Return & Refund Policy
Return & Refund Policy
Return & Refund 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:
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The item arrived damaged or defective
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You received the wrong item
To be eligible for a return or replacement:
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You must contact us within 7 days of receiving your order
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The item must remain unused and in its original packaging
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:
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visible breakage or cracks on the figure
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severe paint defects or major manufacturing flaws
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missing essential parts or accessories
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structural damage that significantly affects the display of the product
Minor variations that commonly occur during manufacturing are not considered defects, including but not limited to:
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small paint variations
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minor surface marks
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slight color differences
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minor packaging imperfections
These variations are common in collectible figures 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:
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receiving a completely different product than the one listed in your order
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receiving a different product type or series 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 randomly packed collectible items. The specific design inside cannot be selected before opening.
Returns or refunds will not be accepted for the following reasons:
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receiving a duplicate figure
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not receiving a desired design
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not receiving a secret edition
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personal preference after opening the blind box
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 may be considered only if:
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the item arrives damaged or defective
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the wrong item was delivered
Returns based on personal preference are not accepted.
Bundle Products (Blind Box + Open Box Sets)
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.
Packaging Condition
The outer packaging of collectible products is designed primarily to protect the item during shipping.
Minor dents, creases, or imperfections on the packaging do not qualify as product damage and are not eligible for return or refund.
Unboxing Video Requirement
Because blind box products are sealed, we strongly recommend recording a video while opening the shipping package and the product.
If you receive a damaged product or believe an item is missing, a full and uninterrupted unboxing video may be required as proof when submitting a claim.
Claims submitted without sufficient proof may not be eligible for a refund or replacement.
How to Request a Return
If you believe your order qualifies for a return or replacement, please contact us with the following information:
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Order number
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Description of the issue
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Photos of the product
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Unboxing video (if applicable)
Customer Support: orders@pinmetoys.com
Please do not return items 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.
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.
Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged or incorrect:
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opened blind box products
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items returned without prior authorization
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items returned after the allowed return request period
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