Return & Refund Policy — Terms and Conditions
Effective Date: 05/10/2024
Last Updated: 06/20/2025
This Return and Refund Policy governs the terms under which purchases made through The Labubu Store (“we,” “our,” or “us”) may be returned, refunded, or exchanged. By placing an order with us, you (“the customer,” “you,” or “your”) agree to the following terms and conditions.
1. Eligibility for Returns
We accept return requests only under the following conditions:
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The item arrived damaged, defective, or significantly different from what was ordered.
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The return request is submitted within seven (30) calendar days from the delivery date.
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The item is unopened, unused, and in its original condition and packaging.
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Proof of purchase (e.g., order confirmation, receipt) is provided.
To initiate a return, contact us at support@labubustores.us within the applicable return period.
2. Non-Returnable Items
The following items are strictly non-returnable:
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Opened or used blind box or mystery box items
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Items received more than seven (30) days before the return request
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Collector’s preference or “buyer’s remorse” (e.g., disliking the figure drawn from a blind box)
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Discounted or clearance items
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Custom or made-to-order products
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Pre-order items after 24 hours of placing the order
3. Return Procedure
To process a return:
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Email support@labubustores.us with your order number, photos (if applicable), and reason for return.
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If approved, you will receive instructions on how and where to send your return.
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Returned items must be postmarked within five (5) business days of receiving return approval.
We are not responsible for lost or damaged returns. We recommend using a trackable shipping method.
4. Refunds
Upon receipt and inspection of the returned item, we will notify you via email of the outcome. If the return is approved:
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A refund will be issued to your original method of payment within 5–10 business days.
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Original shipping fees are non-refundable unless the return is due to our error.
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Return shipping costs are the responsibility of the customer, unless stated otherwise.
In cases where the item is found to be non-compliant with our policy (e.g., opened packaging), we reserve the right to refuse a refund and return the item to you at your expense.
5. Damaged or Incorrect Orders
You must notify us of damaged, missing, or incorrect items within 72 hours of delivery. Please include:
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Photos of the item and packaging
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Your order number
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A description of the issue
We will offer, at our discretion:
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A replacement (subject to availability)
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A full refund
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Store credit
6. Pre-Orders and Cancellations
Pre-orders may be cancelled within 24 hours of placement for a full refund. After 24 hours, all pre-order sales are considered final and non-refundable, except in cases where the item cannot be delivered or fulfilled by us.
7. Exchanges
Due to the limited-edition nature of our products, we do not offer direct exchanges. If eligible, you may return an item per our policy and place a new order separately.
8. Fraud & Abuse Prevention
We reserve the right to reject any return or refund request that shows signs of fraud, abuse, or excessive returns. Repeat violations may result in account suspension.
9. Changes to This Policy
We reserve the right to amend this Return & Refund Policy at any time without prior notice. The current version will always be available on our website and is effective upon posting.
10. Contact Information
For questions about your order or this policy, please contact:
The Labubu Store
Email: support@labubustores.us
Phone: 423-567-4898
Business Hours: Monday to Friday, 10:00 AM – 5:00 PM [Insert Time Zone]
By purchasing from The Labubu Store, you acknowledge and agree to the above terms and conditions.
