Return and Exchange Policy
Style, Size, and Photo Changes
If you want to return and exchange the item, please contact us, we need to verify it is in production or not. Send us an email here with your order number in the subject line and any changes in the body. We’ll get back to you as quickly as possible and make it happen!
If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!
If the product arrives defective, we will reprint and resend it free of charge. Please contact us by filling out our contact form with your order number, and include a picture of your item explaining the issue, our customer support will be able to assist you, to reprint your item and ship it to you within seven business days.
Please note: Return and exchange your items within fourteen days after receiving your order. Whatever size, color, and image you upload will be printed on your item. If the incorrect size, color, or image is selected by you and sent out to you, Genshin Merch is not responsible for replacing these items.
Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of any item before purchasing.
Since your personalized products are one-of-a-kind and made just for you, a 30%customization fee per item is included in your purchase. If you would like to cancel your order, send us an email with your order number and the reason for the cancellation, and we will try to retrieve it back. But please note that once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase which has been put into production, your order is subject to a 30% restocking fee per item.
All refunds will be credited for the original amount paid, less shipping fees, discounts on personalized items, except in the case of an incorrect shipment. Once your return has been processed, you will receive a confirmation email; please note that it may take an additional 7-10 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement.
Exchange & Return
Our personalized item cannot be returned unless it is defective or damaged. Please refer to our Return Policy on Damaged/Misprinted Items or please contact our customer service for a return.
Please note that the following reasons are NOT covered by our Return/Exchange Policy, and we are not liable for these issues.
- Products are damaged by misuse, mishandling, or poor maintenance.
- Personal Reasons due to changed mind, personal taste, etc.
- Personalized items are one-of-a-kind, they cannot be returned unless it is defective or damaged.
- All sales are final after 14 days from receipt.
- Genshin Merch reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.