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Return Policy

Return & Refund Policy (summary)

Effective Date: 19.07.2025
Last Updated: 21.07.2025

For your convenience, we’ve summarized our return policy here. If you need all the legal details (which apply in case of a disagreement), please see the full version below.

General 14 days-Return Period 

We understand that sometimes things don’t work out. That’s why we offer a 14-day return period. If you are not satisfied with a product (excluding exceptions below), you can request a return within 14 days of receiving your order.

To start a return, email us at service@onlygenu.com and request a Return Authorization (RA). Returns sent without prior approval will not be accepted.

Return Eligibility

To qualify for a return, the following conditions must be met:

  • You must submit the return request within 14 days of receiving the product.

  • The item must be unused, unopened, undamaged, and in its original packaging.

  • For blind box items (e.g., Labubu figures), the box must not be opened under any circumstances.

  • Items must include all accessories and the original receipt or proof of purchase.

  • The customer must cover return shipping costs unless the return is due to an error on our side (e.g., incorrect or defective item).

For Labubu blind box, we go a step further:

If your Labubu blind box turns out to be inauthentic, we will offer you double the selling price as compensation.

To be eligible for this special compensation, you must:

  • Record a full, unedited unboxing video starting from the moment the package is received, showing the shipping label clearly, then opening the package and inspecting the product.

  • The video must be continuous and unedited, with a clear view of the entire process.

This helps us ensure trust on both sides and prevents fraud. We take authenticity seriously and want our customers to shop with confidence.

Special Conditions for Blind Box Items

Due to the nature of blind boxes, we do not accept returns or exchanges if the item has been opened, even if the content is not what you expected.

We are a professional reseller and do our best to source authentic merchandise. We are not responsible for manufacturer-related issues such as:

  • Duplicates in a full set,

  • Misprints or design defects from the original brand,

  • Minor flaws or manufacturing inconsistencies.

Additionally, original packaging damage (such as dents or scuffs to the box) caused during shipping is not covered

Damaged or Wrong Items

If your product arrives severely damaged, or you receive the wrong item, please notify us within 48 hours of delivery. Include:

  • A clear description of the issue,

  • Photos of the item and packaging,

  • An unedited video of the unboxing if available.

We will evaluate the case and offer a replacement, exchange, or refund depending on the situation.

Non-Returnable Items

We cannot accept returns for:

  • Opened blind box items

  • Custom-made or personalized products

  • Used or worn products

  • Perishable goods or hygiene items

  • Items bought on sale or clearance

  • Products with opened package that cannot be re-sold without re-packaging.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be processed to your original payment method.

Please note:

  • We do not issue refunds until the returned item is received and inspected.

  • Refunds may take several business days to appear, depending on your bank or card provider.

Packaging & Shipping Responsibility

Due to the unpredictable nature of international shipping, we are not liable for minor cosmetic damage to packaging.

Final Notes

By placing an order, you agree to this return policy. We reserve the right to interpret and update this policy at our discretion.

For any after-sale concerns or assistance, feel free to reach us at service@onlygenu.com. We are always happy to help!

Return & Refund Policy (Comeplete Version)

Effective Date: 19.07.2025
Last Updated: 21.07.2025

Thank you for shopping at our store. This Return & Refund Policy outlines your rights and our responsibilities in the event you wish to return a product or request a refund. Our goal is to ensure a transparent and trustworthy shopping experience while protecting the integrity of our collectible items and business operations.

This policy complies with applicable consumer protection legislation, including the Dutch Civil Code and the European Consumer Rights Directive (2011/83/EU). Please read it carefully before placing an order.

1. Right of Withdrawal (14-Day Return Window)

In accordance with Article 6:230o of the Dutch Civil Code, consumers within the EU have the right to withdraw from their purchase agreement within 14 days of receiving the product, without providing any reason.

To exercise your right of withdrawal:

  • You must notify us in writing within 14 days of receiving the item.

  • Notification can be sent via email to: service@onlygenu.com

  • Please include your order number, full name, item(s) you wish to return, and a brief description (if applicable).

  • After approval, you have 14 days to return the item to us.

2. Extended Authenticity Guarantee for Blind Box Collectibles

We understand the concerns surrounding the authenticity of collectible items, particularly blind box items. We are committed to ensuring product authenticity.

2.1 Compensation for Counterfeit Items

If you purchase a blind box item and discover it is not authentic, we offer a refund equal to double the purchase price (200%). This is our extended commitment to transparency and customer satisfaction.

