Returns & Replacements

1.After-Sales Period

1.1. Consumers may apply for after-sales services within Thirty (30) days from the date of delivery shown in the order logistics record by providing the original purchase proof (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 replacement, consumers should conduct a thorough inspection and submit all requests at once. After the free replacement service has been utilized, any subsequent requests for replacement will require the consumer to bear the replacement costs.

1.3. Consumers or the entrusted third parties should check the integrity of the product packaging upon receipt. If the product packaging is damaged or shows obvious signs of crushing and deformation, please contact our customer service within seventy-two (72) hours after the package has been successfully delivered, providing evidence of the damage (photos or videos).

1.4. 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 Order Eligibility Restriction

After-sales services are only available for orders placed through official Qootoy channels. For orders from third-party platforms or retail distributors, please contact the original purchasing channel or the platform's customer service for after-sales handling.

2.2 Cross-Site Service Exclusion

After-sales services are only applicable to the regional site selected during the order placement. Currently, cross-country or cross-regional after-sales services are not supported.

2.3 Non-Defective Returns

Customers may request a return for non-defective items within fourteen (14) days after delivery.

To be eligible for a non-defective return:

• The item must be unused and in its original packaging.
• Blind boxes that have been opened are not eligible for return unless the product is defective.
• Whole set products must be returned complete and unopened.
• Customers are responsible for return shipping costs for non-defective returns.
• Original shipping fees are non-refundable.

After the returned item is received and inspected, refunds will be issued to the original payment method within 5–10 business days.

2.4 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 Qootoy’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 getting duplicate items, we recommend choosing the whole set purchase link.

2.5 After-Sales Problem Assessment Criteria

 If consumers encounter the following quality issues after receiving the products, they can initiate after-sales services within the after-sales period by providing relevant evidence (photos or videos of quality issues):

1. The product fails to perform its intended functions without prior notice (e.g., unable to charge, lights not working).

2. The product does not meet the standards described in its labeling or packaging. Applicable Products: All products

2.6 Defect-related Issues

 ① Type 1

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

Defect Identification Standards

(1) Functional Issues (Part Fractures/Unstable Standing) Non-human-induced fractures; inability to stand upright; instability with wobbling even when able to stand. 

(2) Appearance Defects (Scratches or Scuffs/Surface Stains or Oil Spots) Extensive scratches, scuffs, stains or oil spots on the surface.

(3) 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. 

② Type 2

Product: Plush dolls, vinyl plush toys, cotton dolls

(1) Defect Identification Standards

Irrecoverable tilting or uneven legs even after adjustment.

Extensive scratches or scuffs on the vinyl faces.

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

Printing errors, missing prints, or significant misalignments in areas with printed patterns. 

(2) 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. 

2.7 Other Issues

Product - Card Mismatch For blind box products, if you find that the identity card inside the blind box does not match the actual figurine, please provide: - Clear photos of the identity card and the figurine - Order number and unboxing video We will resend the correct identity card to ensure it matches the figurine you purchased. 

Duplicate Items in a Whole Set If you purchased a "whole set" of products but received duplicate items, please provide: - Photos of all products in the whole set - Order number and unboxing video Once verified, we will resend the missing items to ensure your whole set is complete without duplicates.

Empty Package Issue Our warehouse guarantees that only normal products are shipped, and no empty packages are sent out. If the package you received is abnormally light in weight and you can confirm that there are no products inside, please provide: - Order number - Clear image of the shipping label - Unboxing video (to prove the package is empty)

Hidden Card Redemption If you receive a hidden card in a blind box and wish to redeem the product, please provide the following information. Our customer service team will arrange the redemption after verification: - Photo of the hidden card - Delivery address

Packaging Damage- Consumers or entrusted third parties should check the integrity of the product packaging upon receipt. In case of severe damage or obvious crushing and deformation of the product packaging, please contact our customer service within 72 hours after the package has been successfully delivered, providing evidence of the damage (photos or videos). - Packaging damage not eligible for after-sales service: Minor scratches, abrasions, dents on the product packaging, or slight changes to the shrink wrap that occur during express delivery and do not cause damage to the inner products are not within the scope of after-sales service for packaging issues. As shown in the following images:

3. Return Shipping Fees

3.1 Qootoy will process refunds within 5-10 business days after receiving the returned item(s). Please note that refunds may not appear on your credit card statement until the next billing cycle.
3.2 Exchanges and replacements depend on product availability.
3.3 Refunds will be issued using the original payment method (PayPal, credit card, debit card, etc.).
3.4 For defective products, a full refund will be provided. However, for non-defective items, the refund will exclude shipping and handling fees, and the buyer will be responsible for any shipping costs not related to product quality.
3.5 If more than 15 business days have passed since we’ve approved your return, please contact us at info@qootoy.com.

4. Special Notes

During a certain period, if a customer exhibits any of the following (but not limited to) clearly deliberate behaviors when applying for after-sales service:

1. Claiming non-receipt when the package has been successfully delivered, or reporting an empty package.

2. Failing to meet the after-sales policy requirements.

3. Incorrect address filling (e.g., mismatch between the ordered country/region and the detailed address).

4. Using defect images of products other than the purchased item.

To maintain a fair market order, our company may take the following actions (but not limited to) in response to the above behaviors:

1. Request the customer to provide additional valid evidence (including but not limited to clear and complete unboxing videos, defect images).

2. Suspend coupon issuance or reduce coupon amounts.

3. Refuse after-sales service or refunds for the relevant products, and the customer will bear the corresponding losses.