Return policy
Return & Refund Policy
Collector Figures reviews return, refund, damage, lost package, and after-sales requests according to this policy, the available evidence, the product issue type, and any carrier, insurance, or studio-side process that applies.
Resin statues and collectible figures are fragile collector products. Please review this policy carefully before placing an order, and keep complete unboxing evidence if a shipment arrives with a serious issue.
Effective DateJanuary 1, 2026
Contactsupport@collectorfigures.com
Damage claim windowwithin 72 hours of delivery
Evidencecomplete unboxing video required for damage claims
00
Policy Summary
These points summarize the current return and refund rules. The detailed sections below control how each case is reviewed.
In-stock order cancellation is available within 24 hours of payment confirmation, minus the payment processing fee.
After 24 hours, in-stock cancellation is not accepted once order processing has begun.
Category A minor imperfections are not eligible for return, refund, or exchange.
Category B major damage or significant defects may qualify for after-sales support after review.
Damage claims must be submitted within 72 hours of delivery.
A complete, continuous unboxing video from the sealed outer box is required for damage claims.
Lost package cases depend on carrier or shipping provider investigation, insurance status, and policy review.
Contact Collector Figures before opening a payment dispute or chargeback.
01
In-Stock Order Policy
Due to the nature of collectible inventory, Collector Figures recommends contacting customer service by WhatsApp or email to confirm stock availability before placing an in-stock order.
| Cancellation timeframe | Refund rule | Important note |
|---|---|---|
| Within 24 hours of payment confirmation | Refund minus payment processing fee: 4.4% + $0.30. | The 24-hour window is counted from payment confirmation. |
| After 24 hours | Cancellation is not accepted once order processing has begun. | Collectible inventory and fulfillment preparation may already be committed. |
02
Damage Classification
To keep after-sales review consistent, product issues are classified into Category A minor imperfections and Category B major damage or significant defects.
| Category A | Examples | Policy result |
|---|---|---|
| Cosmetic imperfections | Slight paint inconsistencies, small surface scratches, minor color variations. | Not eligible for return, refund, or exchange. |
| Manufacturing tolerances | Variations within the studio’s standard production or quality-control range. | Not eligible for return, refund, or exchange. |
| Subjective dissatisfaction | Personal preferences regarding color, perceived size, scale, or proportions. | Not eligible for return, refund, or exchange. |
| Customer-caused damage | Improper handling, incorrect assembly, modification, misuse, or improper storage. | Returns are not accepted. Parts assistance may be reviewed if available. |
Category A conditions do not affect the structural integrity or intended display functionality of the statue.
| Category B | Examples | Policy result |
|---|---|---|
| Structural damage | Severe damage affecting the main structure or overall integrity. | Eligible for after-sales review when claim requirements are met. |
| Core component issues | Major breakage, missing core components, or deformation. | Eligible for after-sales review when claim requirements are met. |
| Display functionality | Damage rendering the statue unable to be displayed as intended. | Eligible for after-sales review when claim requirements are met. |
03
Return & Compensation Process
If your item falls under Category B major damage or significant defects, contact Collector Figures within 72 hours of delivery and provide the required evidence.
IEvidence
01
Complete unboxing video
The video must start from the sealed outer box and continue through all internal packaging to final product inspection.
02
Package photos
Provide clear photos of the package exterior and interior.
03
Damage photos
Provide clear photos of the damaged product showing the issue clearly.
IIReview
04
Collector Figures reviews the case
Review depends on the evidence, issue type, shipping method, insurance status, carrier process, studio process, and this policy.
05
Next step is confirmed
Possible outcomes may include replacement parts, repair support, carrier or insurance claim, partial compensation, replacement, or refund, depending on the situation.
