Returns & Refunds

- US Offline Store returns and refunds policies

- Offcial Online Stores shipping and returns policies

 

RECOMMENDATIONS

To avoid any dispute in respect of a refund of exchange, customers are encouraged to:

Open their blind boxes in store AFTER purchase of a Blind box and a receipt has been processed.

Video record themselves opening the blind box, the day of which must be no more than 2 days from the date of purchase.

  

START YOUR RETURN BY CONTACT US

- Find your nearby Pop Mart Store and ask our staffs for more informations.

- Send your requests to our email: uscs@popmart.com

For more questions, please feel free to drop us a line at uscs@popmart.com


 

BLIND BOXES

“Blind box”: means that customers cannot identify which exact figurines they will get in the box before opening it. Customers can only choose the series from which the figurines are a part of, and the range of figurines contained in that Blind box will belong to a selected series.

“major quality problem”: means a quality problem that is highly visible, severe, and notorious.

“a minor defect”: a minor defect that occurs in the production process, for example, small uneven colouring, slight and non-superficial scratches, paint loss or tiny bubbles, and other minor imperfections.

Pop Mart’s Blind boxes includes secret figurines that, if contained within your Blind box, will replace one other standard figurine originally in the Blind box. The probability of obtaining the secret figurine may be different with each series.

NUMBER OF FIGURINES IN EACH SERIES VARIES.

WE DO NOT GUARANTEE THAT ANY PURCHASE OF A BLIND BOX WILL CONTAIN THE SECRET FIGURINE.

Customers MUST carefully choose which product or Blind box they wish to purchase. We do not offer any refund or exchange for a change of mind in your purchase.

Customers MUST NOT weight pinch any Blind box or do any other acts that could damage the packaging or contents of a Blind box. A customer will be liable for the costs of the entire Blind box at its original price if any damage is caused from the customer’s actions.

If a product or service purchased from us has a major quality problem, then a customer may be entitled to a replacement or refund, the option of which is at Pop Mart’s discretion.

If a product or service purchased from us has a problem which does not amount to a major quality problem (e.g. a minor defect) then a customer may not be entitled to a refund or to have the product replaced. Any request will be determined in Pop Mart’s sole discretion.

If the card inside the Blind box does not match with the figurine, we will supplement the corresponding card according to the piece, and the original card will be taken back.

If you buy a whole box and it has a duplicate, the missing regular figure will be provided and the duplicated figurine will be taken back.