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After-Sale Policy

We provide after-sales guarantee and support to product quality issues and severe shipping damages.

Shipping damage

We understand the importance of the packaging condition to a collectible product and take the packaging process seriously. If the product is received with damage to the packaging or the product itself, we will provide after-sales support.

Note : Due to the international long-distance transport including multiple transfers, please allow that the packaging to have minor wrinkles, deformation. We do not support minor shipping damages as a reason for a return request. If you have very strict requirements for the packaging condition to be perfect, please make sure you consider this point when purchasing.

Quality issues (defect)

When a product has missing parts or abnormal issues compared to the same batch of products with normal quality and the buyer can not repair these issues without special tools or skills, we define these issues as quality problems (defects), separated from non-quality issues.

  • Quality issues are usually caused by defects in the production process.
  • The principle for defining whether a product is defective is to compare it with the standard products from the same batch. (e.g. If you are dissatisfied with a specific detail of the product, but all products are designed like this, then this condition does not count as a "quality issue")
  • All conditions listed in the cases of non-quality issues are excluded.

The cases of non-quality issues

  • Damages due to buyers' improper handling of the product
  • Details that you are not satisfied with but same as the standard & universal effect on all other products
  • Normal traces of handicrafts that do not affect the overall effect of the product
  • A loose, detached connection that can be recovered
  • Discoloration, surface crack with special materials after long storage due to environment and maintenance methods

Process of requesting after-sales support

  • Make contact with us if the product has quality issues or shipping damage and provide photos to explain the problem.
  • We will analyze the problem and provide any of the following solutions based on the nature of it and whether the factory can provide replacement parts:
    • Send replacement parts: We will request replacements from the factory and then send them to you at our cost.
    • Provide a partial refund: If the factory does not have spare parts to provide, we will provide you a partial refund based on the grading of the quality issue and the Max reimbursement value of the parts

The grading of quality issues

The chart below lists the common types of quality problems and their grades.

Quality issue description Grading
Electronic function failure (no other appearance issues) Medium
Missing-out/wrong accessory High
Wrong/omission painting for accessories Depends
The detachment between accessories(can be fixed by glue or changing connectors) Low
Structural breakage/deformation of accessories(cannot be fixed by replacing connectors) High
Partial surface cracking (fiber, soft rubber, etc) Depends

 

Different gradings correspond to different reimbursement percentages.

  • Low: 25%
  • Medium: 50%
  • High: 100%

Max reimbursement value of parts

Accessory Max reimbursement value
No broken accessories (detachment issue) 5
Head sculpt w/o special functions 25
Head sculpt w/ special functions 40
Joined figure (material: hard plastic) 20
Seamless figure (material: Silicone) 40
Body w/ special design (tattoo, altered limbs) 40
Clothes piece w/o special design (small) 5
Clothes piece w/o special design (middle) 10
Clothes piece w/o special design (large) 15
Clothes piece w/ special design (small) 15
Clothes piece w/ special design (middle) 20
Clothes piece w/ special design (large) 30
Weapon (large) 15
Weapon (small) 5
Other scene props 5
Figure stand w/o special design 10
Figure stand w/ special design Depends
Packaging box Depends