Refund Policy

Dear Customer, we hope you’re delighted with your order. However, we still understand that sometimes you would like a return. Before requesting a return, please read the following to ensure that your return process proceeds smoothly.

Cancellation

If your order hasn’t been processed yet, we will help you to change the items you wish to replace.

You can request our Return & Refund Service:

✔️Unshipped Orders: A cancellation fee of 10% is charged to a customer who wants to cancel their order. Please contact [email protected] to cancel your order.

✔️Shipped Orders: Returns can be requested unconditionally within 14 days of the date of purchase.

The shipping fee can be removed due to product quality problems or wrong products sent, otherwise the customer has to pay the shipping fee.

Returned products should be confirmed that there is no human-caused damage affecting secondary sales, and the condition is new or nearly new, otherwise it will not be accepted.

You can always contact us for any return question.

Return & Refund Service will not be provided where:

❌It is requested beyond 14 days of the date of purchase.

❌A product sent to Genshinbox for Return & Refund Service does not include all original accessories, attachments, packaging or gift(s) included in original order, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.

❌Damage is caused to the product by improper installation, operation or unauthorized use or modification of the product.

Important notes

1. This return policy applies to direct end-user consumers who purchase our products from Genshinbox.co.
2. All items must be returned in their original condition, including the original GenshinBox packaging. If the order includes a gift, the gift must also be returned.
3. Items that are damaged due to misuse, lack of care, mishandling, accident, abuse, or other abnormal use are not eligible for a refund or replacement.
4. Customers are responsible for the return shipping fees for non-quality related returns.
5. Customers are responsible for any damage to items or loss during shipping for non-quality related returns.
6. Items must be returned within 7 days after the initial application.
7. Refunds will be processed within 5 business days after we receive the returned items. Refunds will be processed using the same method that was used to make the payment. The exact time of completion depends on the bank or credit card issuer. Processing times may be extended during the holidays. (Current version: Refunds will be processed within 7 days after we receive your package. Your refund will be issued to the original payment method as selected by you. Depending on your financial institution, refunds can take up to 14 days to be credited to your original payment method.)
8. Please do not include non-GenshinBox items by accident in your return package. We will not be responsible for sending those items back to you.
9. The sender’s address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address that we provide.- Please make sure you don’t accidentally include any item in your return package that you do not wish to return. We will not be responsible for sending back those items to you. If you have any questions about making a return or this policy, please email us at [email protected].

Special Note Regarding the Use of PayPal:

If you choose to use PayPal for your payment, please be aware of the following:

Contact Customer Service: For any issues, contact our customer service first. We are here to provide support and assistance.
Avoid Self-Initiated Disputes: We strongly recommend reaching out to customer service before contemplating a return or refund. Avoid initiating disputes directly through PayPal or other services, as it may prolong the processing time. By contacting us directly, we can resolve your concerns more promptly.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]

Support

If you still have any questions, don’t hesitate to reach out to us at [email protected]. Our dedicated support team will be delighted to help and will strive to provide a prompt response within two business days.