The unboxing video is required for damage claims. Without complete video evidence, carriers or insurers may deny claims and Collector Figures may be unable to assist with compensation. Requests submitted after 72 hours may be treated as outside the after-sales claim window.
| Case type | How Collector Figures reviews it | Possible support path |
|---|---|---|
| Damage caused by shipping | Collector Figures reviews the submitted evidence, shipping route, insurance status, carrier process, and the product issue. | Possible outcomes may include replacement parts, repair assistance, partial refund, replacement, or refund, depending on availability and case review. |
| Damage caused by the customer | Returns are not accepted for improper handling, incorrect assembly, modification, or misuse. | If replacement parts are needed, Collector Figures may contact the studio to check availability. If parts are available and can be dispatched, international shipping is at the customer’s expense. |
| Replacement parts | Availability depends on the studio and the specific product. | Collector Figures will assist where possible, but replacement part availability and timing are not controlled by Collector Figures. |
04
Non-Quality Issues
Resin statues and collectible figures are final sale once shipped. Returns are not accepted for non-quality reasons after shipment.
Change of mindBuyer’s remorse is not a return reason
Collector Figures does not accept returns after shipment because the buyer changed their mind.
Category AMinor imperfections are excluded
Minor imperfections, normal production tolerances, and subjective dissatisfaction are not eligible for return, refund, or exchange.
Claim windowLate issues may be outside policy
Issues reported after the 72-hour delivery window may be considered outside the after-sales claim window.
05
Lost Packages
Lost package cases are reviewed through the shipping method, tracking status, carrier or shipping provider investigation, insurance status, and store policy.
IReport
01
Contact Collector Figures
Send your order number and tracking information if the package appears lost or has not been received.
02
Shipment status is checked
Collector Figures will help check shipment status and may contact the carrier or shipping provider for investigation.
IIReview
03
Loss confirmation
A package is treated as lost only after the carrier or shipping provider confirms the loss, or after the applicable investigation process is completed.
04
Next step depends on the case
Possible outcomes depend on the shipping method, insurance status, carrier result, available evidence, and store policy.
06
Important Notes on Resin Statues
Resin and polystone statues are fragile collector products. Even with careful studio packaging and shipping preparation, minor issues may occur.
SurfacePaint scratches or touch-up marks
Small surface differences can occur with resin statue production and handling.
Small partsSmall chips or clean breaks
Some small or thin parts are more fragile during handling, assembly, and transit.
AssemblyMinor part looseness
Some products may require careful assembly and alignment because of scale, material, and part complexity.
Collecting resin statues requires acceptance of these possibilities. If you cannot accept potential imperfections, please review carefully before ordering.
07
Disputes & Chargebacks
Collector Figures strongly encourages contacting support directly by WhatsApp or email before initiating any payment dispute, PayPal claim, or chargeback.
| Action | Consequence | Why it matters |
|---|---|---|
| Opening a dispute without contacting Collector Figures first | Account access may be permanently restricted. | Direct review options can become limited once the case is moved into a payment platform process. |
| Impact on resolution | Flexible solutions may no longer be available. | Parts replacement, repair assistance, or negotiated refund paths may be restricted by the open platform case. |
| Case handling | The case may be handled through third-party platform rules. | Outcomes may depend on the payment platform, card provider, submitted evidence, and transaction records. |
Contact Collector Figures first with your order number, evidence, and case details. This gives support the chance to review the order directly before a payment dispute changes the available resolution path.
08
Refund Processing
Refund timing depends on the case type, evidence review, approval status, payment method, bank, and payment provider.
ISubmit
01
Submit your request
Contact Collector Figures by email or WhatsApp with your order number, claim reason, and all required photos and video.
IIReview
02
Collector Figures reviews the request
The team usually assesses requests within 2-3 business days, depending on the case details and required evidence.
IIIRefund
03
Approved refunds are processed
Once approved, actual posting time depends on your bank or payment provider.
09
Exclusions
The following are not eligible for return, refund, or compensation under this policy.
Minor imperfections or subjective dissatisfaction under Category A.
Damage caused by improper handling, disassembly, incorrect assembly, misuse, or modification.
Issues reported after the 72-hour delivery window.
Damage claims without complete unboxing video evidence when Category B review requires it.
Personal reason cancellation outside the applicable cancellation window.
Malicious or fraudulent claims.
Need help with a return or refund?
Contact Collector Figures before opening a dispute.
Include your order number, delivery date, tracking number when available, photos, and complete unboxing video for damage claims. Clear evidence helps Collector Figures review the case faster.
