A) In-Transit orders are not eligible for Refund or Cancellation:
Please note that orders that are in transit are not eligible to be refunded or cancelled as it is not with us. Even it is canceled and refunded, it will reach the provided address given by the customer.
B) Cancellation and Refund of Your Order:
You can request to cancel and refund your order within 24 hours of placing your order. Cancel and refund request received after 24 hours of placing your order will not be accepted as we process your order for courier dispatch (you can request a return once you receive the delivery).
C) Return :
To be eligible for a return, your product must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase. We have a 30 days return and refund policy, which means you have 30 days after receiving your item to request a return and refund. Also note that refund processing time is 5 business days.
If your return and refund is accepted, we’ll send you a return shipping label by e-mail, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that the return shipping cost is always free. To know more about the return process, please see our Return policy here.
D) Broke/Defective item/ wrong item shipped and Refund:
Damaged or wrong item shipped are not eligible for refund, however if it is company’s fault then, we are liable to send you the package in good state or the original product you ordered and you don’t have to pay any additional charges on it.
If your package is damaged then immediately reach us within 30 days of receiving the product. Request to change in order received after 30 days will not be accepted.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please note the return or exchange is only applicable within 30 days of you receiving the product. The 30 days is calculated from the time the tracking shows the product is delivered.
E) Exchanges:
The customer can request to exchange the product within 30 days of receiving the product. In case the exchange product price is higher than the product return, the customer have to pay in full the remaining amount.
F) Non-returnable items
Please note that several type of products are exempt from being returned and you cannot return them once purchased:
- Custom products (such as special orders or personalized items)
- Limited Edition Items created with one time limited stock only.
- Any product that needs to be assemble before use, or is custom in nature.
G) Approval of Refunds:
We will notify you by e-mail once if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank to process the refund (4 to 5 business days but immediately if the order was via PayPal).
H) Late or missing refunds (if applicable)
If you have not received your refund then please check the following before contacting our support team:
- Check your bank account again.
- Contact your credit card company/bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us immediately.
AnimeFigure is part of VELORA GROUP LTD
Address: 200 OLD ST, LONDON, EC1V 9LA United Kingdom
Office: 2 Frederick Street, Kings Cross, London, United Kingdom, WC1X 0ND
Customer Support: +447404531504
Email: [email protected]