Returns & Refunds
Notice:
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Definition of Blind Box "Blind box” means that customers cannot identify which exact figurine of the series that they purchase before opening it. A regular figure will be replaced if the secret figure appears in the whole set.
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NUMBER OF FIGURINES IN EACH SERIES VARIES.
WE DO NOT GUARANTEE THAT ANY PURCHASE OF A BLIND BOX WILL CONTAIN THE SECRET FIGURINE.
WE ALSO CANNOT GUARANTEE THE EXACT FIGURINE OF THE SERIES THAT WILL BE MAILED TO YOU, AND THE FIGURINES THAT YOU RECEIVE ARE RANDOM. -
Please be aware that purchasing a whole set in POP NOW does not include the big outer box.
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Duplicate Items in Non-whole Set Purchases
It is normal to receive duplicate items when purchasing non-whole sets, and this will not be accepted as a valid reason for after-sales service. To avoid getting duplicate items, we recommend choosing the whole set purchase link.
After-Sales Period
- Consumers may apply for after-sales services within fifteen (15）days from the date of delivery shown in the order logistics record (on-site pickup day from 0:00 the following day) by providing the original purchase proof (order number or purchase receipt).
- For electronics such as power banks, cables, and night lights, consumers can apply for a replacement due to quality issues within fifteen (15）days from the date of delivery shown in the order logistics record (on-site pickup day from 0:00 the following day) . In case the product cannot be repaired or replaced with the same model, a return and refund will be processed based on the actual amount paid by the consumer for the product.
- For individual building block pieces (excluding minifigures, full packs of pieces, and large pieces), if there are quality issues or missing pieces, consumers can enjoy one free replacement service within hundred and eighty (180) days from the date of purchase by providing the original purchase proof and anti-counterfeiting code. When applying for replacement, consumers should conduct a thorough inspection and submit all requests at once. After the free replacement service has been utilized, any subsequent requests for replacement will require the consumer to bear the replacement costs.
- Consumers or the entrusted third parties should check the integrity of the product packaging upon receipt. If the product packaging is damaged or shows obvious signs of crushing and deformation, please contact our customer service within seventy-two (72) hours after the package has been successfully delivered, providing evidence of the damage (photos or videos).
- Our company may not accept or process any after-sales requests submitted by consumers after the specified time limit has expired.
- Any after‑sales service periods offered above does not exclude, restrict or limit the consumer guarantees under the applicable consumer protection laws.
After-Sales Acceptance Scope
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Order Eligibility Restriction
Customer service is available only for orders placed through POP MART's official website. For orders placed through different channels, please contact the original purchasing store for support.
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Cross-Site Service Exclusion
After-sales services are only applicable to the regional site selected during the order placement. Currently, cross-country or cross-regional after-sales services are not supported.
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Ineligible After-Sales Scenarios
The following scenarios are not eligible for after-sales services:
① Non-quality-related Returns and Exchanges:Return or exchange requests due to reasons such as “disliking the style,” “changing one’s mind,” or “making a wrong purchase,” which are not related to product quality, will not be accepted.
② Non-compliance with After-Sales Standards: If, upon review by our customer service, the product does not meet POP MART’s quality or defect assessment criteria, return and exchange services will not be provided.
③ Duplicate Items in Non-whole Set Purchases: It is normal to receive duplicate items when purchasing non-whole sets, and this will not be accepted as a valid reason for after-sales service. To avoid getting duplicate items, we recommend choosing the whole set purchase link.
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After-Sales Problem Assessment Criteria
If consumers encounter the following quality issues after receiving the products, they can initiate after-sales services within the after-sales period by providing relevant evidence (photos or videos of quality issues):
① The product fails to perform its intended functions without prior notice (e.g., unable to charge, lights not working).
② The product does not meet the standards described in its labeling or packaging.
Applicable Products： All products
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Defect-related Issues
If consumers encounter issues within the following defect assessment criteria after receiving the products, they can initiate after-sales services within the after-sales period by providing relevant evidence.
