RETURNS & REPLACEMENTS

Before You Buy: Blind Box & MEGA Items Notice

What is a Blind Box?
"Blind box" means the specific product inside is unknown before opening. If a secret edition is randomly included in a whole set, it will replace one regular edition.

Secret Editions are not guaranteed: The probability is random, and we cannot ensure you will receive one.

Specific characters are not guaranteed: Products are randomly packed, and we cannot select or guarantee specific items.

Please make your purchase decision carefully. Refunds or exchanges will not be provided for changes of mind.

MEGA 400% and 1000% Items:

• Due to the unique nature of these items, returns or exchanges are only accepted for quality issues.
• Please record an unboxing video when opening the package to assist with any claims.
• If issues arise, contact support within 15 days with the video proof.

Returns & Replacements

1. Timeframe: Contact support@popmartup.com within 15 days of delivery. Include your order number and relevant pictures or videos.

2. Cases Not Eligible for After-Sales Support:

• Returns due to personal preference ("don't like it", "changed my mind").
• POP NOW purchases: Product is digitally revealed and considered opened at purchase.

3. Replacement Policy: For blind boxes, replacements will be issued with a product of equal value. Specific item requests are not supported.

Supported Product Types

TYPE 1 – Regular Blind Boxes

• Minor imperfections (e.g. slight paint defects, bubbles, scratches) are not covered due to handmade nature.
• Incorrect card: The correct card will be sent, and the incorrect one returned.
• Whole box duplicates: Missing figures will be provided if duplicates are confirmed, and duplicates returned.

TYPE 2 – Limited Editions: After-sales terms depend on event-specific announcements.

TYPE 3 – Art Toy Accessories

• Includes: power banks, cables, nightlights, mugs, phone cases.
• If quality-related, POP MART covers return shipping.
• If sold as blind boxes, after-sales follows that product's page terms.

How to Request After-Sales Service

Please email support@popmartup.com with the following:

• Order number
• Photos or unboxing video (required for items over 4 inches in height)

Photo and Video Requirements:

1. The product model should be clearly visible and match the item in the order.
2. Mark the defect area in the photo so it is clearly visible.
3. Provide at least 3 photos. If there are multiple defects, take separate photos of each area.
4. Show the product and inner packaging together. If the original box is lost, use a similarly sized item (like a mouse or notepad) as reference.
5. If there are multiple defective products, display all in one group photo.
6. If the product cannot stand or is unstable, a video demonstrating the issue is required.

Return Procedure

1. Return all items including inner packaging and free gifts unless otherwise informed.
2. Provide return tracking number after shipping.
3. Upon verification and approval, a coupon equal to the return amount will be issued.

Note:

• Customer pays return shipping upfront. After confirmation, a coupon of equal value will be provided.
• If return is due to tax refusal, refund will be reduced by shipping + return costs.

Refunds

Eligible refunds are processed within 5–10 business days.

In-Store Return Policy

• Defective items may be returned to POP MART stores within 15 days with original receipt.
• Common issues include: missing/broken parts, visible damage, duplicates in full sets, poor stability.
• For remote returns, contact the store and provide 3+ photos showing the full item and defect areas. Shipping costs are the customer's responsibility.