— LEGALReturn & Refund Policy

This policy applies to physical merchandise bought in the LATOO shop, whether it ships to you or you collect it in person at a partner pickup location. It does not apply to concert or event tickets — those are sold by third parties under their own refund rules, as set out in our Terms of Service.

We accept returns and replacements for items that arrive damaged inside the sealed packaging, or when the item you received is not the item you ordered. If we confirm either, the choice is yours:

• A replacement of the same item, or
• A full refund of what you paid for that item.

K-pop releases sell out and are frequently discontinued, so a replacement is not always possible. If we cannot source one, you get the full refund instead — you are never left with neither.

Albums, photocards and collectibles lose their collector value the moment they are opened, so we do not accept change-of-mind returns. The following are not treated as defects:

• Minor factory imperfections — micro scratches, superficial dents, slight edge or corner wear, or marks on the outer wrapper. These occur normally in mass production and international transit and do not affect the merchandise inside.
• Which random photocard, poster or other randomised inclusion you received. Those are drawn at random by the manufacturer and are never selected, influenced or guaranteed by us.
• Changing your mind, ordering by mistake, or no longer wanting the item.
• Items opened, used or damaged after delivery.

Claims must reach us within 3 days of delivery — counted from the carrier's delivery scan, or from the day you collect the order for in-person pickup. After that we have no way to tell whether the damage happened in transit or afterwards, so we cannot accept the claim.Please open your parcel promptly and photograph anything wrong before handling the item further. Filming the unboxing is the single most useful thing you can do — it settles almost every claim immediately. For in-person pickup, check the item at the counter before you leave if you can.

Email info@latooevent.com within the 3-day window and include:

• Your order number.
• Clear photos of the item and of the packaging it arrived in (including the shipping label).
• Your unboxing video, if you have one.
• Whether you would prefer a replacement or a refund.

Please wait for our reply before sending anything back — an unannounced return can arrive without us being able to match it to your order. Once we confirm the item is damaged or incorrect, we cover the cost of returning it.

Approved refunds go back to your original payment method through Shopify, our checkout and payment processor. Banks and card issuers generally take a further 5–10 business days to post the money to your account, which is outside our control. Where an entire order was damaged or incorrect, we refund the original shipping you paid as well.

Orders are sorted and dispatched within 1–2 business days, so if you need to cancel, email us as soon as possible and we will stop the order if it has not yet been packed. Once it has been dispatched, this policy is what applies.

Anything unclear, or a situation this page does not cover? Write to info@latooevent.com or reach us at 401 Ryland St. Ste 200 A, Reno, NV 89502, USA. This policy is governed by the laws of Nevada, USA, and sits alongside our Terms of Service. Nothing here limits any statutory consumer rights you have where you live.