Terms of service

These terms apply when you browse or place an order with Genshin Merch at genshinmerch.com.

Products and availability

The product page and checkout show the description, price, currency, availability, and options presented for an order. Official merchandise and fan-made or third-party merchandise are identified on the relevant product page. Genshin Merch is an independent retailer and is not an official HoYoverse or miHoYo store.

Cancellations and preorders

For a standard order, use the contact form immediately if you want to request a cancellation or change. We will try to help only while the order has not entered processing, and approval is not guaranteed. A paid preorder cannot be cancelled, transferred, or refunded. If the supplier or creator cannot produce or deliver a preorder, we will cancel it and issue a full refund.

Shipping, returns, and refunds

Our Shipping Policy and Refund Policy form part of these terms.

Mandatory consumer rights

Nothing in these terms limits rights that cannot be excluded under the consumer law that applies to an order.

Contact

Use the contact form. Support hours are Monday to Saturday, 9:00 a.m. to 6:00 p.m. China Standard Time (UTC+8).