However, to prevent misuse of this policy, you must meet all of the following criteria:

  • Provide a continuous, unedited video recording starting from the moment of receiving the parcel.

  • The video must show:

    • The outer shipping label and unopened box.

    • The process of opening the box.

    • The interior packaging and product inspection.

  • The product and its original packaging must remain untampered and intact throughout the recording.

  • The video must be submitted to us within 48 hours of delivery.

Claims without such a video or with edited/unclear footage will be denied.

3. General Conditions for Standard Returns

For returns not related to authenticity concerns, the following conditions must be strictly met:

  • The item must be unused, unopened, undamaged, and in its original retail packaging.

  • All tags, manuals, inserts, and accessories must be included.

  • The product must be in resalable condition.

  • Any returns must be authorized in writing before being sent back.

  • You must initiate the return request within 14 days of receiving your order.

  • Items must be returned within 14 days of receiving return approval.

4. Items Excluded from Return

The following categories of products are non-returnable:

  • Blind box items that have been opened or unsealed.

  • Custom-made, personalized, or pre-ordered items.

  • Used items or products showing any signs of wear, use, or tampering.

  • Hygiene-sensitive products (e.g., hair accessories, earrings).

  • Digital goods, gift cards, or downloadable items.

  • Products sold under clearance, flash sale, or final-sale status.

Please note that certain manufacturer-origin defects are not eligible for return. This includes:

  • Repeated characters or figures within a blind box set.

  • Misprints or cosmetic flaws from the original brand.

  • Paint discrepancies, seam lines, or joint irregularities.

These issues are not considered faults under EU consumer law and are common in mass-produced collectibles.

5. Shipping Damage & Packaging Conditions

We try to avoid shipping and packaging damages to the best of our abilities. However, please note:

  • We are not liable for damage to outer packaging (e.g., scuffed box corners or creased boxes) that occurs during transit.

  • We do not offer compensation for damage to product boxes or cases unless the product itself is damaged or rendered unusable.

  • Claims for shipping-related damage must be made within 48 hours of delivery and must include photographic and video evidence.

6. Return Procedure

Step 1: Contact Us

Email our customer service team at service@onlygenu.com to request a Return Authorization (RA). Do not send items back without our written authorization.

Step 2: Pack Your Return

  • Use the original box if possible.

  • Include the product, all original components, and the packing slip.

  • Ensure the product is secure to prevent damage in transit.

Step 3: Ship Your Return

  • Return shipping is at the customer’s own expense, unless the return is due to our error.

  • We recommend using a trackable shipping method with insurance.

  • Items lost or damaged during return shipping are not our responsibility.

Step 4: Refund Processing

  • Upon receiving the returned item, we will inspect it within 15 business days.

  • If approved, a refund will be issued to your original payment method within 7–14 business days.

  • Shipping costs, customs duties, and handling fees are non-refundable.

7. Refusal or Withholding of Refund

We reserve the right to refuse or delay refunds in any of the following circumstances:

  • The item has been used, opened, or damaged.

  • The returned item differs from the product originally shipped.

  • Unauthorized returns are received without an RA number.

  • Items are incomplete, missing accessories, or returned after the deadline.

  • The returned product is deemed non-genuine or fraudulently claimed.

In such cases, the customer may be required to pay for reshipping if they wish the item returned.

8. Exchanges

We currently do not offer exchanges unless the item was sent in error or arrived severely damaged. In all other cases, please return the item following the process above and place a new order if needed.

9. Dispute Resolution

If you are dissatisfied with our response to a return or refund claim, you may:

This platform offers an independent way to resolve cross-border disputes between EU consumers and businesses.

10. Policy Abuse & Fraud Prevention

To ensure fairness for all customers, we reserve the right to:

  • Limit return privileges for excessive return behavior.

  • Investigate and report suspected fraudulent return claims.

  • Deny compensation for items altered, swapped, or falsely claimed.

We log and monitor claims for compliance and may suspend accounts suspected of violating our return policies.

11. Policy Updates

We reserve the right to update or modify this Return & Refund Policy at any time without prior notice. Changes will take effect immediately upon publication. The version applicable to your order is the version published on our website at the time of purchase.

12. Contact Information

For all return and refund inquiries, please contact our customer service team:

Email: service@onlygenu.com
Business Hours: 9.am to 5 p.m (Monday to Friday)
Chamber of Commerce Registration Number (KvK): 89915437
VAT Number: NL004771993B50