Cart 0

Refund policy

Order Cancellations

Most of our products are official merchandise sourced from authorised channels and follow strict manufacturer policies. As such, cancellations are generally not permitted once an order has been placed, unless stated otherwise on the product page.

For items that allow cancellations, requests must be made before the order is packed or shipped, and the following fees will apply:

Cancellation Fee Structure

  • Within 2 hours: 5.9% of order amount + $0.50
  • Before shipment: 15% of order amount

Refunds will be issued to your original payment method after deducting the applicable cancellation fee.

To request a cancellation, please email cs.cpop.universe@gmail.com.

Returns & Refunds

Most items are final sale. Returns for reasons such as change of mind, sizing issues, or buyer’s remorse are not accepted.

A reshipment or refund in store credits may be provided only in the following situations:

  • You received the wrong item
  • The item has major defects
  • Items are missing (with a valid unboxing video)
  • Your parcel has not arrived after 40 business days, with no tracking movement for over 20 consecutive business days

Unboxing Requirement

For all defect or missing item claims involving official merchandise, an unboxing video is required. This is necessary for us to file claims with the official channels.

Refunds Will Not Be Provided If

Customer-related issues:

  • Incorrect or incomplete shipping address
  • Failure to collect the parcel, resulting in return or disposal

External factors beyond our control:

  • Customs delays
  • Mail theft
  • Natural disasters or transport disruptions
  • Country-specific postal limitations

Product-related conditions:

  • Item is marked as non-refundable or non-cancellable on the product page
  • Minor imperfections (e.g. small scratches, dents, or packaging creases) that are accepted by official manufacturers
  • Outer box or packaging damage, as it is intended for protection and not considered part of the product condition

Partial Refunds (Store Credits)

Partial compensation may be offered in the form of store credits if:

  • The item has minor defects that do not affect functionality
  • Certain parts are missing and cannot be replaced by the official channel

Reshipments

Reshipments due to customer-related factors will incur a shipping and handling fee based on parcel size and destination.

This includes situations such as:

  • Incorrect or incomplete shipping address
  • Parcel not collected in time
  • Requesting a replacement while keeping the original item

For returned parcels, reshipment will only proceed once the parcel has been received at our warehouse.

Unavailable Items

If an item becomes unavailable after your order is placed, a full refund will be issued to your original payment method.

Refunds are typically processed within 3 to 5 business days.

Late or Missing Refunds

If you have not received your refund after 5 business days:

  • Please check with your bank or credit card provider, as processing times may vary
  • If needed, contact us and we will assist you further