Refund policy

Return and Refund Policy

Last updated: October 29, 2026

This Return & Refund Policy applies to purchases made through pinmetoys.com in the United States, the United Kingdom, Germany, France, Italy, the Netherlands, Canada, Australia, New Zealand, Japan, Singapore, Thailand, Malaysia and Hong Kong. The market-specific terms below apply where relevant. Nothing in this Policy excludes or restricts rights that cannot lawfully be excluded.

Damaged, defective, incomplete, or incorrect items

Please inspect your order after delivery. If an item is damaged, defective, incomplete, or different from what you ordered, contact support@pinmetoys.com as soon as reasonably possible, preferably within 7 days of delivery.

Please provide:

your order number;

a description of the issue;

clear photographs of the item, packaging, parcel, and shipping label; and

an unboxing video, if available.

If the issue is verified, we will offer an appropriate remedy, which may include replacement, repair where suitable, or refund. For verified damaged, defective, incomplete, incorrect, or not-as-described items, PINMETOYS will cover return shipping costs and the shipping costs of any replacement we provide.

The request to contact us within 7 days helps us investigate promptly. It does not reduce any statutory rights concerning faulty or misdescribed goods.

Consumers in the European Union have a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract, without affecting any longer protection available under applicable national law. Statutory remedies may include repair, replacement, a price reduction or a refund, as applicable.

Blind boxes and random assortments

Blind boxes and other random assortments are sold with an intentionally undisclosed design or character. Purchasing a blind box does not guarantee a particular design, character, colour, or secret/rare edition unless the product page expressly says otherwise.

Receiving a duplicate, not receiving a preferred design, or not receiving a secret/rare edition is not a defect and does not by itself qualify for a refund or replacement.

This clause does not affect remedies for an item that is damaged, defective, incorrect, or not as described, or any mandatory cancellation or withdrawal right that applies to a U.K. or EU consumer.

United States returns

Except where an item is damaged, defective, incorrect, incomplete, or confirmed lost, U.S. sales of blind boxes, collectibles, and plush products are final, subject to the preorder cancellation terms below.

We do not accept U.S. change-of-mind returns, including returns because:

the customer no longer wants the item;

the customer received a duplicate;

the customer dislikes the random design or style received;

the customer did not receive a preferred or secret edition; or

the product packaging was opened and the item has no verified fault.

If we approve a U.S. return, we will provide return instructions. Do not send a parcel to an address found online or on the original shipping label. Returns sent without authorization may be delayed or refused where permitted by law.

United Kingdom and European Union cancellation right

If you are a consumer in the United Kingdom, Germany, France, Italy or the Netherlands purchasing online, you normally have the right to cancel eligible purchases without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods. If one order is delivered in separate parcels on different days, the cancellation period normally ends 14 days after the final parcel is received.

After notifying us of cancellation, you must send the eligible goods back within a further 14 days.

To cancel, email support@pinmetoys.com with your order number and a clear statement that you wish to cancel, or use the model cancellation form at the end of this Policy.

Any lawful exception to the cancellation right will apply. We will explain an applicable exception before refusing a cancellation.

Condition of U.K. and EU change-of-mind returns

You may inspect an item to the extent reasonably necessary to establish its nature, characteristics, and functioning, as you would in a physical shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary, and we may deduct that diminished value from the refund where permitted by law.

Opening a sealed blind box reveals the random design and can materially reduce its resale value. It does not automatically remove a statutory cancellation right in every case, but a lawful deduction may be made for diminished value caused by unnecessary handling or opening.

Where possible, return the item with its original packaging, accessories, labels, instructions, gifts, and other included materials. This request does not remove mandatory rights.

U.K. and EU return postage

For an eligible U.K. or EU change-of-mind cancellation where the product has no fault, the customer is responsible for the direct cost of returning the goods.

For verified damaged, defective, incomplete, incorrect, or not-as-described items, PINMETOYS will cover return shipping costs and the shipping costs of any replacement we provide. Please contact us before sending the item so we can provide the correct instructions.

We do not publish a return warehouse address. An appropriate return address and instructions will be provided after you contact support@pinmetoys.com. Do not return an item to an address on the shipping label unless we expressly instruct you to do so.

U.K. and EU refunds

For a valid U.K. or EU cancellation, we will refund:

the price paid for the returned goods; and

the cost of the least expensive standard delivery method we offered, where required by law.

If you chose a more expensive delivery method, the additional delivery cost is not refundable unless required by law. If you return only part of an order, the original delivery charge may not be refundable where it would have been charged for the retained items in any event.

For U.K. cancellations, we will refund without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever occurs first. Where no goods were supplied, we will refund no later than 14 days after you notify us of cancellation.

For EU withdrawals, we will refund without undue delay and no later than 14 days after you notify us of your decision to withdraw. Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you sent them back, whichever occurs first. If that happens after the 14-day period, we will refund without undue delay.

Refunds are made to the original payment method unless otherwise agreed. Your bank or payment provider may require additional time to post the funds.

Singapore consumers

For customers in Singapore, statutory rights relating to goods that do not conform to the contract remain unaffected. We will provide repair, replacement, a price reduction or a refund where required by applicable law.

Exchanges

We do not guarantee direct exchanges. Where an exchange is approved, availability cannot be guaranteed until the replacement is processed. We may instead issue a refund and ask you to place a new order.

Order cancellation before dispatch

Preorders may be cancelled for a full refund at any time before dispatch. Email support@pinmetoys.com with your order number to request cancellation.

For in-stock orders, contact support@pinmetoys.com immediately if you need to cancel or change an order. We will try to help, but cannot guarantee cancellation or amendment once processing has begun. If the order has already been dispatched, the return rules for your market will apply.

Promotional items and gifts

If a return causes an order to fall below the eligibility threshold for a discount, gift, or free shipping promotion, we may adjust the refund to reflect the promotion's stated terms where permitted by law. Any promotional gift supplied with returned goods must also be returned if requested.

Contact

To request help, a return, or a cancellation, contact:

PINMETOYS Email: support@pinmetoys.com

Model cancellation form for U.K. and EU consumers

Complete and send this form only if you wish to cancel an eligible contract.

To: PINMETOYS — support@pinmetoys.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:

Ordered on/received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date: