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.
Return & Refund Policy
Effective Date: January 1, 2026
Contact: support@collectorfigures.com
a. In-Stock Order Policy
Before Ordering: 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 (order processing has begun) |
b. Damage Classification
To ensure fair and transparent after-sales service, we classify product issues into two categories:
Category A: Minor Imperfections (NOT eligible for return/refund/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: 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 |
c. Return & Compensation Process
Eligibility: If your item falls under Category B (Major Damage), you must contact us within 72 hours of delivery.
Required Documentation:
- Clear photos of the package exterior and interior
- Clear photos of the damaged product (showing the issue clearly)
- Video evidence may be requested if photos are insufficient
Resolution Options (for Category B only):
- Free replacement parts (subject to studio availability)
- Professional repair assistance
- Partial refund based on damage assessment
- Full refund if replacement/repair is unavailable (return shipping covered by us)
Important:
- Replacement parts availability depends on the studio and is not guaranteed
- International shipping for replacement parts (if available) is at the customer's expense
- All requests must be submitted within 72 hours of delivery. Requests after this timeframe will be considered a voluntary waiver of after-sales rights.
d. 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
e. Lost Packages
If your item is confirmed lost during transit, we will provide a refund or replacement.
f. 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.
g. Disputes & Chargebacks
⚠️ IMPORTANT NOTICE
We strongly encourage contacting our support team directly via WhatsApp or email before initiating any payment dispute.
Consequences of initiating a chargeback or PayPal claim 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 (parts replacement, repair assistance, negotiated refunds) |
| Case handling | Transferred entirely to third-party platforms where outcomes follow platform rules only |
If you encounter any issues, please contact your assigned Collector Figures assistant first. We are committed to finding a fair resolution.
h. Refund Processing
| Step | Timeframe |
|---|---|
| Submit request via email or WhatsApp with order number, reason, and photos/video | — |
| Review | 2-3 business days |
| Refund | Actual processing time depends on your bank or payment provider |
i. Exclusions
The following are not eligible for return, refund, or compensation:
- Minor imperfections or subjective dissatisfaction (Category A)
- Damage caused by improper handling, disassembly, or modification
- Issues reported after the 72-hour window
- Malicious or fraudulent claims