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Reimbursement Policy

1. The definition and grades of quality problems (defects)

When a product has obvious abnormal issues compared to the same batch of normal products with standard quality, which could not be easily self-repaired by the buyer without special tool or skill, we define these issues as quality problems (defects), different from shipping damage or the delicacy / fineness of craft skills.

The chart below lists all the common types of quality problems and their grades. The problems graded as "High" could be supported with solution of "send a new accessory"(provided by supplier) or "100% reimbursement of problem accessory"(provided by us). 

 Type No. Problem Description
Send Part?
Reimburse Part Reimburse % Problem Grade
All
0.1
Miss-out of any accessories
Specific Item 100% High
All 0.2
Slight difference between final effect and pre-order advertised effect
✖️
✖️
✖️
Common
Head 1.1
Detachment of glued parts
Head
100%
High
Head
1.2
Obvious wrong / dissymmetry painting or unremovable stain
Head
100%
High
Head
1.3
Loose between the connector and the head sculpt
✖️
✖️
✖️
Common
Head
1.4
Disfunction of LED feature
Head
100%
High
Body
2.1
Fracture of detachable connectors
Connector 100% High
Body
2.2
Miss-out of extra hands / feet / effects
Specific Item
100%
High
Body
2.3
Fracture or detachment that could not be fixed by replacing connectors
Body 100%
High
Body
2.4
Slight crack in the skin of seamless body
✖️
Body 50% Medium
Body
2.5
Scratch or crease on the skin surface of seamless body
✖️
Body 20% Medium
Footwear 3.1
All left / right shoes
Specific Item
100%
High
Footwear
3.2
Loose between boots and feet
✖️
✖️
✖️
Common
Clothes 4.1
Rough stitches / sewing work
✖️
✖️
✖️
Common
Clothes
4.2
Obvious tear or worn-out on fiber
Specific Item
100%
High
Clothes
4.3
Peel-off or miss-out on the print on clothes
✖️
✖️
50%
Medium
Clothes
4.4
Dyeing on figure body by clothes fiber
✖️
✖️
✖️
Common
Weapon 5.1
Fracture or LED feature failure
Specific Item
100% High

2. Reimbursement rule of quality problems

When there's a product quality issue that falls into the coverage of after-sales service, we would help you contact the supplier and get accessory replacement in our best efforts, or provide you a certain amount of compensation to resolve the issue quickly.

As the retailer, please know that Giantoy does not shoulder responsibilities for quality control and providing replacements directly. Considering the importance of customers satisfaction, when the supplier is unable to respond to customers' warranty request, we are willing to compensate the customers when there's no similar replacements on our website that the customers are willing to take as an alternative and when the supplier fail to respond.

This part of compensation would be paid directly via us.

Please kindly understand that the compensation could not exceed the max value for the certain accessory because of our very limited profit margin. Please make sure you value the risks and choose the brand with quality you are familiar or trust before buying.

The amount of compensation = Max reimbursement value of accessory * Defect grade%

e.g. If a head sculpt has serious painting flaws, and the buyer chooses to have a reimbursement, the amount of refund would be = $25 * 100%=$25.

  • $25 is the max value for a common head sculpt.
  • 100% is the reimbursement percentage, according to the grade of the problem (serious painting issue) which is graded as "high" and has a 100% reimbursement percentage.
Type Code  Accessory Type
Max Reimbursement Value
A01
Common head sculpt
$25
A02
Head sculpt with Light-up feature
$40
B01
Standard Body
$25
B02
Special Body (With large areas of tattoo, transformed limbs, or other undetachable devices)
$40
B03
Body Accessories (Palms, feet)
$3
B04
Effects & Gloved hands
$5
C01
Outer coat / jacket with special design (Black suit, white shirts with plain design does not apply)
$30
C02
Trousers
$15
C03
Footwear
$10
C04
T-shirts, underwear
$10
C05
Belts / holsters / tactical vest
$10
D01 Scene Props
$5
E01
Weapon (Fit in hand)
$5
E02
Weapon (Large-size)
$15
F01
Standard Stand
$10
F02
Special Diorama
Depends
-- Other  Depends