● Return Period
- Return requests for damaged and/or defective merchandise must be submitted within 14 days of receiving the product.
- Only orders where the product is damaged and/or defective, or where the wrong product was delivered, are eligible for returns.
- Orders containing game coupons, where the coupon has been used, are ineligible for returns/exchange.
- If the delivered merchandise is either damaged and/or defective, you can submit a request for an exchange/return within 7 days of receipt.
● How to Apply for a Return
- Submit a request via Support > 1:1 Inquiry.
- Please inform us of your order number, details about the package's return, and provide photographs, etc. in your request. (If the product contains a game coupon, you will need to include your MID in the application.)
- Further information on the return procedure will be provided once the request has been approved.
- In some cases, return requests that have been rejected may not be eligible for refunds.
● Return Costs
- In the case of returns made due to a simple change of mind, return shipping expenses (the initial shipping costs + the return shipping costs) are deducted from the total refund amount.
- If a return is being made due to the product being damaged, defective, or the delivery was made in error, the Cookie Run Store will cover incurred shipping expenses.
● Important Information About Returns
Please note that returns must include all tags and the packaging returned in the same condition as when the product was first received. Returns may not be made in the following cases:
- Orders that have passed 14 days from the date of receiving the product
- The product's packaging has been opened and/or has signs of use
- The product has been lost, damaged, or destroyed due to customer's negligence
- The product has been intentionally damaged
- The returned product does not contain all the original components
- The product contains copyable in-game rewards or similar products, and the packaging has been damaged
● Refund Process
- Orders that have been cancelled or returned will have their payments repaid through the same payment method as the order was initially made in, within 3 to 7 business days.
- In the case of payments made via PayPal, this process may take up to 30 days.