Returns & Refund Policy

 

Our Commitment At Getmylabubu, we are dedicated to providing high-quality, authentic products and an excellent customer experience. This policy is designed to make the return process clear and straightforward. Please read it carefully to understand your rights and responsibilities.

Our Core Return Principle: The "Unopened" Rule This is crucial for blind boxes and all collectible items. To be eligible for a return, items MUST be in their original, unopened, and factory-sealed condition. This means the original shrink-wrap, packaging, and any seals must be 100% intact.

  • Why this rule? Many of our products, especially blind boxes, are collectibles whose value and integrity depend on them being in a "never-opened" state. Once a box or its inner packaging is opened, it cannot be resold as new and is therefore non-returnable.

Return Eligibility Window You may initiate a return request within 14 calendar days from the date you received your order.

Non-Returnable Items The following items are not eligible for return or refund:

  • Any item that has been opened or removed from its original factory-sealed packaging (this includes blind boxes where the outer box or inner foil bag has been opened).
  • Sale or clearance items.
  • Custom-made or personalized items (e.g., custom doll clothing).
  • Gift cards.

How to Initiate a Return

  1. Contact Us First: Email our customer service team at info@getmylabubu.com with your order number and a clear reason for the return. For damaged/defective items, please attach photos.
  2. Await Authorization: DO NOT send any items back before receiving official return authorization and the correct return address from our team. Returns sent without prior authorization will not be accepted.
  3. Pack and Ship Securely: Once authorized, pack the item securely in its original condition. Ship it to the provided Hong Kong return address using a trackable shipping method.

Damaged or Incorrect Items If you receive an item that is damaged, defective, or not what you ordered, please contact us within 72 hours of delivery.

  • Please provide your order number, a description of the issue, and clear photos.
  • If we are at fault, we will cover all return shipping costs and provide you with a replacement or a full refund.

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the return is due to a damaged, defective, or incorrect item sent by us.
  • Original shipping charges are non-refundable.

Refund Processing

  • Once your return is received and inspected by our fulfillment partners in Hong Kong, we will notify you of the approval or rejection of your refund.
  • If an item does not meet the return criteria (e.g., has been opened), the return will be rejected, and we will contact you to arrange for the item to be shipped back at your expense.
  • Approved refunds will be issued back to the original payment method within 10 business days. Please note your bank may take additional time to post the refund to your account.

Policy Updates Getmylabubu reserves the right to update this Returns & Refund Policy at any time. Your continued use of our service constitutes your acceptance of these changes.

Thank you for your understanding and for shopping with us!