Refund policy

Change Delivery Address
The delivery address can only be changed before the shipping email. To request a delivery address change, please email us at goodsgoodsservice@bluepoch.com and ensure the new address is complete and accurate. Only one delivery address change is allowed per order. While address formats vary by country/region, a standard delivery typically includes:
● Street number and name
● City
● State/Province
● Zip/Postal code
● (if applicable)Workplace or apartment number
Please Note: Address changes can only be made within the same country, as shipping fees and taxes differ between countries.

 

Change Item(s)
We cannot change the item(s) in an order once it has been placed. If necessary, you may email us at goodsgoodsservice@bluepoch.com to cancel your order. After cancellation, you can place a new order with the desired items.

 

Cancellations
Orders can only be canceled before shipment. If you have not received the shipping email yet, email us at goodsgoodsservice@bluepoch.com with your full name and order number to request a cancellation.

 

Reporting Damages or Other Issues with Your Order
Upon receiving your order, please inspect it immediately. If you find that an item is defective, damaged, or incorrect, you must notify us within 5 days of receipt to be eligible for a resolution.
To report an issue, please email us at goodsgoodsservice@bluepoch.com and include the following details in your email:
l Your full name
l The trackable order number
l Clear unpacking videos and photos of the damaged, defective, missing, or incorrect item(s) with the shipping label visible in the same frame
l Clear photos or videos showing how the item(s) was/were packed
All the details listed above are are required for processing your request. Please note that support requests submitted more than 5 days after receipt will not be processed.

 

Returns
You have 7 days from the date you receive your item(s) to initiate a return request. Please take note of the following important information regarding returns:
To qualify for a return:
• The item must be in the same condition as when received: unused, unworn, with all original tags, and in its original packaging.
• You must provide the corresponding proof of purchase, such as a receipt.
Please Note: Items that fail to meet these conditions will not be eligible for a return or refund.
If your item(s) are eligible for return, please contact us at goodsgoodsservice@bluepoch.com to initiate the return process. Please note, only returns that have been pre-approved by our team will be accepted. Returns sent without prior approval or to an incorrect address will not be processed and will be rejected.
By submitting a return request, you acknowledge and agree that you will bear the return shipping costs, as well as handle any relevant matters such as customs clearance and payment of taxes and fees during the return process. You are also responsible for any additional expenses that may arise as a result.
Once your return request is approved, we will provide you with detailed instructions on how and where to send the package. You will also need to provide the tracking number for the return shipment. All return shipping costs are your responsibility. The item(s) being returned remain your responsibility until we receive them.
Please Note: Any returned item we received in less than the origin new condition as when received cannot be returned to stock and will not be processed for a refund. If we determine that the returned item(s) cannot be resold, we will not process a refund.

 

Non-Returnable Items
The following items are not eligible for return:
• Perishable goods (e.g., food, flowers, plants)
• Customized or personalized items
• Personal care products (e.g., beauty items)
• Hazardous materials, flammable liquids, or gases
• Sale items or gift cards
• Digital contents(e.g., cosmetic skins in the game)
If you have questions regarding a specific item’s eligibility, please contact us prior to purchase.

 

Exchanges
We do not offer an exchange service. You may return the original item by following the steps outlined above. Once your return is approved and processed, you can place a new order for the desired item.

 

Refunds
Once we receive and inspect your return, it will take us 7 to 10 business days to process your return. If approved, we will notify you and refund the full purchase price of the item(s) but the shipping costs are charged by the carrier which are non-refundable, and will be deducted from your refund(if any). The refund will be processed to your original payment method within certain amount of days. Refund processing times may vary depending on your financial institution.

 

Contact Us
For any questions or concerns regarding returns or refunds, please contact our support team at goodsgoodsservice@bluepoch.com.