Return & Refund Policy
Resin statues and collectible figures are fragile collector products — so returns, damage, and refunds are reviewed case by case against this policy.
Each request is reviewed using the available evidence, the issue type, and any carrier, insurance, or studio process that applies. Please read this before ordering, and keep a complete unboxing video if a shipment arrives with a serious issue.
Policy summary
The key points at a glance. The detailed sections below control how each case is reviewed.
In-stock order cancellation
These rules apply to in-stock orders. Pre-order deposits and installments are cancelled under different terms — see the Pre-Order Policy.
In-stock orders only. For pre-order cancellation (deposits and payment plans), see the Pre-Order Policy.
| Refund rule | Important note | |
|---|---|---|
| Within 24 hours of payment confirmation | Refund minus the 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. |
The processing fee is charged by the payment provider and is not returned to Collector Figures, so it is deducted from the refund. Because collectible stock can be limited, we recommend confirming availability with support before placing an in-stock order.
Damage classification: Category A vs Category B
To keep after-sales review consistent, product issues are sorted into Category A (minor imperfections) and Category B (major damage or significant defects).
Category A — minor imperfections. Not eligible for return, refund, or exchange.
| 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 about 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 of the statue.
Category B — major damage or significant defects. May qualify for after-sales review when claim requirements are met.
| Examples | Policy result | |
|---|---|---|
| Structural damage | Severe damage affecting the main structure or overall integrity. | May qualify for after-sales review when claim requirements are met. |
| Core component issues | Major breakage, missing core components, or deformation. | May qualify for after-sales review when claim requirements are met. |
| Display functionality | Damage that prevents the statue from being displayed as intended. | May qualify for after-sales review when claim requirements are met. |
Category B means a case may enter after-sales review — it does not guarantee a refund or replacement. Possible outcomes may include replacement parts, repair support, a carrier or insurance claim, partial compensation, replacement, or refund, depending on case review.
Filing a damage claim
If your item falls under Category B, contact Collector Figures within 72 hours of delivery and provide the required evidence. Keep this evidence complete — carriers and insurers depend on it.
Without complete unboxing evidence, carriers or insurers may deny the claim, and Collector Figures may be unable to assist with compensation. Requests submitted after the 72-hour window may be treated as outside the after-sales claim window.
Lost packages
Lost-package cases are reviewed through the shipping method, tracking status, carrier investigation, insurance status, and store policy.
Contact us with your order number and tracking if the package appears lost or has not been received.
We help check the shipment status and may contact the carrier or shipping provider to open an investigation.
A package is treated as lost only after the carrier or shipping provider confirms the loss, or after the applicable investigation process is completed.
Next steps depend on the shipping method, insurance status, carrier result, available evidence, and store policy.
Important notes on resin statues
Resin and polystone statues are fragile collector products. Even with careful studio packaging and shipping preparation, minor issues can occur.
Paint scratches or touch-up marks
Small surface differences can occur with resin statue production and handling.
Small chips or clean breaks
Thin or small parts are more fragile during handling, assembly, and transit.
Minor part looseness
Some products need careful assembly and alignment because of scale, material, and part complexity.
Collecting resin statues means accepting these possibilities. If you cannot accept potential minor imperfections, please review carefully before ordering.
Disputes & chargebacks
If something is wrong, contacting support directly is usually the fastest path to a workable solution.
Please contact Collector Figures before opening a payment dispute, PayPal claim, or chargeback. Once a case moves into a payment-platform process, flexible options — replacement parts, repair assistance, or a negotiated refund — may no longer be available. Account access may be permanently restricted. Contacting us first gives support the chance to review your order directly with your order number and evidence.
Refund processing
When a refund is approved, timing depends on the case type, evidence review, payment method, bank, and payment provider.
Contact us by email or WhatsApp with your order number, claim reason, and all required photos and video.
Collector Figures usually assesses requests within 2–3 business days, depending on the case details and required evidence.
Once approved, the actual posting time depends on your bank or payment provider.
Collector Figures does not control bank or payment-provider posting times, so a fixed arrival date cannot be promised.
Exclusions
The following are not eligible for return, refund, or compensation under this policy.
Resin statues and collectible figures are final sale once shipped, except where Category B major damage qualifies for after-sales review under this policy.
Return & Refund FAQ
Short answers that mirror the rules above — the sections control in any conflict.
My statue has a tiny paint scratch — can I return it?
Minor cosmetic issues fall under Category A and are not eligible for return, refund, or exchange. They do not affect the statue’s structure or intended display.
It arrived with major damage — what do I do?
That may fall under Category B. Contact us within 72 hours of delivery with a complete unboxing video and damage photos so the case can enter after-sales review. Review does not guarantee a refund — possible outcomes depend on the evidence and the case.
Can I get a refund if I changed my mind?
No. Resin statues and figures are final sale once shipped, and change-of-mind or buyer’s-remorse returns are not accepted.
Should I open a PayPal dispute if there’s a problem?
Please contact us first. Opening a dispute before review can limit flexible resolution options and may restrict account access. Reach us by email or WhatsApp with your order number and evidence.
Contact us before opening a dispute.
Include your order number, delivery date, tracking number when available, photos, and a complete unboxing video for damage claims. Clear evidence helps us review the case faster.
