Return & Refund Policy

YUYU ACTIVE Return Policy ｜Mission Recall Manual YUYU ACTIVE Return Policy ｜Mission Recall Manual

Equipment issue during your mission? We’ve got your back on your journey back to base.

At YUYU ACTIVE, we strive to provide every space traveler with the perfect, dynamic gear. However, if there’s an issue with your received item (e.g., major defect), we offer a clear and friendly return mechanism to help complete your recall mission.

Earth Station Recall Instructions｜In-Store Return Policy Earth Station Recall Instructions｜In-Store Return Policy

In addition to our cosmic online spacecraft, YUYUACTIVE has also established physical supply stations on Earth. If you purchased an item from one of our official retail stores, you may initiate a reentry request, but mission protocols differ slightly. Please refer to the following information:

Can I return in-store purchases?

For in-store purchases, we do not offer cash or card refunds. However, within 7 days from the date of purchase, you may present your receipt and the complete item to request one of the following:

1.Exchange for the same style and color in a different size (limited to one-time exchange)

2.Return for YUYU ACTIVE store credit (redeemable in-store or online)

Requests made after 7 days cannot be processed.

In-Store Return Conditions

To ensure smooth starship operations, in-store returns are accepted only if the item:

1.Has not been used, washed, or altered

2.Has intact tags and packaging, and is free of odor or stains

3.Is accompanied by the original receipt from the same purchase

4.Is processed only at the original store of purchase

Ineligible In-Store Returns

The following conditions are not eligible for in-store return:

1.No proof of purchase (receipt or digital invoice)

2.Item shows signs of use or odor

3.Tags removed or packaging damaged

4.Intimate apparel, accessories, or items discounted over 40%

5.FINAL SALE items or promotional gifts

In-Store Shopping Reminders

1.Return/exchange procedures apply only to in-store purchases and not online orders

2.For online order returns or exchanges, please follow the "Online Return Procedure"

3.Promotional gifts or add-on items must be returned together, or the original value will be deducted

In-Store Support Contact
If you experience any issues at one of our Earth Stations, please ask a store team member for assistance.
Or contact our customer support center: store@yuyu-active.com

Earth Supply Station Locations

North America:

Times Square, NY --- In Transit

Fifth Avenue, NY --- In Transit

Flushing, NY --- In Transit

Los Angeles --- In Transit

San Francisco --- In Transit

Miami --- In Transit

Ottawa, Canada --- In Transit

Toronto, Canada --- In Transit

Europe:

Paris 8e arrondissement --- In Transit

Paris Le Marais --- In Transit

London City --- In Transit

Berlin Charlottenburg --- In Transit

Madrid Salamanca --- In Transit

Barcelona Eixample --- In Transit

Asia:

Taipei Xinyi --- In Transit

Taipei Zhongshan --- In Transit

Taichung 7th District --- In Transit

Tainan Xintiandi --- In Transit

Kaohsiung Zuoying --- In Transit

Shanghai Pudong --- In Transit

Beijing SKP --- In Transit

Guangzhou Taikoo Hui --- In Transit

Shenzhen K11 --- In Transit

Chengdu --- In Transit

Hong Kong K11 --- In Transit

Singapore Ion Orchard --- In Transit

Tokyo Port --- In Transit

Osaka Shinsaibashi --- In Transit

Seoul Hongdae --- In Transit

Kuala Lumpur Pavilion --- In Transit

Penang Gurney Paragon --- In Transit

Mumbai --- In Transit

Delhi --- In Transit

Bangalore --- In Transit

Bangkok Sukhumvit --- In Transit

Jakarta Grand Indonesia --- In Transit

Philippines SM --- In Transit

Vietnam Royal City --- In Transit

Middle East:

Dubai Mall --- In Transit

Online Return Policy｜Return to Base Protocol

Can I return my purchase? Can I return my purchase?

7+7 Return Policy
We accept return requests under the following conditions: you must submit your return request within 7 days of receiving the item, and once approved, you must complete the return shipment within 7 days of approval.
To qualify for return, your gear must meet all of the following conditions:

1.Product must be brand new, unworn, unwashed, and unaltered.

2.Product must include all original packaging, tags, and accessories intact.

3.No visible signs of use or odor (e.g., perfume, body odor, smoke, etc.).

4.Each order may return up to 5 items maximum.

5.Product must not be discounted more than 40% or marked as FINAL SALE, unless defective.

What items are not eligible for return? What items are not eligible for return?

We are unable to process returns under the following circumstances:

1.Return request submitted past the eligible time window.

2.Product is used, washed, stained, or has noticeable odor.

3.Tags removed or packaging damaged.

4.Missing accessories or unreturned promotional gifts (full retail value of gift will be deducted)

5.Intimate apparel (e.g., underwear, swimwear), accessories (e.g., earrings, hair clips)

6.Customized items (e.g., embroidery, printed, altered)

7.Personalized or made-to-order items.

8.Bundled item returns that result in disqualification from the original promotion.

The following are NOT considered defects:

1.Loose threads, unopened buttonholes, or buttons that can be easily reattached

2.Size variation within ±1–2 cm is within acceptable tolerance

3.Slight dye odor, color differences due to lighting or screens, or unmet personal expectations

4.Minor print inconsistencies or flaking from screen printing or transfer

Can I exchange my item? Can I exchange my item?

We currently do not offer direct exchanges for size or style.
Please refer to our sizing guide carefully before placing your order.
If you wish to get a different item, please proceed with a return and place a new order — we’ll expedite your shipping!

How do I initiate a return? How do I initiate a return?

1.Log in to your Member Center > Order Details > Click "Request Return"

2.The system will provide the return address (Do NOT ship to the sender address printed on your package—that was just a temporary space station)

3.Ship the package within 7 days after receiving the return address.

4.Please use a traceable shipping method and provide the tracking number.

5.If your package gets lost in transit or swallowed by a black hole, YUYU will not be held responsible.

Will any fees be deducted from my refund? Will any fees be deducted from my refund?

International orders:

A $3.99 USD handling fee per returned item will be charged (as the equipment requires quick maintenance before re-entry).

Original shipping fees and shipping protection costs are non-refundable (once the mission has launched, the fuel has already been burned).

Please use a trackable shipping method for returns and provide the tracking number (return labels are not provided).

Return shipping fees, customs duties, and any additional costs incurred shall be borne by the customer.

Taiwan region:

No handling or restocking fees will be charged.

The refund amount will be based solely on the original product price of the order.

When will I receive my refund? When will I receive my refund?

Once the returned item has successfully arrived and passed inspection, we will process the refund to your original payment method within 30 business days (subject to your bank’s processing time).

Please note: If the returned item does not meet the return eligibility criteria, it will not be refunded or reshipped due to shipping and customs limitations. Please ensure all conditions are met before applying for a return.

Too many mission anomalies? Too many mission anomalies?

The system will enter alert mode
To protect the rights of all explorers, your account may be restricted and added to the Black Hole List (suspension) if any of the following irregular return behaviors are detected three times or more:

1.Repeated unreasonable or malicious return requests
2.Failure to follow the return process (e.g., late shipment, incomplete info)
3. Returning items that do not meet return criteria

If we are unable to reach you and the item is not shipped within 7 days after approval, the return will be considered automatically forfeited and will not be eligible for a refund.

Need to contact the Starship Support Team? Need to contact the Starship Support Team?

If you need assistance with your return or have any questions, please send a signal to our official Customer Support Center via the website. Our crew will respond to you within 1–2 Earth business days.

YUYU ACTIVE thanks every explorer for journeying through the universe with us. We look forward to your next mission launch!