a more expensive delivery method than our standard delivery option.
We may withhold the refund until we have received the returned goods or until you have supplied proof that you sent back the goods, whichever is earliest.
Please remember that it can take some time for your bank, credit card company, or payment provider to process and post the refund.
Handling Fees
No handling fee applies to EU right-of-withdrawal refunds, defective items, damaged items, incorrect items, or items that are not as described.
For voluntary returns outside statutory consumer rights, we may offer store credit or another solution at our discretion.