Refund policy
Return & Refund Policy
Last updated: [06/29/2026]
Thank you for shopping with Gugu Collects!
Blind Boxes & Trading Cards
Due to the nature of our products, all blind box items (including but not limited to Sonny Angel, Smiski, and other blind box series) and trading cards (including Pokémon cards) are final sale once opened and cannot be returned, exchanged, or refunded.
This policy exists because:
- Blind box products are sold sealed and unopened by design — the "surprise" element means the contents cannot be verified or restocked once the seal is broken.
- Once a card pack or box is opened, we cannot guarantee the condition or authenticity for resale, and for hygiene and inventory integrity reasons we are unable to accept it back into stock.
We carefully inspect all items before shipping to ensure they leave our store in sealed, undamaged condition.
Unopened / Sealed Items
If you receive an item that is still in its original, unopened, sealed packaging and you would like to return or exchange it, please contact us within 7 days of delivery at:
Please include:
- Your order number
- Photos of the unopened item and packaging
- Reason for return
Once approved, we will provide instructions on how to send your item back. Items must be returned in their original, sealed condition to qualify for a refund or exchange.
Damaged or Defective Items
If your order arrives damaged or you received the wrong item, please email us at gugucollects@gmail.com within 7 days of delivery with photos of the item and packaging, and we will resolve this with a replacement or refund — no need to worry about the "unopened" rule in this case, since the issue is on our end.
Questions?
Reach out anytime at gugucollects@gmail.com — we're happy to help.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at gugucollects@gmail.com.