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.
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
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.
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
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!
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.
A $3.99 USD restocking fee will be charged per returned item (gear needs a quick tune-up before reboarding)
Original shipping fees and Shipping Protection are non-refundable (once the mission lifts off, fuel’s already burned)
Please select a shipping method with tracking and provide the tracking number (return labels are not provided)
Return shipping costs and customs duties must be covered by the customer
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.
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.
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.