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Other Issues
Limited Edition Products The after-sales rules of Limited Edition Products shall be subject to the specific notice of event publicity.
Limited Edition Products: Sales Terms & After-Sales Policy
Sales Terms
Since this product is a limited-edition item specially designed by the artist and will be sold in a single release, no replacements are available. Customers must carefully select their desired product/series before completing their purchase.
All sales are final - we do not offer refunds or exchanges for change of mind. Returns/exchanges are not supported. If there are any product quality issues, we will provide a return and refund service.
Product - Card Mismatch
For blind box products, if you find that the identity card inside the blind box does not match the actual figurine, please provide:
① Clear photos of the identity card and the figurine
② Order number and unboxing video
We will resend the correct identity card to ensure it matches the figurine you purchased.
Duplicate Items in a Whole Set
If you purchased a "whole set" of products but received duplicate items, please provide:
① Photos of all products in the whole set
② Order number and unboxing video
Once verified, we will resend the missing items to ensure your whole set is complete without duplicates.
Empty Package Issue
Our warehouse guarantees that only normal products are shipped, and no empty packages are sent out. If the package you received is abnormally light in weight and you can confirm that there are no products inside, please provide:
① Order number
② Clear image of the shipping label
③ Unboxing video (to prove the package is empty)
Hidden Card Redemption
If you receive a hidden card in a blind box and wish to redeem the product, please provide the following information. Our customer service team will arrange the redemption after verification:
① Photo of the hidden card
② Delivery address
Packaging Damage
① Consumers or entrusted third parties should check the integrity of the product packaging upon receipt. In case of severe damage or obvious crushing and deformation of the product packaging, please contact our customer service within 72 hours after the package has been successfully delivered, providing evidence of the damage (photos or videos).
② Packaging damage not eligible for after-sales service: Minor scratches, abrasions, dents on the product packaging, or slight changes to the shrink wrap that occur during express delivery and do not cause damage to the inner products are not within the scope of after-sales service for packaging issues. As shown in the following images:
After-Sales Process
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Apply for the after-sales process
Please provide the following information to customer service support@popmart.com
① Related order number
② Pictures or unpacking video of the related products
To help us efficiently process your after-sales request, please follow these requirements when submitting your unboxing video:
a. The video must be recorded in one take without any cuts, pauses, or edits.
b. Start recording from the unopened state of the parcel, showing all six sides of the outer package clearly.
c. Clearly show the shipping label with tracking number and recipient information.
d. Record the entire process of opening the package, removing the item, and showing the internal packaging.
e. Clearly show the product itself and any issues (e.g., damage, missing parts, incorrect item).
f. Ensure the video is stable and well-lit, so all details are visible.
③Picture requirements and examples of a seriously defective product.
a. The product model which is consistent with the after-sale product can be recognized by the pictures.
b. Take more than 3 photos of the product (If there are defects in several different parts, multiple pictures should be provided to indicate each part).
c. The product and the inner packaging box should be placed at the same level, which shall be fully shown on the photo (If the retail box is lost, other product’s retail similar to the size of the original retail box can be replaced, such as mouse, drawing paper, etc.).
d. If more than one defective product has after-sales problems, all products should be put together to take the overall picture of the goods.
e. If customer reports that a product is unable to be placed in a standing position or be placed in a stand position unsteadily, etc., customer need to provide the corresponding video to demonstrate the problem. -
Product Return Preparation: customers must return the inner packaging box, product, accessories, and all included free gifts together. (Certain items may not require return. customers can contact customer service for details）
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Returns to Warehouse: Mail the product to the specified warehouse. After sending the return package, customers must provide the tracking number to us. Upon successful receipt by the warehouse and confirmation of no issues, our online customer service will process a refund or ship a new product.
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Shipping Address for New Products:
New products will only be shipped to the country or region of the original order placement site. Cross-regional reshipments are not supported.
