Returns & Refunds Policy
Returns & Replacements
At bylumina.shop, your satisfaction is our top priority. If you're not completely happy with your purchase, we’re happy to offer a refund or exchange, subject to the following conditions:
- To request a return, exchange, or refund, please contact us within 7 days of receiving your order—either at returns@bylumina.shop or through our Contact Us page. Requests made after this 7-day window will not be eligible for processing.
- While we take great care in packing each order, we cannot guarantee that the outer packaging will remain flawless during transit. Please note that any damage to the outer box is due to handling by the shipping carrier and is beyond our control. We are only responsible for any damage to the figures inside the blind box.
- Returns must be in their original packaging and condition. Items that do not meet these requirements will not be accepted. If a replacement or exchange is unavailable, a return to us will be required for a refund.
- For issues related to incorrect, damaged, or missing items, please email our customer service with the following details to begin the after-sales process:
1. Your order number
2. An unedited unboxing video
3. Pictures of the broken item
To preserve the integrity of our mystery (blind box) products, please note that we only accept returns for items that are faulty or damaged. Returns will not be accepted for reasons such as a change of mind or not receiving a specific character or 'target' from a blind box.
7-day Return Conditions:
Please note that we only accept returns for items with major damage that affects the structure or intended appearance of the product.
Major damage refers to significant defects that affect the figure’s structure or intended appearance. Examples include but are not limited to:
- Broken parts
- Large cracks
- Missing pieces
- Severe manufacturing defects (e.g., major deformities, missing components)
A clear, unedited unboxing video showing the item’s condition upon opening is required to process any major damage claim.
Minor imperfections such as slight paint variations, small scuffs, seam lines, or asymmetry are normal for mass-produced, handcrafted art toys and are not considered major damage.
To initiate a return or exchange, please contact us at returns@bylumina.shop using the same email address used for your order.
All claims must be submitted within 7 days of delivery and include clear photos of the damage. After review, if the item qualifies, we’ll be happy to offer an exchange (subject to availability). If a replacement is unavailable, we will provide a return or refund.
To be eligible for a return, the item must be in its original condition with all accessories that it came with, and in the original packaging. Items that do not meet these requirements will not be accepted.
Return Fee: We cover return or exchange costs only for incorrectly sent items.
How to Start A Return:
To initiate a return, please contact us at: returns@bylumina.shop.
Items sent back without prior return authorization will not be accepted.
When contacting us, please provide the following:
- An unedited unboxing video clearly showing the packaging and contents
- Your order number
- Photos of the damaged product or packaging
- A description of any missing items from the package
We aim to respond promptly—please allow 1 to 3 business days for processing. Once your request is approved, we will provide return instructions and the return address via email.
Please include your Order Number and Full Name on the return package and notify us of the return tracking number once shipped.
Please note that all sales are final. The toys and figures are works of arts. Minor imperfections are normal and not considered defects. Bylumina.shop is not responsible for slight variations or packaging flaws inherent to collectible items.
Package Not Received
Once a package is marked as delivered to the address provided at checkout, our delivery responsibility is considered fulfilled.
We are unable to issue refunds for orders marked as delivered but reported as not received.
If you believe your package was not delivered, please first contact your local delivery carrier for assistance. You may also reach out to our customer service team.
To proceed with any investigation or claim, you must provide official proof of non-delivery from your local shipping provider.
Wrong Address
Please note that Bylumina.shop is not responsible for packages that are undeliverable or returned to the third-party logistics warehouse due to an incorrect or incomplete shipping address provided by the customer. In these cases, we are unable to offer a refund or resend the order.
Package Marked as Delivered but Not Received
If your package is marked as “delivered” but you have not received it, we recommend checking the following locations:
- Front door, back door, porch, or garage
- Mailbox or parcel locker
- Apartment package room or concierge
- With neighbors or household members
If the package is still missing after 24 hours, please contact your local shipping carrier with your tracking number and request a Missing Mail Search. You may also visit your local post office to inquire about GPS delivery coordinates to help locate where the package was scanned as delivered.
Refunds or Re-delivery for Undelivered Packages
If your order status shows delivered but you have not received it, please contact our customer support team at returns@bylumina.shop. While we are not liable for packages after delivery confirmation, we will do our best to assist you with any available tracking details.
To be eligible for a refund or re-shipment, you must obtain official proof of non-delivery from your local shipping provider—such as a certificate or written confirmation that the package was not delivered to your address.
Important Note: Once a package is marked as delivered to the address provided at checkout, Bylumina.shop is no longer responsible for any loss, theft, or damage that occurs after delivery.
Process Time of Refunds
We’ll notify you once we’ve received and inspected your return, and inform you whether your refund has been approved.
If approved, the refund will be automatically issued to your original payment method.
Please note that your bank or payment provider may require additional time to process and post the refund. If you have questions regarding the timing of the refund, we recommend contacting your bank directly for further information.
Cancellations
We understand that sometimes plans change! Please review our cancellation terms below:
Order Cancellations
- Orders can be cancelled within 1 hours of purchase for a full refund.
- After 1 hours, we begin processing orders and cancellations may not be possible.
Once Shipped
- If your order has already been shipped, it cannot be cancelled.
- You may refer to our Returns Policy below if eligible.
To Request a Cancellation:
Please contact us at returns@bylumina.shop with:
- Your name and order number
- Reason for cancellation