Return & Refund Policy
Collector Figures carefully inspects and packages every item to ensure the highest quality and safe delivery. However, damage during transit or manufacturing defects may occasionally occur. Please review the following policy carefully before placing an order.
In-Stock Order Policy
Due to the nature of collectible inventory, we recommend contacting our customer service via WhatsApp or email to confirm stock availability before placing an in-stock order.
Cancellation
| Timeframe | Refund |
|---|---|
| Within 24 hours of payment confirmation | Refund minus payment processing fee (4.4% + $0.30) |
| After 24 hours | Cancellation not accepted โ order processing has begun |
Damage Classification
To ensure fair and transparent after-sales service, we classify product issues into two categories:
Category A โ Minor Imperfections (Not eligible for return, refund, or exchange)
| Type | Examples |
|---|---|
| Cosmetic imperfections | Slight paint inconsistencies, small surface scratches, minor color variations |
| Manufacturing tolerances | Variations within the studio’s standard quality control |
| Subjective dissatisfaction | Personal preferences regarding color, perceived size, scale, or proportions |
| Customer-caused damage | Improper handling, incorrect assembly, modification, misuse, or improper storage |
These conditions do not affect the structural integrity or intended display functionality of the statue.
Category B โ Major Damage / Significant Defects (Eligible for after-sales support)
| Type | Examples |
|---|---|
| Structural damage | Severe damage affecting the main structure or overall integrity |
| Core component issues | Major breakage, missing core components, or deformation |
| Display functionality | Damage rendering the statue unable to be displayed as intended |
Return & Compensation Process
If your item falls under Category B (Major Damage), you must contact us within 72 hours of delivery.
Required Documentation
- Complete, continuous unboxing video โ from the sealed outer box through all internal packaging to final product inspection
- Clear photos of the package exterior and interior
- Clear photos of the damaged product showing the issue clearly
The unboxing video is mandatory for all damage claims. Without complete video evidence, carriers may deny claims and we may be unable to assist with compensation. All requests must be submitted within 72 hours of delivery. Requests after this timeframe will be considered a voluntary waiver of after-sales rights.
Resolution Options โ Damage Caused by Shipping
If the damage is caused by transit or logistics, the following resolutions apply:
- Free replacement parts โ subject to studio availability; return shipping and replacement part shipping are covered by Collector Figures
- Professional repair assistance
- Partial refund based on damage assessment
- Full refund if replacement or repair is unavailable โ return shipping covered by Collector Figures
Resolution Options โ Damage Caused by the Customer
If the damage is caused by improper handling, incorrect assembly, modification, or misuse, returns are not accepted. If replacement parts are required, we will contact the studio on your behalf to check availability. If parts are available and can be dispatched, the international shipping cost is at the customer’s expense.
Availability of replacement parts depends on the studio and is not guaranteed. We will always do our best to assist, but cannot commit to a specific outcome.
Non-Quality Issues
Resin statues and collectible figures are final sale once shipped. We do not accept returns for:
- Change of mind or buyer’s remorse
- Minor imperfections (Category A)
- Issues reported after the 72-hour window
Lost Packages
If your item is confirmed lost during transit, we will provide a refund or replacement. If you purchased shipping insurance, claims will be filed with the carrier on your behalf.
Important Notes on Resin Statues
Resin and polystone statues are inherently fragile works of art. Despite careful packaging by studios, minor issues may occur, including:
- Small chips or clean breaks
- Paint scratches or touch-up marks
- Minor part looseness
Collecting resin statues requires acceptance of these possibilities. If you cannot accept any potential imperfections, please consider carefully before ordering.
Disputes & Chargebacks
We strongly encourage contacting our support team directly via WhatsApp or email before initiating any payment dispute or PayPal claim. If you encounter any issues, please contact your assigned Collector Figures assistant first. We are committed to finding a fair resolution.
Consequences of Opening a Dispute Without Prior Communication
| Action | Consequence |
|---|---|
| Opening a dispute without contacting us | Account will be permanently restricted |
| Impact on resolution | Eliminates our ability to provide flexible solutions such as parts replacement, repair assistance, or negotiated refunds |
| Case handling | Transferred entirely to third-party platforms where outcomes follow platform rules only |
Initiating a chargeback or PayPal claim without first contacting us directly will result in permanent account restriction and limits the resolutions available to you. Please reach out to us first โ we are here to help.
Refund Processing
Exclusions
The following are not eligible for return, refund, or compensation under any circumstances:
- Minor imperfections or subjective dissatisfaction (Category A)
- Damage caused by improper handling, disassembly, or modification
- Issues reported after the 72-hour delivery window
- Malicious or fraudulent claims