Return Policy

Return and Exchange Policy

If you need to return or exchange an item, please contact Customer Service.
Customers are only allowed one return or exchange per order. If additional items from the same order need to be returned at a later date, the customer will be responsible for the shipping charges.
Return and exchange requests must be made within 7 days of receipt of the item. Requests made after 7 days will not be accepted.
Items must be returned unused and in their original packaging with no signs of wear and tear.
The following types of items are not included in the 7-day return policy, and cannot be returned or exchanged unless defective:

Perishable items or items with a relatively short expiration date (e.g., food)
Personalized items
Newspapers or magazines
Unpackaged audio-visual items or computer software (e.g., CDs, VCDs, DVDs)
Non-physical media or other forms of purely online services
Unpackaged personal care items (e.g., all types of clothing, hair products, bags)

Except for defective items, we do not accept returns from overseas. We apologize for any inconvenience this may cause.
To protect the rights of both parties, please record the entire unpacking process upon receipt of your item(s). If there are any defects, please send the video or photo evidence to Customer Service within the next 7 days. After it has been determined that the defects were not caused by human error or in transit, we will begin the process of issuing a refund.

In the following situations, items are not considered defective and cannot be returned as such:

Some items may appear slightly different on your browser/monitor than they do in person. The colors of the actual item you receive should be considered accurate.
Due to different measurement methods, the dimensions of some items may vary. Variations within 0.5 - 3cm are expected and considered normal.
Plastic or metal items may have minor imperfections at injection points, rough edges, excess plastic, etc., due to manufacturing limitations. These are considered natural phenomena of the manufacturing process.
Each plush items may exhibit slight individual differences (e.g. size, facial expression, color variation, wool density, cutting or stiching placement). During the manufactuaring process minor imperfections may also occur, such as loose threads, skipped or missed stiches, loose fibers, minor fabric distortions caused by embroidery or stitching, or slight color transfers, are all considered normal and do not affect product use. They do not constitute as a defect.
Outer packaging may become scratched, wrinkled, etc during shipping. Unfortunately, this is often unavoidable and is considered a normal part of the shipping process.

If you frequently request returns for personal reasons (e.g., change of mind, failure to read or misunderstanding of product details), such actions will be considered abnormal return activity. Your account access will be terminated, and you will no longer be able to use your account to make purchases in the shop. However, refunds or exchanges due to product defects, incorrect products, or any other issues attributed to our shop, are not subject to this restriction.

If you would like to return or exchange an item, please take a picture of the item and send it to Customer Service. We will contact you and try to resolve the issue as quickly as possible.
Availability: Monday to Friday 09:00 - 18:00 (GMT+8)
Customer Service Email: nu-onlinestore@pinkcore.com