Refund policy

Please check the product details, quantity, recipient, shipping address and other information carefully before making your payment. Once the order is placed, it cannot be changed easily. 

Cancelled orders will be subject to a cancellation fee. We reserve the right to cancel orders that are deemed fraudulent.

For PRE-ORDER products:

You can cancel your order until the last day of the pre-order by emailing us at support@neteasestore.com with your order ID (Starting with NS), the reason for cancellation, and the name and phone number provided in your shipping details. Refunds cannot be processed after the pre-order period has concluded.

If you are based in the European Union: Please note that our made-to-order merchandise is exempt from the standard 14-day EU withdrawal right under the following provisions of EU Directive 2023/2673:

This product is specifically manufactured after you place your order and is not held in pre-existing stock. Each item is produced individually based on your purchase request. If the item includes an in-game code, the digital code is a unique, single-use code for exclusive in-game content that cannot be returned or refunded once delivered.

Under Article 16(c) and 16(m) of the directive, the withdrawal right does not apply to custom-made goods or sealed digital content. You expressly acknowledge and agree that you waive your 14-day right of withdrawal when purchasing this product.

For regular non-pre order products:

The cancellation and refund can only be made 24 hours after the purchase if the order has not been shipped. Please send us a message through our website or to support@neteasestore.com with your order ID (Starts with YDSP or NS) and the name and phone number you wrote in the Shipping Details when you made your purchase. The refund can take up to 2 weeks after we cancel your order due to bank processing times. 

If you are based in the European Union, the following applies to regular merchandise items (excluding made-to-order products and items with digital codes): In accordance with EU Consumer Rights EU Directive 2023/2673, if you decide to exercise the 14-day return period, the following conditions apply:

-Return request must be made within 14 days of receiving your order from within your customer account.

-Items must be returned in their original condition - unused, unsealed, and with all original packaging and tags intact

-You are responsible for all return shipping costs, including postage and packaging

-You must return the items within 14 days of notifying us of your withdrawal.

-You must share with us the tracking number of the return via email.

If you are in the European Union and the return request met the conditions, we will reimburse you no later than 14 days from the day we receive the returned goods. We will use the same means of payment as you used for the initial transaction. We may withhold reimbursement until we have received the goods back. We may deduct from the reimbursement an amount corresponding to any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Important note: Items that have been opened, used, or have broken seals cannot be accepted for return. If items have quality defects, they qualify for replacement.

Product Quality Replacements

If you encounter a quality issue with your order, our team is here to help. Please email support@neteasestore.com with the following information:

-Your ORDER ID (Starting with NS) and the delivery date of your package

-Uncut unboxing video starting from the shipping package.

-Detailed description of the quality concern, including which component or aspect of the product is affected

-Clear photographs showing the specific product defect or malfunction

What We Cover: We address defects in material, workmanship, or functionality that affect the product's performance. This does not apply to the product's packaging.

Important Notes:

• Quality issue claims must be reported within 5 days of delivery
• Issues must be directly related to the product's construction, materials, or operational performance
• Our assessment will determine eligibility for replacement or resolution
• The outer packaging (shipping boxes, mailers, and product boxes) is designed to protect the items inside during transit. Dents, or minor damage to the outer packaging do not constitute a defect or affect product quality, and therefore are not eligible for refunds or replacements.

Our support team will review your claim promptly and work toward a swift resolution.