Not all items are eligible for refunds, such as items with events (e.g. video calls, fansigns, showcases, livestreams, etc.), clearance items, and unfulfilled orders past the 90 day policy. Signed albums are also final sale but can be cancelled before they are shipped and you can submit a claim if there is something damaged, missing, or you received the wrong item by logging in to the hello82 Help Center and clicking "Submit a Request."
Need a quick answer? Check out the claims FAQ for an answer to common refund/cancellation questions :)
Cancellations can be made by the customer by going to your order confirmation email, clicking "View Your Order," and then clicking the "Cancel" button at the bottom. You may also cancel the order via the Shop App. If you cancel on your own, the cancellation initiates an automatic refund and it takes approximately 3 to 9 business days for the amount to show up in your form of payment.
SIGNED ALBUMS have a no cancellation policy 10 days before the album release date. Cancellations will no longer be available after this point. (e.g. The release date for a signed album is 12/25/23, then the last day to cancel your order is 12/15/23. Requests to cancel the order after 12/15/23 will not be accepted.)
After an order has generated a tracking number, it is prepared for shipping and it is too late to cancel.
Not all items are eligible for cancellation, you may login to the hello82 Help Center and submit a cancel Request Form so that a representative can further assist you and see if your order is eligible for cancellation.
If you ordered online for in store pickup, the refund/exchange claim policy remain the same as buying online items.
You must submit an unboxing video within the 7 days of picking up your order for missing/damage/wrong/return/exchange/refund claims.