Return policy

Return, Exchange and Refund Policy


Thank you for shopping with HERE. Please read the following carefully to understand our after-sales policy for products purchased within the European Union.

1. After-Sales Service Terms & Conditions

If your package encounters any of the following issues, please provide sufficient evidence so we can process your after-sales request (replacement shipment or compensation) appropriately:

1.1 Package Shipping Issues (Loss or Theft)

Scenario A: Customs Clearance Delays
Delayed tracking updates due to packages undergoing customs clearance are common and usually require additional processing time (generally 5–7 business days or longer depending on the destination country). This situation does not qualify as "loss or theft." Please allow sufficient time for customs processing. If tracking information remains unchanged for more than 2 weeks after the expected delivery time, you may contact us at mkpwcmk@gmail.com for assistance.

Scenario B: Non-Customs Related Shipping Exceptions
Tracking information remains stagnant with no updates for over 7 consecutive days, or the carrier explicitly reports an exception.

Required Documentation (Scenario B):

  • Complete screenshot(s) of the abnormal tracking history

  • Official Proof of Loss/Damage or exception notice issued by DPD or FedEx

1.2 Goods Received Damaged or Incomplete

The main structure of the received item is damaged (e.g., shattered, deformed, broken) or essential components are missing, rendering the product unusable.

Required Documentation:

  • Clear close-up photo(s) or video showing the damaged area(s) or missing components

Note: For blind-box or collectible items, an unboxing video may be required, showing:

  • Intact shipping label/waybill

  • External condition of the sealed package from all sides

  • Entire unboxing process including inspection of product contents

2. Order Cancellation

2.1 Before Shipment Confirmation
Cancellation requests are accepted only if submitted before the Shipment Confirmation Email (with tracking number) is sent. Approved requests will be processed promptly, and a refund issued.

2.2 After Shipment
Once shipped, cancellations are not guaranteed. To cancel after shipment:

  • Refuse delivery of the package

  • Return the package unopened and undamaged, with all tags and seals intact
    Refunds will be processed after we receive and verify the returned items.

Important Notes:

  • We reserve the right to deny refunds if items are used, damaged, or tampered with

  • Refunds may take up to 7 business days to reflect in your payment method

3. Address Issues

Address modifications must be requested before receiving the Shipment Confirmation Email. Incorrect or incomplete addresses leading to delivery failure or customs seizure are not covered under our after-sales service.

4. Defective Items or Product Issues

If you receive defective or damaged products, contact our customer service at mkpwcmk@gmail.com immediately.

Requirements for After-Sales Service:

  • Photos and/or videos showing the problem

  • Keep all packaging, including box and bag, as evidence

Absence of proper packaging may prevent us from providing service.

5. Liability Clause

  • Returns/exchanges for personal reasons (non-quality issues) will incur shipping costs borne by the customer

  • Refunds for the product itself will be processed within 2 business days after receiving returned items, provided they do not affect resale

  • Blind-box products are non-returnable and non-exchangeable once opened

  • Only outer packaging damage with intact collectibles inside does not qualify for after-sales service

  • Incorrect or incomplete personal information causing delivery failure or customs seizure is not covered

  • All transactions are in EUR; refund amounts will match the payment made in EUR, excluding currency conversion or payment processing fees

6. Other Notes

  • Claims after logistics show Delivered cannot be processed for refunds if items were actually received

  • Blind-box items affecting resale cannot be returned or refunded unless defective

  • After-sales requests are accepted within 7 days from the date tracking shows delivered

  • Packages opened by customs are not eligible for after-sales service

  • Refunds cover only the amount actually paid

  • Refunds do not include price differences from discounts or promotions

For any questions, contact our customer service at: mkpwcmk@gmail.com