Store Policy

AFTER-SALES STORE POLICY

1. After-Sales Period

1.1. Consumers may apply for after-sales services within ten (10) days from the date of purchase by providing the original proof of purchase (order number or purchase receipt).

1.2. For individual building block pieces (excluding minifigures, full packs of pieces, and large pieces), if there are quality issues or missing pieces, consumers can enjoy one free replacement service within ninety (90) days from the date of purchase by providing the original purchase proof and anti-counterfeiting code. When applying for a replacement, consumers should conduct a thorough inspection and submit all requests simultaneously. After the free replacement service has been utilized, any subsequent requests for replacement will require the consumer to bear the replacement costs.

1.3. Our company may not accept or process any after-sales requests submitted by consumers after the specified time limit has expired.

2. After-Sales Acceptance Scope

2.1. Ineligible After-Sales Scenarios

The following scenarios are not eligible for after-sales services:

- Non-quality-related Returns and Exchanges: Return or exchange requests due to reasons such as “disliking the style,” “changing one’s mind,” or “making a wrong purchase,” which are not related to product quality, will not be accepted.

- Non-compliance with After-Sales Standards: If, upon review by our customer service, the product does not meet POP MART’s quality or defect assessment criteria, return and exchange services will not be provided.

- Duplicate Items in Non-whole Set Purchases: It is normal to receive duplicate items when purchasing non-whole sets, and this will not be accepted as a valid reason for after-sales service. To avoid receiving duplicate items, we recommend choosing the whole set purchase.

2.2. After-Sales Problem Assessment Criteria

If the consumer finds any defects that fall within the following recognized standards after receiving the product, they may provide relevant proof (photos or videos of the defect) within the after-sales period to request service.

Scenario 1

Product: Blind box figurines, Mega-series figurines, hanging cards, articulated action figures, diorama figurines, Mini Figures, and other figurine-related products

Defective Identification Standards:

- (1) Functional Issues: Non-human-induced fractures; inability to stand upright; instability with wobbling even when able to stand.

- (2) Appearance Defects: Extensive scratches, scuffs, stains, or oil spots on the surface.

Explanation of Special Circumstances:

The following scenarios are considered normal, meet the quality standards, and are not covered by after-sales services:

- Since some parts of the products are manually spray-painted and assembled, certain individual differences may occur, including variations in color intensity and tightness.

- For products using special techniques (such as color-changing paint), due to irresistible factors like time passage and temperature differences, the effect of the technique will gradually decline. This is considered normal and not within the scope of after-sales services.

Scenario 2

Product: Plush dolls, vinyl plush toys, cotton dolls

Defect Identification Standards:

- (1) Irrecoverable tilting or uneven legs even after adjustment.

- (2) Extensive scratches or scuffs on the vinyl faces.

- (3) Product fractures, seam openings, filling exposure, or severe hair loss caused by non-human factors.

- (4) Printing errors, missing prints, or significant misalignments in areas with printed patterns.

Explanation of Special Circumstances:

The following scenarios are considered normal, meet the quality standards, and are not covered by after-sales services:

- During the production of plush products, various processes are used. Minor scratches, black spots, scuffs, stains, and hair loss are normal phenomena and not within the scope of after-sales services.

- Plush products are soft items. Slight deformation may occur due to bumps and squeezes inside the packaging during logistics transportation. Consumers can manually adjust the products to restore their original shapes.

- Most plush products are sewn by hand during the manufacturing process. It is normal to have pressed fur, loose threads, or slightly uneven sewing lines at the stitched parts.

- Issues such as wear, discoloration, and scratches that may occur during use are considered normal product wear and tear, not quality problems.

Scenario 3

Product: Building block products

Defect Identification Standards:

- (1) Particle Deformation: Deformation that affects the normal assembly and construction of building blocks.

- (2) Product Fractures, Breakages, and Incomplete Particles: Fractures, breakages, or incomplete particles caused by non-human factors.

- (3) Severe Misalignment of Printed Patterns: For building block particles with printed patterns, significant misalignment of the printed patterns.

- (4) Missing Particles: Absence of building block particles.

Explanation of Special Circumstances:

During the production of building blocks, various scenarios are considered normal and do not qualify for after-sales services.