Return & Refund Policy

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.
Besides our online space capsule, YUYU ACTIVE also operates physical supply stations on Earth. If you made your purchase at one of our official physical stores, you may initiate a return mission, but the terms differ slightly. Please refer to the guidelines below:
Besides our online space capsule, YUYU ACTIVE also operates physical supply stations on Earth. If you made your purchase at one of our official physical stores, you may initiate a return mission, but the terms differ slightly. Please refer to the guidelines below:
📅 Can I return my purchase?
For purchases made at physical stores, we do not offer cash refunds or credit card reversals. However, within 7 days of the purchase date, with the original receipt and intact item, you may choose one of the following options:
1.Exchange the item for a different size (same style and color; one-time exchange only)
2. Convert your return into YUYU CASH (redeemable in-store or online)
⚠️ Returns will not be accepted after 7 days from purchase.
✅ In-Store Return Conditions
To ensure smooth starship operations, only items meeting all of the following conditions are eligible for in-store return or exchange:
1.Item is unused, unwashed, and unaltered
2.Original tags and packaging are intact, no odors or stains
3.Original purchase receipt or invoice from the same transaction is provided
4.Return/exchange must be made at the original store of purchase
🚫 Ineligible for In-Store Return
Returns/exchanges cannot be processed under the following circumstances:
1.Missing proof of purchase (receipt or e-receipt)
2.Signs of use, wear, or odor
3.Tags removed or packaging damaged
4.Intimate apparel, accessories, or items with 40% or more discount
5.FINAL SALE items or promotional giveaways
💡 In-Store Shopping Reminders
1.The in-store return/exchange process only applies to items purchased at physical stores and does not apply to online orders.
2.If you wish to return items purchased online, please follow the online return procedure.
3.In case of returning in-store gift-with-purchase or add-on items, all accompanying items must be returned together. Otherwise, the value of any missing item will be charged at original price.
🛰️ In-Store Support & Contact Information
If you encounter any difficulties during your recall mission at a physical supply station, our in-store crew will be happy to assist.
You may also contact our Customer Support Center via the website.
North America Region:
New York Times Square Station — Now boarding, stay tuned ~
New York Fifth Avenue Station — Now boarding, stay tuned ~
New York Flushing Station — Now boarding, stay tuned ~
Los Angeles Station — Now boarding, stay tuned ~
San Francisco Station — Now boarding, stay tuned ~
Miami Station — Now boarding, stay tuned ~
Ottawa, Canada Station — Now boarding, stay tuned ~
Toronto, Canada Station — Now boarding, stay tuned ~
Europe Region:
Paris 8e Arrondissement Station — Now boarding, stay tuned ~
Paris Le Marais Station — Now boarding, stay tuned ~
London City Station — Mission in progress. Stay tuned.
Berlin Charlottenburg Station — Mission in progress. Stay tuned.
Madrid Salamanca Station — Mission in progress. Stay tuned.
Barcelona Eixample Station — Mission in progress. Stay tuned.
Asia Region:
Taipei Xinyi Station — Mission in progress. Stay tuned.
Taipei Zhongshan Station — Mission in progress. Stay tuned.
Taichung 7th Redevelopment Zone Station — Mission in progress. Stay tuned.
Tainan Xintiandi Station — Mission in progress. Stay tuned.
Kaohsiung Zuoying Station — Mission in progress. Stay tuned.
Shanghai Pudong Station — Mission in progress. Stay tuned.
Beijing SKP Station — Mission in progress. Stay tuned.
Guangzhou Taikoo Hui Station — Mission in progress. Stay tuned.
Shenzhen K11 Station — Mission in progress. Stay tuned.
Chengdu Station — Mission in progress. Stay tuned.
Hong Kong K11 Station — Mission in progress. Stay tuned.
Singapore ION Orchard Station — Mission in progress. Stay tuned.
Tokyo Bayside Station — Mission in progress. Stay tuned.
Osaka Shinsaibashi Station — Mission in progress. Stay tuned.
Seoul Hongdae Station — Mission in progress. Stay tuned.
Kuala Lumpur Pavilion Station — Mission in progress. Stay tuned.
Penang Gurney Paragon Station — Mission in progress. Stay tuned.
Mumbai Station — Mission in progress. Stay tuned.
Delhi Station — Mission in progress. Stay tuned.
Asia Region (continued):
Bangalore Station — Mission in progress. Stay tuned.
Thailand Sukhumvit Station — Mission in progress. Stay tuned.
Indonesia Grand Indonesia Station — Mission in progress. Stay tuned.
Philippines SM Station — Mission in progress. Stay tuned.
Vietnam Royal City Station — Mission in progress. Stay tuned.
Middle East Region:
Dubai Mall Station — Mission in progress. Stay tuned.

🪐 Online Return Policy｜Return to Base Protocol

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:
  • Return request submitted past the eligible time window
  • Product is used, washed, stained, or has noticeable odor
  • Tags removed or packaging damaged
  • Missing accessories or unreturned promotional gifts (full retail value of gift will be deducted)
  • Intimate apparel (e.g., underwear, swimwear), accessories (e.g., earrings, hair clips)
  • Customized items (e.g., embroidery, printed, altered)
  • Personalized or made-to-order items
  • Bundled item returns that result in disqualification from the original promotion
🔧 The following are NOT considered defects:
  • Loose threads, unopened buttonholes, or buttons that can be easily reattached
  • Size variation within ±1–2 cm is within acceptable tolerance
  • Slight dye odor, color differences due to lighting or screens, or unmet personal expectations
  • 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).
If you choose to refund to your Star Account, we will reward you with an additional 10% YUYU CASH ✨.
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:
• Repeated unreasonable or malicious return requests.
• Failure to follow the return process (e.g., late shipment, incomplete info)
• 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.

YUYU ACTIVE thanks every explorer for joining us on this journey through the universe.

We look forward to your next mission.