Returns & Refund

Returns & Refund

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 to 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.

Orders for Priestess Crimson Figurine can´t be cancelled after January 4th, 2024 (14:00 GMT+9).

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 the order has not been shipped. 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.

Returns Policy for Identity V 5th Anniversary Gift Box

Once opened, the gift box cannot be replaced, except for quality issues. To contact customer service regarding any quality issues, it is extremely important to follow the unboxing video instructions given below.

We highly recommend filming the unboxing video as soon as you receive your 5th-anniversary box so as to be able to get assistance from customer service.

Customer Service Contact:

For any issues with your 5th anniversary gift box, please ensure you capture a FULL, UNEDITED UNBOXING video.

How to film the UNBOXING video:

IMPORTANT: Do not edit or cut this video as it will not be accepted. Ensure that the device used for recording the unboxing video has sufficient memory space and battery. Additionally, make sure the filming location is well-lit to clearly display the items.

1. Start filming the unboxing process as soon as you receive your giftbox, showing the unopened box in its shipping package from all sides upon receipt. Showcase the unopened box from the top, bottom, and all sides, ensuring each angle is clearly visible and showing that it has not been opened.

2. After displaying the unopened box, proceed to perform the unboxing, revealing and thoroughly showing each item inside. Should you encounter any issues, please display them clearly to the camera.

Check these videos for example: 

For Physical Redemption Cards:

1. When redeeming physical cards, show the card number and record yourself as you scratch off the code's covering layer. Do not share this code with others, and only reveal it to the camera if a printing issue prevents you from seeing the entire code after scratching.

2. Film the process or screen record when trying to redeem the code in the game in case you encounter any issues when redeeming your code.

IMPORTANT NOTICE:

Please be aware that any videos that have been edited, cut, or fail to start filming the unopened box in its shipping package, or do not distinctly display all unopened sides of the box before opening, or do not clearly show the items inside the box, will NOT be considered valid.

This unboxing video will be used as evidence for after-sales service. We highly recommend recording the video upon receiving your package and recommend rejecting it if the box shows any signs of damage.

Redemption Codes:

The physical redemption cards for in-game items are inside the box. The Card Number (uncovered code) and the redemption code (covered code) are unique and separate. The redemption codes cannot be used before the gift box is delivered. Safeguard your redemption codes after signing for your gift box. We are not responsible for lost or stolen codes. If the redemption code is illegible due to printing issues, please contact our customer service for assistance.

Service Limitation Notice:

Please note that customer service for this product will only address quality issues until October 31st, 2024. Any concerns raised after this date will not be entertained.

Customer Service Instructions:

If you encounter a quality issue with your order, kindly email youdaosupport@youdao.com with:

-Your ORDER ID (Starting with YDSP) and the receipt time of the gift box.

-Detail the problem you experienced.

-Attach the unboxing video as proof.

-If you had any issue when redeeming the card, please also give us your game ID, picture of the card and screen record of when trying to redeem the code.

If the purchase was not made at www.smartyoudao.com, we regret to inform you that we cannot provide customer service; please contact the platform from which you purchased the product.

 

Returns & Customer Service for Youdao Products

  1. If your item has a quality issue, please contact us for within one (1) day 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.

The following items are not eligible for returns or exchanges:

1.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.

2.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.

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

4.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 1 day 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.


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