Refund policy

Return & Refund Policy FAQs

 

At Yama Figures, we are committed to providing high-quality anime figures and action figures. While we carefully inspect all products before shipping, we understand that issues may arise. Below are the details of our return and refund policy:

 

1. What is Yama Figures’ return policy?

Due to the nature of collectible figures and the high cost of international shipping, we only accept returns for the following reasons:

  • Defective or damaged items (items in the box are clearly/visibly damaged and those that are not damaged by the shipment company)

  • Incorrect items received (item does not match the order)

Return requests must be submitted within 7 days of delivery.

 

 

2. What items are eligible for returns?

To be eligible for a return:

  • The item must be unused, in its original condition, and include all original packaging, including accessories and tags.

  • You must provide a receipt or proof of purchase.

  • Pre-owned, opened, or displayed figures are not eligible for returns. (Unless mentioned otherwise while purchasing the figures)

  • Blind boxes, mystery items, and gachapon are final sale and non-returnable.

  • Limited-edition or pre-order figures are non-returnable unless defective.

 

 

3. How can I request a return?

If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back without prior approval will not be accepted.

To request a return, follow these steps:

  1. Contact us at [customerservice@yamafigures.com] with:

    • Your order number

    • Clear photos showing the issue (e.g., defect, damage, or incorrect item)

    • A brief description of the problem

     

  2. Our team will review your request within 3 business days and respond with further instructions if your return is approved.

 

 

4. Who is responsible for return shipping costs?

  • If the return is due to our error (defective, damaged, or incorrect item), we will cover the return shipping cost.

  • In all other cases, customers are responsible for return shipping fees.

  • Original shipping fees are non-refundable.

 

 

5. How should I ship the returned item?

  • Once your return is approved, you will receive detailed return shipping instructions.

  • Items must be shipped using a trackable shipping method.

  • Please retain your tracking receipt until the return is fully processed, as Yama Figures is not responsible for lost return shipments.

 

 

6. When will I receive my refund?

  • We will notify you once we have received and inspected your return.

  • If approved, your refund will be processed within 10 business days and automatically credited to your original payment method.

  • If more than 15 business days have passed since your return was approved and you have not received a refund, please contact us at [customerservice@yamafigures.com] with the subject as "Urgent! Refund not received".

 

 

7. More Information

 

Damages and Issues

Please inspect your order immediately upon delivery. If your item is defective, damaged, or incorrect, contact us right away so we can resolve the issue.

 

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Pre-owned, opened, or displayed figures

  • Blind boxes, gachapon, or mystery items

  • Limited-edition and pre-order figures (unless defective)

  • Gift cards

  • Sale items marked as “Final Sale”

 

Exchanges

We do not offer direct exchanges. If you need a different item, you must return the eligible item and place a new order.


 

8. For Customers in the European Union

In accordance with EU law, customers in the European Union have the right to withdraw from their purchase within 14 days of receiving the goods without providing a reason. This applies to all non-personalized items.

 

  • After notifying us of your intent to return, you will have an additional 14 days to return the item.

  • Refunds will be issued within 14 days of receiving the returned item or proof of return shipment, whichever comes first.

  • Customers are responsible for return shipping costs, unless the item is defective, damaged, or incorrect.

 

 

Exceptions for EU Customers

  • Pre-order or limited-edition figures are exempt from this right of withdrawal.

  • Blind boxes and gachapon items are non-returnable.

 

For reference: Under the EU Consumer Rights Directive, consumers generally have the right to return goods within 14 days, but customized or pre-order items are explicitly exempt under Article 16(c) of the directive.

 

 

 

Contact Us

If you have any questions about our return and refund policy, contact us at:

📧 Email: [customerservice@yamafigures.com]

We appreciate your support and hope you enjoy your anime figures from Yama Figures!