Return Policy

TOSUNI Returns & Exchanges Policy

At TOSUNI, we want you to be completely thrilled with your new K-Pop albums, cute stationery, and beauty finds. If something isn’t quite right, we’re here to help.

1. General Returns — 3-Day Policy

You have 3 days from the date your order is marked as “delivered” to request a return or exchange.

For customers shopping at our Willetton store, the 3-day period begins from the date shown on your receipt.

To be eligible for a return or exchange, items must be in their original, unopened condition, with all original manufacturer’s plastic wrap and packaging fully intact.

2. The Golden Rule: Unboxing Videos

To ensure fairness and protect our community, a full, unedited unboxing video is required for any claims regarding damaged, defective, incorrect, or missing items.

How to film your unboxing video:

Please start recording from the shipping label on the unopened package. Clearly show the moment you cut the tape, open the box or satchel, and unwrap each item.

Why we need it:

This allows us to verify the issue with our packing team or suppliers quickly. Unfortunately, we may not be able to assist with missing, damaged, defective, or incorrect item claims without this video.

3. Change of Mind

Changed your mind? No problem.

You may return unopened items within 3 days, provided they meet our return conditions. Please note that original shipping charges are non-refundable, and customers are responsible for return shipping costs.

We strongly recommend using a trackable shipping service, as TOSUNI cannot be held responsible for lost return parcels.

4. Random Versions, Member Versions & Photocards

Please note that all random version items are distributed randomly, so specific versions cannot be guaranteed.

Member version photocard items are also random unless otherwise specified, and specific members cannot be guaranteed.

We will do our best to accommodate album version or member preferences where possible; however, this cannot be guaranteed.

Not receiving your preferred member, photocard, inclusion, or specific album version is not considered a valid reason for return, exchange, refund, or cancellation.

5. Direct Payment Policy

For orders placed using Direct Payment/ Bank Transfer, payment must be completed within 48 hours of placing the order. If payment is not received and confirmed within 48 business hours, the order will be automatically cancelled without further notice.

Please ensure that your payment reference includes your order number or full name so we can confirm your payment quickly and accurately.

6. Cancellation, Exceptions & Non-Returnable Items

For hygiene, safety, and fairness, the following items are strictly final sale and cannot be returned, exchanged or cancelled:

Personal Care & Beauty Products
All K-Beauty cosmetics, skincare, and personal care items.

Mystery Packs & Lucky Draws
Due to the randomised nature of these products, mystery packs, lucky draws, and random photocard products cannot be returned or exchanged under any circumstances.

Sale & Clearance Items
Clearance, discounted, promotional, or final sale items.

K-Pop Album Inclusions
Random inclusions such as photocards, postcards, posters, member items, POBs, lucky draws, and album versions are distributed randomly unless otherwise stated. Preferences cannot be guaranteed.

Pre-Order Item

Pre-order items may be cancelled within 24 hours of placing your order. After 24 hours, cancellation is no longer available as the order will have already been placed with our supplier. Please choose carefully before placing a pre-order, as pre-order items cannot be cancelled, changed, or refunded once the 24-hour cancellation period has passed.

Estimated release and arrival dates may vary depending on the supplier, manufacturer, shipping, or customs processing. We will do our best to keep customers updated if there are any significant delays.

Cancellations with Afterpay

Cancellations can only be processed before your order has been fulfilled, packed, or dispatched.

Please note that if you choose to cancel an order paid via Afterpay, a standard administration fee may be deducted from your refund to cover the non-refundable merchant fees incurred by TOSUNI.

Once an order has been fulfilled or dispatched, it can no longer be cancelled.