Refund and Returns Policy

​Return Window​

All items are eligible for return within 30 days from the date you receive them.

Return Eligibility

You may return items if the following conditions are met:

• Item is unused and in its original packaging.
• All tags, certificates, and accessories are intact.
• Valid proof of purchase is provided.

​Free Return Shipping (Seller Pays)​​

We will provide free return shipping under the following circumstances:

• Item has manufacturing defects or quality issues.
• Item fails authenticity verification (proven not to be our authentic product).
• Item is damaged during transit (opening video proof must be provided).

​Customer-Pays Return Shipping​

Non-quality issues / Personal Reason Returns:​​ If the return is not due to the reasons listed in Section 3 above (manufacturing defects, quality issues, authenticity issues, transit damage) or EU statutory “right of withdrawal” scenarios, but is instead due to buyer’s personal reasons (e.g., change of mind, incorrect size, color/style not as expected), the customer is responsible for return shipping costs.
(EU Consumers Note: According to Section below, we still cover return shipping costs if you exercise your statutory 14-day right of withdrawal.)

​Special Product Terms​

• ​Blind Box Products:​​
  • Unopened: Eligible for a full refund.
  • Opened: Returns only accepted for missing parts or structural damage.
• ​Limited Edition Collectibles:​​
  • Must have an intact and undamaged serial number certificate.
  • Must be in the original, unbroken factory seal.
• ​Peripheral Products:​​
  • For functional issues, we prioritize:
    • Replacement parts
    • Partial refund (30% – 70%)

​Return Process​

1. ​Contact Customer Service:​​ Within 7 days of discovering the issue, email support@chicucu.com and provide:
   • Order number + problem description.
   • Clear photos of the item and packaging.
   • Unboxing video (mandatory for transit damage claims).
2. ​Get Return Label (If Applicable):​​ After approval, we will email you a prepaid return shipping label (only for Free Return scenarios). For Customer-Pays Shipping scenarios, the customer must arrange and pay for return shipping.
3. ​Ship Item Back:​​ Return the item using the original packaging with adequate padding for protection. Ship the securely packaged item to the specified address.
4. ​Refund Processing:​​
   • ​Refunds NOT requiring return:​​ Processed within 3 business days after confirmation.
   • ​Refunds requiring return:​​ Processed within 5 business days after we receive and inspect the returned item.

​Refund Method​​

• Original payment method (Credit Card, PayPal, etc.).
• Purchases made with Gift Cards will be refunded to the original Gift Card.
• Processing Time: 3 – 10 business days (depends on bank or payment platform).

​Non-Returnable Items​

• Customer-caused damage (scratches, unauthorized modifications, liquid damage, etc.).
• Items missing the anti-counterfeit tag or serial number card.
• Items returned after the 30-day return period.
• Items purchased from unauthorized channels.

​EU Consumer Rights​

Consumers located in the European Union (EU) have additional rights:

• ​14-Day Cooling-Off Period:​​ Right to return the item without cause within 14 days of receipt.
• ​Free Return Shipping:​​ We cover return shipping costs for returns made under the statutory EU cooling-off period.

​Opening Video Requirements (For Disputes)​​

• Clearly show the shipping label on the package and our store’s anti-counterfeit tag.
• Continuous, unedited footage from package opening to discovery of the problem.
• 10-second close-up of the damaged/defective area.

​Policy Updates

We may modify this policy. Changes will be announced via:

• Website banner notice (3 days prior).
• Email notification 30 days before the policy’s effective date.

​Contact Us:​

📧 Customer Service Email: support@chicucu.com
☎ Service Hours: Monday – Friday, 9:00 – 18:00 (UTC-5)