Refund policy
7-Day Return Window
You have 7 days from receiving your item to request a return. Customers are responsible for return shipping costs and must send items to our designated address. After receiving and verifying the returned item, refunds will be processed within 10 business days and issued to the original payment method. Please allow additional time for your bank or credit card company to process the refund.
Eligible Returns
• Item must be in its original condition, unworn/unused, with tags.
• Must be in its original packaging.
• Receipt or proof of purchase required.
Refunds
Full Refund: For orders that have not shipped within 7 days after purchase, we offer a full refund.
Partial Refund: After 7 days, we will provide a refund of 90% of the purchase price. The remaining 10% will be considered a processing fee and other related costs.
Please note: the above refund policy applies only when "miHoYo has not shipped" the product. If part of the order has already been shipped, even if the order status is "Unfulfilled," a refund cannot be processed. For more details, please contact customer service.
Deposits
Deposits for purchases are non-refundable as they cover costs incurred in the production process initiated upon order confirmation.
Packaging Box
The packaging box is designed to protect the toy or figurine inside. If the packaging box shows wear or damage, compensation or replacement will not be offered, as its primary function is to safeguard the product. Compensation will only be considered if the item inside the packaging is damaged.
Compensation Policy
(i) Customers Without Insurance:
| A. Lost Package | • If the package is lost during international shipping, 50% of the item value will be compensated (up to RM400). |
| B. Partially Lost Items | • If part of the items is lost during international shipping, 50% of the item value will be compensated (up to RM100). |
| C. Missing Items/Empty Packaging | • If items are missing or the packaging is empty upon receipt, full compensation based on the item value will be provided. |
|
Conditions for Compensation: 1. For B and C, a complete unboxing video is required, starting from the moment the package is opened until the product is fully unpacked. 2. The video must not be interrupted to avoid suspicions of tampering, which could result in no compensation. 3. If a complete unboxing video is not provided or only photos are submitted, compensation will not be granted. 4. Ensure a full unboxing video is provided to protect your rights. |
|
| D. Damaged Items | • For damages caused during shipping, a voucher will be issued based on the item’s value (up to RM50). |
|
Conditions for Compensation: 1. Fragile items (e.g., glass, ceramics) are not covered without insurance. 2. Required materials: a video showing the damaged item, a photo of the shipping label, a photo of the item’s outer packaging, and 3 photos showing the damage from different angles. |
|
(ii) Customers With Insurance:
| A. Lost Package | • Full compensation based on item value if the package is lost during international shipping. |
| B. Partially Lost Items | • Full compensation based on item value if part of the items is lost during international shipping. |
| C. Missing Items/Empty Packaging | • Full compensation based on item value if items are missing or the packaging is empty upon receipt. |
|
Conditions for Compensation: 1. For B and C, a complete unboxing video is required, starting from the moment the package is opened until the product is fully unpacked. 2. The video must not be interrupted to avoid suspicions of tampering, which could result in no compensation. 3. If a complete unboxing video is not provided or only photos are submitted, compensation will not be granted. 4. Ensure a full unboxing video is provided to protect your rights. |
|
| D. Damaged Items | • Full compensation for damages during shipping based on the item’s value. |
|
Conditions for Compensation: 1. Required materials: a video showing the damaged item, a photo of the shipping label, a photo of the item’s outer packaging, and 3 photos showing the damage from different angles. |
|
Notes:
1. Compensation claims cannot be made if more than 3 days have passed since the package was signed for. If there are issues, please contact customer service immediately. If you cannot unbox the package promptly due to special circumstances, report the situation as soon as possible.
2. After receiving the video and photos, the review process takes 2-5 business days. Once completed, the claimant will be contacted.
About Insurance
The insurance fee is 10% of the total value of your goods. If you are interested in purchasing insurance, please contact customer service at kumagameofficial@gmail.com.