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Returns & Refund

Returns & Exchanges & Cancellation

Order Cancellation

Please check the model number, color, version number, quantity, recipient, shipping address and other information carefully before making payment. Once the order is placed, it cannot be changed easily. If you would like to cancel your order, please email us at youdaosupport@youdao.com. Your order cannot be cancelled once it has been shipped. 

For Identity V 5th anniversary products (Hardcover Gift Box, Colletor´s edition Gift Box, Desk Invasion Standard and Collectors Edition), you can cancel your order until July 4th, 2023 ( 23:59 GMT+8). After this date the orders for the 5th anniversary products can´t be cancelled.

Please send us a message through our website or to youdaosupport@youdao.com with your order ID (Starts with YDSP) and the name and phone number you wrote in the Shipping Details when you made your purchase. The refund can take up to 2 weeks after we cancel your order due to bank processing times.

For the Cannoneer Sculpture, you can cancel your order until the first week of June. 

For Identity V Official Merch non-related to the 5th anniversary, the cancellation and refund can only be made 24 hours after the purchase


If you would like to exchange an item, please contact our Customer Service representative by emailing us at youdaosupport@youdao.com 


We’re bummed if you're not 100% satisfied with the items you received. Please review our Returns Policy below:

Returns Policy for Youdao Products

  1. If you decide an item is not right for you, you can contact us for returns within three (3) days after receiving your items. It´s important that you keep the original packaging of the device.
  1. If your received an item that is damaged, please contact us by email at youdaosupport@youdao.com and share with us the picture and video of the item that has been damaged.
  2. If your received items that cannot be activated properly, please contact us via email or live chat and also provide the SN number (SN number can be found on the label that is behind the device), our technician can help you via Remote Assistance.

Returns Policy for NetEase Products (Identity V).

  1. For products with virtual items like the 5th Anniversary products of Identity V, we do not accept returns.
  2. You will not be able to apply for replacement once the box of your product has been opened, except for quality issues, if there is a quality issue, please send us an email to youdaosupport@youdao.com within the first 24 hours upon receiving your product with the proof shown in point 3.
  3. Please make sure that you take a full and unedited unboxing video to be used as proof for after-sales services, starting with the box in its shipping package upon receipt from the courier company. We suggest that you take the video and unbox it on the spot and reject it in the event that it´s damaged.

The following items are not eligible for returns or exchanges:

 a.The outer packaging of the item is damaged can not be returned or exchanged.

Items returned must be in their original, unused condition with the original packaging. Item that are worn, damaged, washed or altered in any way will not be accepted for returns.

b.The device damaged with scratches cannot be returned.

Items sent back without first contacting our Customer Service representative will not be accepted. Please note the address indicated on the packaging slip is not our return address. Items sent there will not be accepted for returns.

c.If the item breaks after being received due to mishandling or accident. 

d.Your refund will be processed after we receive your returned package. For customers who paid by PayPal, your refund will be processed in 2 days after receipt of your package. For customers who paid by credit card, your refund will be processed in 7 days after receipt of your package.

5. If a return item is shipped internationally, mark as "RETURNED GOODS" to avoid any Customs charges. We are not responsible for any charges imposed on packages returned by Customs. Unless otherwise agreed upon, the refund will be processed through the same payment method of the original purchase. We will notify the buyer if the product or packaging is found used or damaged as we reserve the right to deduct any depreciation in value when refunding the product.

6.We will gladly accept returns within 3 days from the date you received your items. Please follow the process below to process your returns:

6.1 Get in touch with our customer service representative by sending us a request in your account. Alternatively, you can email us at youdaosupport@youdao.com. Indicate which item(s) you would like to return and the reason.

6.2 Our customer service representative will get back to you within 24 hours with a return address for you to ship your parcel.

6.3 Place the item(s) in the original packing and seal the parcel securely. Put the return address you received from our customer service representative onto the package.

6.4 Drop off your package at your local post office.

1.5 Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our returns policy.