Refund policy

The following outlines our general return policy.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

How to start a return

To start a return, login to your account and select the return option (you've received a link to register during checkout). If you haven't created an account, yet, you can still do so by registering with your email and your order will show up.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You as the customer are responsible for the return shipping costs.

You can always contact us for any return questions at orders@thefiguresshop.com.

How to package the products for a return

Kindly ensure that the item is packed in a shipping box that is suitable in size and use sufficient protective materials such as bubble wrap or other suitable fill to adequately safeguard the item. We kindly request that you refrain from placing the shipping label directly on the item when returning it, as this may result in a partial or no refund. Please note that if the item sustains damage during transit or arrives in a condition that deviates from its original state due to inadequate packaging, the refund amount will be reduced.

 

Returns of unwanted / unopened items

 

To be eligible for a return, your item must be in NEW condition, unworn or unused, with tags, and in its original packaging which must also be without signs of use. 

Opened "blister pack," "blister card," or sealed "blind box" merchandise that cannot be opened without cutting or tearing the package or its seal cannot be returned.

If the above conditions are met, we will authorize the return and will refund you in full for the merchandise costs when we receive the returned items. However, we cannot refund the original shipping cost or any return shipping costs.

Returns of opened items

As mentioned above, opened items are not eligible for returns, including:

  • Items that have been opened or removed from the packaging
  • Items that have visible indications that the packaged has been opened
  • Opened cases that are no longer factory sealed
  • Opened "blister pack," "blister card," or sealed "blind box" merchandise
  • Final-sale products

Returns of damaged products

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you receive a defective or damaged item due to shipping, you can request a replacement of the same item (or a replacement part, depending on the issue) within 30 days of receiving your order. In the event that the item is no longer in stock, we will gladly provide a refund.

To assist us in identifying the problem and assessing the need for a replacement part, we may ask you to email us a picture of the broken or defective item.

Please note that the following issues are not considered defects:

  • Minor cosmetic paint imperfections
  • Packaging conditions

Other non-returnable items

Besides the mentioned products further above, certain types of items cannot be returned, like custom products (such as special orders or personalized items) as well as products that are worn on the head or cover the face due to sanitary reasons - this includes but is not limited to all Halloween Masks. Such items are marked with a Final-Sale badge.

Please get in touch if you have questions or concerns about your specific item.

 

Refused and Undeliverable Shipments

In the event of a refused or undeliverable shipment, it will be considered a return, and any associated return costs will be subtracted from the refund.

If a shipment is returned to us as undeliverable due to an error on your part, such as providing an incorrect address or not being available at the time of delivery, we will reach out to you to arrange for the package to be resent. Please note that any expenses related to the return and reshipment must be paid before the package can be resent.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Restocking Fees

Restocking fees are not commonly charged; however, we retain the right to apply them under certain circumstances:

  1. If the returned shipment contains missing, damaged, or opened items.
  2. If the return is received after the 30-day return window.

Before issuing a refund, our Customer Service team will reach out to you regarding any general concerns that may arise.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.