General Policy

Due to the collectible nature of our products, all sales are considered final except in cases where an item arrives damaged, defective, or incorrect.

By placing an order on our website, you agree to the terms outlined in this policy.

Return Eligibility

We accept returns or replacements only under the following circumstances:

· The item arrived damaged or defective

· You received the wrong item

To be eligible for a return or replacement:

· You must contact us within 7 days of receiving your order

· The item must remain unused and in its original packaging

· You must provide clear photos and, when applicable, an unboxing video

Requests submitted after this period may not be accepted.

Damaged or Defective Items

An item may be considered damaged or defective if it arrives with a major issue that affects its display, structure, or intended appearance, including but not limited to:

· Visible breakage, cracks, or deformation on the figure

· Missing essential parts or accessories

· Detached parts that cannot be reattached normally

· Structural damage that prevents the item from being displayed or used as intended

· Major paint defects, stains, glue marks, or surface damage larger than approximately 3mm on the face or main visible display area

· Fabric tears, open seams, or plush damage larger than approximately 5mm

· Severe discoloration or obvious manufacturing flaws that are clearly visible in normal viewing conditions

Each case will be reviewed based on the photos or videos provided.

Normal Collectible Variations

Minor variations that commonly occur during manufacturing are not considered defects.

These may include, but are not limited to:

· Small paint variations under approximately 3mm

· Minor surface marks or tiny specks

· Slight color differences caused by lighting, screen display, or production batches

· Small glue traces in non-obvious areas

· Minor seam differences or plush direction differences

· Slight differences in face makeup, blush, or printed details

· Minor packaging dents, creases, or corner wear that do not affect the product inside

These variations are common in collectible plush dolls and art toys and do not qualify for returns or refunds.

Incorrect Items

A wrong item refers to receiving a product that is different from what was ordered, such as:

· Receiving a completely different product than the one listed in your order

· Receiving a different product type, series, or bundle than purchased

For blind box products, receiving a different design within the same series is not considered a wrong item, as blind boxes are randomly packed.

Blind Box Products

Blind box products are sealed and randomly packed. The specific design inside cannot be selected before opening.

Returns or refunds will not be accepted for the following reasons:

· Receiving a duplicate figure

· Not receiving a desired design

· Not receiving a Secret Edition

· Personal preference after opening the blind box

· Receiving a different regular design within the same series

Receiving different designs within the same series is part of the blind box experience and does not qualify as a wrong item.

Open Box / Non-Blind Products

For products where the design is clearly shown and not randomly packed, returns or replacements may be considered only if:

· The item arrives damaged or defective

· The wrong item was delivered

Returns based on personal preference are not accepted.

Bundle Products

For bundle products that include multiple items, such as blind box and open box combinations, returns must include all items from the bundle.

Partial returns from bundle purchases are not accepted unless approved by our support team for a specific damaged, defective, or incorrect item.

Packaging Condition

The outer packaging of collectible products is designed primarily to protect the item during shipping.

Minor dents, creases, scratches, or imperfections on the packaging do not qualify as product damage and are not eligible for return or refund.

If the packaging is severely damaged and the product inside is also affected, please contact us with clear photos.

Unboxing Video Recommendation

Because blind box products are sealed and randomly packed, we recommend recording a clear and uninterrupted video while opening the shipping package and the blind box.

If you receive a damaged product, incorrect item, or believe an item is missing, photos or an unboxing video may help us review and resolve the issue faster.

Claims submitted without sufficient proof may not be eligible for a refund or replacement.

How to Request a Return or Replacement

If you believe your order qualifies for a return or replacement, please contact us with the following information:

· Order number

· Description of the issue

· Clear photos of the product and packaging

· Unboxing video, if applicable

Customer Support: orders@pinmetoys.com

Please do not return any item without contacting us first. Our support team will review your request and provide further instructions.

Refunds

If your return request is approved, we will process either a refund or replacement based on the situation.

Refunds will be issued to the original payment method used during checkout.

Depending on your payment provider, it may take several business days for the refund to appear in your account.

Replacements

If a replacement is approved, we will arrange a replacement item when inventory is available.

If the same item is no longer available, we may offer an alternative solution, such as a refund or a comparable replacement, depending on the case.

Return Shipping

For approved damaged, defective, or incorrect item claims, we will provide further instructions and assist with the return or replacement process.

Return shipping fees may not be covered for unauthorized returns or returns that do not meet the eligibility requirements.

Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged or incorrect:

· Opened blind box products

· Items returned without prior authorization

· Items returned after the allowed return request period

· Items damaged after delivery due to misuse, improper handling, or personal modification

· Products returned due to personal preference

Order Cancellation

Orders can only be canceled before they are shipped.

Once an order has been shipped, it cannot be canceled.

Contact Us

If you have any questions regarding this policy, please contact our support team:

orders@pinmetoys.com