Thank you for shopping at Genshin Go! We want you to be completely satisfied with your purchase, but we understand that sometimes things just don't work out. Please read our Refund Policy below to learn how we handle refunds and returns.

Return Eligibility

  • To be eligible for a return, the item must be unused, undamaged, and in its original packaging. You will also need to provide a receipt or proof of purchase.
  • Returns are only accepted within 30 days of purchase.
  • Certain items, such as gift cards, are non-refundable.

Return Procedure

  • To initiate a return, please email us at
  • Please provide your order number, details of the item being returned and the reason for the return.
  • Our customer support team will guide you through the return process and provide you with further instructions.

Applicable Conditions for Return and Refund

  • Damaged or Defective Products: If you receive an item that is damaged or defective, we will gladly accept returns and offer a refund or replacement depending on your preference.
  • Incorrect Item: If the item you received is different from what you ordered, we will accept the return and provide a refund or send you the correct item.
  • Change of Mind: If you simply change your mind about your purchase, we accept returns, but shipping will be at the customer's expense. Refunds are provided for the cost of the product only, excluding any initial shipping charges.

Refund Processing

  • Once we receive your returned item, our team will inspect it to ensure it meets the return eligibility criteria.
  • If the return is approved, we will initiate the refund process.
  • You will receive your refund within 5 business days. Refunds will be made to the original method of payment used for purchase.

Shipping Fee

  • If the return is due to a manufacturing defect, damage during shipping, or our error, Honkai Shop will bear the shipping costs associated with the return.
  • For returns due to a change of mind or other non-defective reasons, the customer will be responsible for the shipping costs associated with the return.

Contact Information

  • For any inquiries or assistance regarding returns and refunds, please contact our customer support team at
  • We will respond to your email within 24-48 hours and provide the necessary support to facilitate the return or refund process.