Return & Refund Policy

Not all purchases are going to be perfect. As hard as we try, things may not always arrive as expected; with that in mind, we offer a 7-day return policy.

 Refunds

If there are any flaws, defects, or wrong items in the products you receive, please contact us within 7 days of receiving the package. Otherwise, we will be unable to process your return/exchange. Items returned to us without prior authorization for a return will not be accepted.

All returns must be approved in advance by our support staff. Please contact support@genshinfans.com or our online service if you want to return your order.

Any approved return must be sent back within 7 days after delivery. A 15% return fee for the ordered item(s) will be charged, the minimum fee being $10.00. The customer is responsible for bearing all costs associated with the return.

Returns need to meet all of the following conditions:

  • All items must be complete, undamaged and in sellable condition
  • New items must be factory-sealed and unopened
  • Returns have to be sent via registered mail
  • All items have to be in their original packaging and well-packed for shipping
  • A print-out of the invoice must be included

Any item that does not meet the conditions above will not be refunded or exchanged.

It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be paid out after the arrival of the returned item(s).

Compensations & Refunds

GenshinFans generally offers financial compensation or refunds in the form of store credit or no-strings-attached discount coupons.

Certainly, in certain exceptional cases, we can also provide support for cash refunds, which will be based on the actual payment amount of the original order. We reserve the right to make judgments based on individual circumstances.

Refunds initiated under the following circumstances will not be accepted:

  • You changed your mind, no longer like, or do not need the item.
  • The size of the clothing product is not suitable (thus, it is important to carefully review the size chart in conjunction with your actual measurements).
  • The time it took to receive the item exceeded your expectations (due to the complexity of transportation, the exact delivery time cannot be guaranteed, but you can always check or track the progress of your order and logistics).

However, if the item you received has obvious quality defects or if the wrong product was sent, you certainly have the right to initiate a refund.

Please kindly be advised that we do not cover any fees imposed by your credit card company or PayPal during the refund process. The customer shall assume full responsibility for all associated charges.

Product Flaws

Due to the presence of some Fan-made/third-party merchandise, most of which are meticulously crafted by hand, the production processes for each item vary, thereby inevitably allowing for the possibility of slight imperfections. However, should you receive a product that exhibits significant or substantial damage, please contact us within 3 days of receiving the item via support@genshinfans.com or online service. Please provide us with detailed explanations, including but not limited to textual, pictorial, or video formats, for better understanding. We will strive to offer you feasible solutions based on the specific nature of the merchandise.

Please note that if you have confirmed receipt of the goods for an extended period of time or if the product defect was caused by human factors during use, we generally do not have an obligation to continue providing support.

All international shipping fees incurred due to returns or exchanges shall be borne by the customer.

Problem Resolution

If you are dissatisfied with your order, we shall devise a customized resolution for you.

We strongly advise addressing concerns directly with us rather than resorting to external payment disputes.

Statutory Right of Withdrawal for EU Residents

If you are a consumer residing within the European Union (EU), you have the statutory right to withdraw from this contract within 14 days without giving any reason.

1. The Withdrawal Period

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

2. Effects of Withdrawal

If you withdraw from this purchase, we shall reimburse to you all payments received from you, including the costs of standard delivery. We will process the reimbursement without undue delay, and not later than 14 days after the day we receive the returned goods. You will have to bear the direct cost of returning the goods to our facility.
(Please note: Returned items must be in original condition. The outer case and shrink-wrap must remain completely unopened to be eligible for a full refund.)

3. Exceptions to Withdrawal

The right of withdrawal does not apply to custom-made or clearly personalized items (e.g., custom keycaps). These items are final sale and cannot be returned.

4. How to Exercise Your Right

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this purchase by an unequivocal statement. For your convenience and to ensure a swift process, we have provided a dedicated electronic form.
👉 [Click here to access the Right of Withdrawal Form (EU Customers Only)]