Refunds and Returns Policy

Returns Policy

We understand that sometimes you may need to return an item, and we want to make the return process as smooth as possible for you. Please review our returns policy below before initiating a return:

1. Eligibility for Returns:

You may return an item within 7 days of the delivery date.
To be eligible for a return, the item must be unused and in the same condition as you received it.
The item must be in its original packaging.

2. Return Process:

If you wish to proceed with a return, please contact our customer support team via email at customercare@figopstoys.com with the subject line: “Return Request – [Order Number].”
In your email, provide your order number, the item you wish to return, and the reason for the return.
Our customer support team will review your request and respond with further instructions, including details on how to proceed with the return.

3. Item Condition for Return:

The item you wish to return must be unused, undamaged, and in the same condition as when you received it.
The item must be in its original packaging with all original accessories and tags (if applicable).

4. Customer’s Responsibility for Shipping Costs:

Customers are responsible for all shipping costs related to the return process.
This includes the cost of shipping the item back to us.

5. Inspection of Returned Item:

Once we receive the returned item, our team will inspect it to ensure it meets the return eligibility criteria.
If the item is deemed eligible for a return, we will proceed with the refund process.

6. Refund Process:

Upon approval of the return and inspection of the item, we will initiate the refund to the original payment method used for the purchase.
Please allow 5 to 7 business days for the refund to be processed and reflected in your account. The timing can vary depending on your financial institution.

7. Non-Returnable Items:

Some items may be marked as non-returnable. These items will not be eligible for a return unless they are received in a damaged or defective condition.

We hope this policy provides you with a clear understanding of our returns process. If you have any questions or concerns, please feel free to reach out to our customer support team.

Note: This policy is subject to change without prior notice. Always refer to the most recent version available on our website.

Non-returnable items– Gift Cards

Exchanges Policy

We appreciate your interest in exchanging an item with us. We want to ensure that the process is clear and straightforward for you. Please review our exchange policy below before proceeding with the exchange request:

1. Eligibility for Exchanges:

Items are eligible for exchange only if they are in their original, untampered, and sealed/unopened condition.
The exchange request must be made within 7 days of the delivery date.

2. Exchange of Equal Value:

We offer exchanges for items of equal value only. If the item you wish to exchange is of greater or lesser value, we will not be able to accommodate the exchange.
If you desire a different item that falls within the same value range, we will gladly facilitate the exchange.

3. Exchange Process:

If you wish to proceed with an exchange, please contact our customer support team via email at customercare@figopstoys.com with the subject line: “Exchange Request – [Order Number].”
In your email, provide your order number, the item you wish to exchange, and the reason for the exchange.
Our customer support team will review your request and respond with further instructions, including details on how to proceed with the exchange.

4. Item Condition for Exchange:

The item you wish to exchange must be in its original form, including all original packaging and accessories, without any signs of tampering or damage.
We reserve the right to refuse an exchange if the item does not meet the above conditions.

5. Customer’s Responsibility for Shipping Costs:

Customers are responsible for all shipping costs related to the exchange process.
This includes the cost of shipping the original item back to us and the cost of shipping the new item to you.

6. Inspection of Returned Item:

Once we receive the returned item, our team will inspect it to ensure it meets the exchange eligibility criteria.
If the item is deemed eligible for exchange, we will proceed with the shipment of the new item.

7. Non-Exchangeable Items:

Some items may be marked as non-exchangeable. These items will not be eligible for an exchange unless they are received in a damaged or defective condition.

We hope this policy provides you with a clear understanding of our exchange process. If you have any questions or concerns, please feel free to reach out to our customer support team.

Note: This policy is subject to change without prior notice. Always refer to the most recent version available on our website.

Refund Policy

We understand that circumstances may arise where you need to cancel an order or return an item. We want to make this process as smooth as possible for you. Below is our refund policy that outlines the steps for cancellations and returns, as well as the timeline for refund processing.

1. Order Cancellation:

If you wish to cancel your order, please contact us as soon as possible. We will make every effort to accommodate your request before the order is shipped.
Once an order has been shipped, it cannot be canceled. In such cases, you may initiate a return (see the “Return Process” below).

2. Return Process:

If you receive an item and wish to return it for any reason, please follow these steps: a) Contact us via email at customercare@figopstoys.com with the subject line: “Return Request – [Order Number].” b) Provide your order number, reason for the return, and any relevant details about the item’s condition. c) Our customer support team will review your request and provide you with further instructions, including a return shipping label if applicable.

3. Eligibility for Refunds:

To be eligible for a refund, the returned item must be in its original condition and packaging, with all original accessories and tags intact (if applicable).
Refunds will only be issued for items returned within 7 days of the delivery date.
Items that are damaged due to customer misuse or neglect are not eligible for a refund.

4. Refund Processing Time:

Once the cancellation or return has been approved and completed, please allow 5 to 7 business days for the funds to be returned to your account.
The timing of the refund can vary depending on your financial institution. It may take additional time for the refund to reflect in your account after it has been processed on our end.

5. Refund Method:

Refunds will be processed using the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to find a suitable alternative.

6. Non-Refundable Items:

Some items may be marked as non-refundable or final sale. These items will not be eligible for a refund unless they are received in a damaged or defective condition.

