Refund policy

Last updated: July 17, 2026

All products sold on XTORE are official merchandise. Please read this policy carefully before placing your order.

Products are divided into two categories, each with separate return and refund policies:

• Standard Merchandise

• Fansign Event Bundle Products

PART I. Standard Merchandise

Applicable to regular merchandise not bundled with any event.

1. Return Request Period

Return or exchange requests must be submitted within 14 calendar days after the package is marked as delivered.

2. Return Eligibility

All of the following conditions must be met:

• Products must be unopened, unused, and in their original sealed packaging.

• All original packaging, inclusions, pre-order benefits, and accessories must be returned.

• Claims for damaged, missing, or incorrect items require an uninterrupted unboxing video and clear photos.

• Customers must contact XTORE Customer Support before returning any item. Returns sent without prior approval may be refused.

• International shipping costs, customs duties, taxes, and handling fees are the customer's responsibility unless the issue was caused by XTORE.

3. Eligible for Refund or Replacement

Returns or replacements are accepted if:

• The wrong product, version, color, or size was shipped.

• Essential items or inclusions are missing.

• Products were severely damaged during transportation.

• The manufacturer officially confirms a production defect.

4. Non-Returnable Items

Returns will not be accepted for:

• Opened or used products.

• Minor manufacturing imperfections.

• Random photocard preferences or duplicate members.

• Change of mind or ordering by mistake.

• Customer-caused damage after delivery.

• Missing inclusions after opening.

• Clearance or Final Sale products.

5. Refund Processing

Refunds will be processed within 5–10 business days after the returned item has been received and inspected.

Original shipping charges are non-refundable.

PART II. Fansign Event Bundle Products

Products labeled "Includes Fansign Event Entry" are considered Final Sale.

1. No Cancellation, Return, or Exchange

Once payment has been completed, orders cannot be cancelled, refunded, or exchanged for any personal reason, including but not limited to:

• No longer wishing to participate in the event

• Long international shipping times

• Shipping address changes after dispatch

• Not being selected for the event

• Random photocard preferences

• Change of mind

2. Exception

If the artist's agency officially cancels the Fansign Event without rescheduling, XTORE will issue a full refund.

No additional compensation will be provided.

3. Fansign Event Participation

• Each eligible album purchase grants one (1) Fansign Event entry.

• Participants will be selected through the official event system.

• Event participation is personal and cannot be transferred, resold, or gifted.

• Selected participants must submit valid identification within the required period.

• Failure to do so will result in cancellation of participation without a refund.

• Minors must obtain consent from their legal guardian where required.

4. Damaged Event Products

If the product arrives severely damaged or incomplete:

• Submit a complete unboxing video within 7 days of delivery.

• Customers may choose one of the following:

  • Receive a replacement while retaining their original Fansign Event participation.

  • Receive a refund for the product only (excluding the Fansign Event service fee), and the participation will be cancelled.

Fansign Event participation cannot be separated from the eligible product.

General Terms

• Import duties, VAT, customs fees, and taxes are the customer's responsibility.

• An uninterrupted unboxing video is required for all damage or missing-item claims.

• Customer Support will respond via our official email within 24 business hours.

• XTORE is not responsible for delays, returns, or lost shipments caused by incorrect shipping information provided by the customer.