Return Shipping Fees
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Returns Caused by POP MART's Liability
For after-sales cases resulting from POP MART's reasons, such as product quality issues, incorrect shipments, or damages, POP MART will cover the return shipping fees. -
Returns Caused by Customer's Personal Reasons
For returns due to non-product quality issues, such as package refusal, no-reason returns, or incorrect address filling, all shipping fees (including outgoing and return shipping) will be borne by the customer.
Cancellation Policy
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Generally,
if your order has not been shipped yet, there will be a "Cancel Order" button available on the order details page for you to cancel autonomously. If the button is no longer visible or the system prompts that cancellation has failed, it means the order has entered the shipping process and can no longer be canceled. -
Order Auto-cancellation Scenarios:
① Out of Stock: If an item in your order is out of stock, a full refund will automatically be issued for that item.
② Incomplete Sets: If your order includes product sets but the warehouse cannot fulfill the complete set, a full refund for the corresponding products will be issued automatically.
③ Order Region Restrictions: If the region selected on the store page does not match the shipping address provided, when placing an order, the order will be automatically canceled.
④ System Error: In case of any anomalies in order pricing, product information, or other details due to system issues, the system will automatically cancel the order.
⑤ Transfer warehouse address: If a customer provides a forwarding warehouse address instead of a valid personal address when placing an order, the system may automatically cancel the order.
⑥ Address Details Issue: If the shipping address contains any of the following issues, the related order will be canceled automatically without prior notice:
⑦ Incomplete or incorrect information (missing details or errors in the address).
⑧ Use of invalid symbols (such as 「、」 「,」 「?」, or other unrecognizable characters).
⑨ Presence of nonsensical or garbled text. -
Additionally,
POP NOW items, MEGA Collection products and orders placed during sales events or for products with special instructions are not eligible for cancellation, and therefore the “Cancel” button will not be displayed for these orders.
Please be aware that once payment is completed, cancellations are not guaranteed. We strongly advise confirming your order details before proceeding with payment.
14-day right of withdrawal
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Right to Return and Refund
Under UK and EU consumer protection laws, consumers have the right to request a return and refund within 14 days from the receipt of the goods. Please note that the return request must meet the following conditions:
① Return Period: A return request must be made within 14 days from the receipt of the product.
② Condition of Goods: The product must be unused, unopened, and in its original packaging with labels intact. If the product has been used or damaged, we reserve the right to refuse the return request.
③ Special Product：Limited edition products, custom products, or special products (such as pre-order items) are not subject to the standard return policy. These items are non-returnable once purchased, unless the product is faulty or does not meet the described conditions. -
Exceptions to the Return and Refund Policy
The following cases are not eligible for return or refund:
① The product has been opened or used and does not meet the return conditions;
② The product has been damaged or lost;
③ The consumer failed to return the product within the required period due to their own fault;
④ Special Products (above-mentioned) or personalized products or products from pop now. -
Return shipping cost under 14 days-withdrawal law:
Under the applicable withdrawal provisions the consumer’s right of withdrawal becomes effective upon the day the goods are received and does not apply prior to delivery, including during the order-confirmation or shipping period. In the event that the consumer exercises the right of withdrawal, the consumer shall bear all return shipping costs arising from the return of the goods. -
Other special circumstances as provided by law
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Legal Disclaimer
① This after-sales return and refund policy strictly complies with the relevant European consumer protection laws.
② Return and refund requests must meet the above conditions. Any return request that does not meet the requirements will not be processed.
③ This provision applies only to online purchase orders. For after-sales policies regarding in-store orders, please refer to the store’s after-sales policy.
Address Change Instructions
At POP MART, we strive to process and ship orders as quickly as possible. For this reason, shipping addresses cannot be changed once an order has been paid. We kindly remind all customers to carefully review and confirm their shipping information before completing payment, as incorrect or incomplete addresses may lead to delivery issues or failed deliveries.
If your order has already shipped and the address is incorrect, you may try contacting the courier directly once the package reaches the final delivery phase.
Refund
After the refund request is approved, we will process your refund within 5-10 business days. After processing, please allow an additional 3-10 business days for the funds to be credited to your original payment method. The exact time frame may vary depending on the processing speed of your bank or financial institution