Refund Policy

1. Product Packaging
   We conduct thorough inspections to ensure all products and packaging are in excellent condition before shipment.
   However, once products are shipped, they are beyond our direct control. We are not responsible for damages (e.g., package or toy packaging damage during transit). While we can assist you in filing a claim, success cannot be guaranteed. If you encounter issues with receiving your package, please contact us via:

· Email: Nugoods@hupofire.com

2. Order Cancellation
   You may cancel your order before shipment. However, once the order has been shipped (as indicated by an email containing a tracking number), cancellations cannot be processed.
   For any questions, refunds, exchanges, or returns, please contact us via:

· Email: Nugoods@hupofire.com

3. Defective Products
   If the product you purchased has significant quality issues, we will assist in coordinating after-sales service with the brand. However, not all products support after-sales services.
   Requests must be made within 7 days of the delivery status showing as "Delivered." Late requests will not be accepted.
   Please contact us via email and provide the following information:

• Order number

• Name of the product for return or exchange

• Photos showing the defective item

• Proof of purchase or invoice

4. Logistics Issues

1. Recipient-Related Delivery Issues

If delivery fails due to reasons such as an incorrect address, inability to contact the recipient, or refusal to accept the package, we will proceed as follows:

a. Re-delivery Requests
You must provide a complete and correct address before the deadline specified in our email. We will arrange for re-delivery.

If no updated address is provided by the deadline, the package will be shipped to the original address. In such cases, issues such as loss, damage, or delays will not be eligible for after-sales service.
Unclaimed packages beyond the deadline will be automatically destroyed by the logistics provider. Nugoods cannot process after-sales requests in these cases.

b. When Re-delivery is Not an Option
After-sales services cannot be processed. We appreciate your understanding.

2. Third-Party Logistics Delays
   Uncontrollable factors may cause delays. The estimated delivery time (10–15 business days) is for reference only. We cannot guarantee 100% on-time delivery and will not compensate for any losses, responsibilities, or costs arising from delays. However, we will work with logistics partners to ensure prompt delivery.

5. Terms and Conditions

6. For returns or exchanges requested due to customer reasons (not Nugoods' fault or product defects):

• All shipping costs will be borne by the customer.

• Shipping fees for fulfilled orders are non-refundable. Refunds will be processed within 2 business days after confirming the product is in resaleable condition.

2. If the product has a significant defect caused by us, we will bear the shipping cost for the replacement.

3. For shipping options like "Worldwide Shipping," if only the packaging is damaged but the product is intact, after-sales service will not be provided. If special packaging is required, please select DHL and consult customer service.

4. For duplicate items (e.g., blind boxes), contact us for after-sales resolution through the manufacturer or brand.

5. For all cases, brands and manufacturers require a complete unboxing video as proof for after-sales claims. Please ensure you provide this evidence.

6. Return shipping costs for customer-initiated returns must be covered by the customer. Previously charged shipping fees are non-refundable.

7. Retain the original packaging after receiving the product. The packaging will be used to verify authenticity for after-sales service. Without it, claims cannot be processed.

8. Refunds will be issued in USD. Currency exchange rate differences are beyond Nugoods' control. For discrepancies, please consult your payment provider or bank.

9. After-sales service is not provided for undelivered packages or customs detentions caused by incorrect personal information (e.g., name errors).

10. Exceptions

11. For orders marked as "Delivered" in the tracking system, we cannot provide refunds for claims of non-receipt.

12. Opened blind boxes or other items affecting resaleability are not eligible for return or refund unless there is a significant defect.

13. If an issue is found, do not open the blind box. Contact us first to resolve the issue. Opened blind boxes are excluded from compensation.

14. After-sales requests must be made within 7 days of delivery status being "Delivered." Late requests will not be accepted.

15. While we inspect all products and packaging before shipment, we cannot accept returns or refunds for packaging damage caused by customs inspections.