Refund policy

We allow a 4 hour cancellation grace period after purchase - if you want to cancel your order within 4 hour, it's free of any charge.

After that, we have a no-return / no-cancel policy, which means we don't accept returns. We aim to ensure a high quality experience that you have with our store, so we do accept (full/partial) refund or reshipment if you meet the following criteria. So, please think carefully before placing your order.

To be eligible for a (full/partial) refund or a reshipment, you MUST provide an unedited video recording from you opening the delivery package to you unboxing the items. The video must be unedited and shows the tracking number clearly. Otherwise, we will try but we might not be able to help you with your issues due to the nature of blind boxes.

To start a claim, you can contact us at customer.service@arttoyfamilia.com. 

Conditions that are eligible for (partial) refund:

  1. Fake items (full refund or a new order, please video record so we can help)
  2. Missing accessories/cards (refund up to 20% of the figure's price, or a replacement might be issued depending on item availability and locations)
  3. Missing item (refund the missing figure's price, or a replacement might be issued, depending on item availability and locations)
  4. Wrong item (refund the difference in the figure's price, or a replacement might be issued depending on item availability and locations)
  5. Items lost (full refund, or a replacement might be issued depending on item availability and locations)

Conditions that DO NOT meet the refund criteria:

  1. We are not responsible for manufacturing defects
  2. Items delayed in transit due to unforeseen circumstances, for example: delayed custom inspections, severe weather conditions, etc
  3. Missing items due to a wrongful shipping address provided


You can always contact us for any refund/return questions at customer.service@arttoyfamilia.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 14 days to contact us for any issue with your order. After 14 days, we would not be able to help due to the nature of blind boxes.

Refunds
Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your (partial) refund, please contact us at customer.service@arttoyfamilia.com

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