At FigGeek, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we’re here to assist with returns and exchanges. Please read the details below to ensure a smooth process.
Eligibility for Returns and Exchanges
- Return Period: You may return or exchange items within 30 days of receiving your order.
- Condition of Products: Items must be returned in new, unopened condition, including the original packaging and any accessories. Products that have been opened, used, or damaged may not be eligible for return or exchange.
- Non-returnable Items:
- Custom or limited edition figures
- Clearance or sale items
- Gift cards
How to Return or Exchange an Item
- Contact Us: Before sending any items back, please contact our customer service team at [email protected] or via WhatsApp at +852 53235981with your order number and the reason for the return or exchange. We will provide you with a return authorization and detailed instructions.
- Shipping Returns: Once authorized, package the item securely and ship it back to us using a trackable shipping method. FigGeek is not responsible for lost or damaged packages during the return process.
- Return shipping costs: The customer is responsible for covering the return shipping cost unless the return is due to a mistake on our part (e.g., wrong item or damaged product).
- Processing Returns: After we receive your returned item, please allow up to 7 business days for inspection and processing. Once approved, you’ll receive a refund to your original payment method within 5–10 business days. Shipping fees are non-refundable.
Exchanges
If you’d like to exchange an item for a different one:
- Availability: Ensure the desired item is in stock by checking our website or contacting us.
- Process: Follow the return steps above and then place a new order for the replacement item. Once we receive and approve your returned item, we’ll issue a refund for the original purchase.
Damaged or Defective Items
If your figure arrives damaged or defective:
- Report within 7 Days: Contact us within 7 days of receiving the item at [email protected] or via WhatsApp at +852 53235981 with your order number and photos of the damage.
- Replacement or Refund: We will arrange a replacement or offer a full refund, including any shipping costs.
International Returns
For international orders, all policies above apply. Please note that customs fees and duties are non-refundable. Return shipping costs for international returns are also the responsibility of the customer.
For further questions, please feel free to contact us at support@toyrura.com or via WhatsApp at +852 53235981. Thank you for shopping with FigGeek!