Refund Policy – Teyvat Factory

Refund Policy

Welcome to Teyvat Factory! 

The All in One stop for the Travelers searching for Awesome Genshin Products at a reasonable price. Explore the biggest Genshin Store and dive into the vast sea of exceptional Genshin Merchandise, Coming 'Straight Outta Teyvat'.

We currently are affected with the Covid restriction hence, your products and refund requests might get delayed a bit, but, rest assured we are working hard to provide you with the best service possible. Thank You for your cooperation.


Majority of our products have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us through our email. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

After the return has been processed, you will be asked to provide the Customer Care with the pictures of the product to support the claim/reason of return/refund. After reviewing, you will be asked to ship the package back to us. Please refer to the "Non Returnable" section before making your purchase.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. (This doesn't include the Boxes, packages outer covering and cases)

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. We do not accept returns for Figurines (Code:TF193), the only acceptable return related to Figurines is in the case of damage in transit or misprint. Please get in touch if you have questions or concerns about your specific item. We do not accept returns for Clothing Accessories in case of a size/fit issue (Code:TF880). Only acceptable returns related to Clothing accessories/Apparels is, in case of Damaged/Defective Product (Code:TF104) or Printing Mistakes(Code:TF703).

Code:TF738 (Quality not as expected in comfort/dimension/colour/shade/material) doesn't fall under our return policy either, as precise details and reviews are available on our website for customers to read and refer before making a purchase. Please note, the dimensions of the products are approximate and may have a slight difference of a few centimeters. The colour on the website might look different due to screen and lighting. Slight material and design changes of the products are done by the designer team for some items every 5 months to satisfy the customers with better experience.

Shipping merchandise takes time and can be delayed due to various reasons, hence we do not guarantee precise delivery time. Delayed Delivery (Code: TF692) doesn't fall under our return policy. We do not accept returns for pre-custom manufactured limited edition products (Code: TF078).

Unfortunately, we cannot accept returns on pre-sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return/Exchange of Clothing accessories in case of Code TF880 will not be accepted, as a detailed size chart is available for the customers to refer before making a purchase.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too. Once the refund process is initiated, the buyer will be asked to share the relevant images according to the claim for returning the product. If the buyer doesn't respond within 10 days from the date of initiating the refund request, the refund process will automatically be closed.

Pre Order products are non refundable as the products are produced after a required minimum bulk quantity. These take exceptionally long to produce and to get delivered as well. In case, if the ordered products don't reach the minimum production quantity required, aka couldn't be started with the production process, the amount is only then applicable for a refund. If the production is in process, the amount is non refundable. Pre order products will take more than 50 days to get delivered.

Gifts Bags, Gift Cards, Gift Boxes once assembled and shipped can not be refunded or cancelled.

False Refund Claims and Disputes

False claims will not be entertained. Once the refund request has been processed, you will be asked by the Customer Care associates to share a few pictures of the product from the places/angles the product is defective. The box, cases and covers do NOT come under the defective category as the Box/cases/covers can be damaged due to shipping. If Customer Care approves of the issues and pictures relevant to the problem stated, we'll happily refund the total amount after the Return is completed. You are requested to respond to Teyvat Care emails and provide necessary details in order to proceed with the Refund Process. If not, unfortunately, we won't be able to help you with it further.