7. Shipping Costs:

Shipping costs for the initial purchase and return shipping costs (if applicable) are non-refundable, except in cases where the return is due to our error.

We are committed to providing excellent customer service and resolving any issues promptly. If you have any questions or concerns regarding our refund policy, please do not hesitate to contact us.

Damaged/Defective Item Claim Policy

Thank you for shopping with us. We strive to provide our customers with high-quality products and excellent service. In the event that you receive a damaged or defective item, we are here to assist you with the claims process. Please read the following policy carefully before proceeding with your claim:

1. Eligibility for Claims:

Claims for damaged or defective items must be submitted within 7 days of receiving the order. Any claims made beyond this period will not be entertained.
To be eligible for a claim, you must have purchased the item directly from our store.

2. Non-Guarantee of Exchange or Refund:

While we are committed to resolving your concerns, please note that we do not guarantee any exchanges or refunds for claims filed due to damaged items or manufacturer errors.
We may offer exchanges or refunds at our discretion, depending on the nature of the claim and available stock.

3. Exceptions:

Minor paint defects on unopened figures or other minor cosmetic imperfections will not be eligible for exchange or refund. We carefully inspect our products before shipping, but such imperfections can occasionally occur during manufacturing.

4. Claim Process:

If you receive a damaged or defective item, please contact us via email at customercare@figopstoys.com with the subject line: “Damaged/Defective Item Claim – [Order Number].”
In your email, provide a detailed description of the damage or defect, along with clear pictures or video evidence showcasing the issue. This will help expedite the review process.

5. Approval and Return Instructions:

Once your claim is approved, we will send you a complimentary return label with instructions on how to return the item to us.
You must return the damaged or defective item within 14 days of receiving the return label.

6. Resolution Options: After receiving and inspecting the returned item, we will assess the situation and offer one of the following options:

a) Exchange: If we have the same item in stock, we may offer an exchange for the identical item or an alternative of equal value, subject to availability.

b) Refund: If an exchange is not possible or you prefer a refund, we will process a refund back to the original payment method used for the purchase.

7. Receiving the Wrong Item:

In the rare event that you receive the wrong item, please contact us via email at customercare@figopstoys.com within 7 days of receiving the order.
Provide your order number and a detailed description of the error, including attached pictures. Once approved, we will provide you with a complimentary return label and instructions for returning the incorrect item.

8. Shipping Costs:

For approved claims, we will cover the return shipping costs. However, any additional shipping costs, such as expedited shipping, will be the responsibility of the customer.

Please understand that our ability to process claims is subject to the terms and conditions outlined in this policy. We appreciate your understanding and cooperation in this matter.

Should you have any questions or concerns about our damaged/defective item claim policy, please do not hesitate to contact us.

Late or Missing Refunds

We apologize if you haven’t received your refund yet. We understand the importance of resolving this matter promptly. If you are facing any issues with your refund, please follow these steps:

1. Check Your Bank Account:

Before contacting us, please check your bank account again to ensure that the refund has not been credited.
Sometimes, there might be a slight delay in the processing of refunds, and it may take a few business days for the refund to appear in your account.

2. Contact Your Credit Card Company:

If you made the payment using a credit card, get in touch with your credit card company to inquire about the status of the refund.
Depending on the credit card company’s policies, it may take some time for the refund to be officially posted to your account.

3. Contact Your Bank:

If you paid using a debit card or through a bank transfer, reach out to your bank and inquire about the refund status.
Banks typically have processing times that could cause a delay in the refund appearing in your account.

4. Reach Out to Us:

If you have completed the above steps and have not received your refund yet, please contact our customer support team at customercare@figopstoys.com.
In your email, include your order number and a description of the refund issue you are facing.
We will investigate the matter and provide you with further assistance to resolve the situation.

We value your satisfaction and want to ensure that your refund is processed correctly and promptly. Please rest assured that we will do everything we can to address the issue and provide you with the necessary support.

Note: This policy is subject to change without prior notice. Always refer to the most recent version available on our website.

Sale Items Policy

Thank you for shopping with us and taking advantage of our special sale offers. We want to clarify our policy regarding the refund and exchange of sale items:

1. Refund Eligibility:

Only regular priced items are eligible for a refund. Sale items, discounted items, or items purchased during promotional events cannot be refunded.

2. Exchange Policy:

Sale items are also not eligible for exchange. We do not offer exchanges for items purchased at a discounted price or during promotional events.

3. Non-Refundable and Non-Exchangeable:

Please note that all sale items are considered final sale. Once purchased, these items cannot be returned for a refund or exchanged for another item.

4. Defective or Damaged Sale Items:

If you receive a sale item that is defective or damaged, please contact our customer support team at customercare@figopstoys.com within 7 days of receiving the order.
We will review your claim and provide appropriate assistance. In such cases, we may offer a replacement for the same item if available, or a refund at our discretion.

5. Regular Priced Items Return Policy:

For regular priced items that meet the return eligibility criteria (unused, in the same condition as received, and in original packaging), please refer to our general returns policy for further instructions.

We hope this policy clarifies our approach to sale items. We always aim to provide the best possible service and customer experience. If you have any questions or concerns, please feel free to contact our customer support team for assistance.

Note: This policy is subject to change without prior notice. Always refer to the most recent version available on our website.

Store address: 174 Semoran Commerce PL Unit 110
Apopka FL 32703

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