Refund Policy

Return and Refund Policy

1. “Blind Box” or “Single Box” Products

  • Blind Box Nature  : A "blind box" product means that you won't know exactly which model you'll receive until you open the box.
  • Randomness  : We cannot guarantee specific characters or designs; each series has a "secret version" that is obtained completely randomly.
  • No Refunds Due to Preference  : As these are surprise products, we do not offer refunds or exchanges due to dissatisfaction with the item received or change of mind.
  • Buy with caution  : We recommend that you carefully select the blind box series or products you want before making payment as all sales are final.

2. After-sales service scope

  • No Cancellation of Orders  : Once payment has been made, we cannot cancel the order for any reason as the product has been reserved or ordered immediately from our manufacturer/supplier.
  • Delivery Time  : We do not accept refund requests before the estimated delivery time. If your delivery time is expected to be 15 business days (or applicable), please be patient and wait for a while before seeking further assistance.

3. Request an exchange or return

3.1. Applicable cases

  1. Product is different from what was ordered  : If the item you received is wrong from the item confirmed by purchase.
  2. Damaged or defective products  : If your order arrives with visible damage or manufacturing defects that significantly affect its use or appearance.

Manufacturing Details Note  : Slight variations in color, paint or finish (especially on hand-painted figures) are considered normal and do not constitute a defect.

3.2. Deadline for requesting an exchange/return

  • Deadline : You have up to 15 calendar days  after receiving your product   to request an exchange or replacement (this deadline is recommended to be consistent, but you can adjust it to 10 days if you wish).
  • Contact Form : Send an email to popmartlabubu7@gmail.com with your order number, photos and videos of the product before and after it left the box, and a brief description of the issue.

3.3. Conditions for accepting changes/returns

  • The product must be in  its original condition  , including packaging, accessories and labels.
  • No returns or exchanges will be accepted if the damage is due to misuse, exposure to extreme conditions (sunlight, moisture, water, etc.) or normal wear and tear.
  • Returns due to dissatisfaction with the model or "change of mind" will not be accepted.

4. Change or Replacement Process

  1. Case Assessment  : Our team will review the evidence (photos, videos, descriptions) and determine if an exchange or replacement is appropriate.
  2. Return Instructions  : If your request is approved, we will mail you the necessary instructions, including a prepaid shipping label (in case the damage is our fault or the carrier's fault).
  3. Return shipping cost  :
    • Pack the product and all its accessories together with the original packaging.
    • Print and attach the shipping guide (if applicable) and take the package to the designated parcel branch.
  4. Confirm and forward  :
    • When we receive the returned product, we will notify you by email.
    • We will begin the process of re-shipping or exchanging your new item  based on the initial approximate shipping time  .

freight  :

  • If the product is damaged or misdelivered due to the fault of the store or carrier, POPMART-LABUBU  will cover the return shipping costs.
  • If an exchange is requested for any other reason (e.g., voluntary return approved by exception), the customer will be responsible for shipping costs.

5. Refund and Cancellation Policy

  • No refunds are allowed  :
    • All sales are considered final, especially blind boxes or custom products.
    • We do not offer refunds due to change of mind or preference.
  • Cancel  :
    • Once an order has been paid for, no cancellation will be accepted as the product will either be separated immediately or the purchase will be processed by our supplier.
  • Delayed orders  :
    • If your order is delayed beyond the estimated delivery time, please contact us.
    • We will work with the shipping company to expedite the process or locate your package.
    • If the courier declares the package 'lost' we will re-deliver it free of charge, adhering to the same original delivery time.

6. Loss and Failure of Delivery

  • Lost  : If the courier confirms that the product is lost, we will send it back to the same address.
  • Failed delivery due to absence  : If your address is correct but the courier has not received the package after multiple attempts, we may resend the product and charge the corresponding shipping cost and original delivery time.
  • Responsibility  : We understand that courier services may be subject to errors or delays that are beyond our control; we will do our best to provide you with a satisfactory solution.

7. Contact Information

For any questions or requests regarding returns, refunds and exchanges, please write to:
popmartlabubu7@gmail.com

  • Include your full name, order number, photos or videos (if the product is damaged or wrong), and a brief description of the problem.
  • We promise to respond to you within 48 business hours at most.

8. Acceptance of this Policy

By purchasing items from POPMART-LABUBU , you confirm that you have read, understood and accepted this  Return and Refund Policy  . We also recommend that you read our  Terms and Conditions  and  Shipping Policy  to fully understand how our services work.

Thank you for your choice POPMART-LABUBU !
We are committed to your satisfaction and will do our best to resolve any issues you may have during your shopping experience.