Refund policy
Thank you for shopping with Figureshero.
At Figureshero, we aim to provide a clear and straightforward return and refund process. This Return & Refund Policy explains the eligibility requirements, return procedures, shipping responsibilities, refund processing times, and other conditions applicable to purchases made through www.figureshero.com.
Please review this policy before making a purchase. Nothing in this policy limits any rights customers may have under applicable consumer protection laws.
1. Return Window
Figureshero accepts eligible return requests within 30 calendar days after the date an order is delivered.
Customers may request a return for eligible products, including returns due to a change of mind, subject to the conditions described below.
To initiate a return, customers must contact us within the 30-day return window and obtain return authorization and instructions before sending any items back.
Submitting a return request within the return window does not automatically guarantee a refund. Returns are reviewed according to the eligibility requirements outlined in this policy.
2. Return Eligibility and Product Conditions
For change-of-mind returns, products must meet the following conditions:
- The return request must be submitted within 30 calendar days after delivery.
- The product must be unused and in its original condition.
- All original accessories, components, manuals, and included items must be returned.
- Original product packaging, where supplied, must be included and kept in reasonable condition.
- The customer must provide an order number or other reasonable proof of purchase.
- The product must be returned according to the instructions provided by our customer support team.
For toys, action figures, collectible figures, and similar merchandise, the condition of the product, original packaging, included accessories, and collectible components may affect return eligibility for change-of-mind requests.
Products that have been assembled, played with, displayed, altered, damaged after delivery, or returned with missing components may not qualify for a change-of-mind return unless otherwise required by applicable law.
Opening a product to inspect it does not automatically eliminate a customer's rights regarding an item that is defective, damaged upon arrival, or different from what was ordered.
3. How to Request a Return
To request a return, please follow these steps:
Step 1: Contact Customer Support
Send an email to hello@figureshero.com within 30 calendar days after delivery.
Please include:
- Your order number.
- Your name and the email address associated with the order.
- The name of the product you wish to return.
- The reason for the return.
- Photographs of the product, packaging, or issue, where relevant to the return request.
Step 2: Return Request Review
Our customer support team will review the request and provide applicable return instructions.
We aim to respond to customer inquiries within 2 business days.
If the return is eligible, we will provide return authorization and the applicable return shipping arrangements.
Step 3: Prepare and Ship the Return
Customers should securely package the item with its original accessories and included components, where applicable.
Returns must be shipped to the address specified in the return authorization instructions.
We recommend using a shipping service with tracking and retaining proof of shipment until the return has been resolved.
Customers should ship an authorized return within 14 calendar days after receiving return instructions, unless another arrangement is agreed upon with our support team or required by applicable law.
Step 4: Return Inspection and Resolution
After the returned item arrives, we will inspect it to determine whether it meets the applicable return conditions.
We will notify the customer regarding the outcome of the return review and any approved refund.
Returns sent without prior authorization may be difficult to identify or process and may require additional verification. Such returns will not be automatically forfeited solely because prior authorization was not obtained.
4. Return Shipping Costs
Change-of-Mind Returns
For eligible returns requested because the customer no longer wants the item, ordered the wrong product, or changed their mind, the customer is responsible for return shipping costs.
Return shipping costs depend on the shipping carrier, package dimensions, weight, shipping service, and the customer's location.
Customers are responsible for purchasing and paying for their own return shipping service unless otherwise agreed upon in writing.
Damaged, Defective, or Incorrect Products
If a product arrives damaged, defective, or different from the item ordered due to an error attributable to Figureshero, we will provide an appropriate resolution at no additional return shipping cost to the customer.
Depending on the circumstances, this may include a prepaid return label, reimbursement of an approved return shipping expense, a replacement, or a refund, as appropriate.
Customers should contact us before arranging return shipment so that we can provide suitable instructions and avoid unnecessary expenses.
5. Damaged, Defective, or Incorrect Items
If an order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as reasonably possible after delivery.
Include the order number, a description of the issue, and photographs where available.
For collectible figures and toys, please identify any missing accessories, broken components, incorrect variants, or packaging damage relevant to the reported issue.
We will review the information provided and determine an appropriate resolution based on the circumstances and applicable consumer protection laws.
Available resolutions may include a replacement where possible, a return with a refund, or another suitable remedy.
Customers will not be charged return shipping costs for an eligible return resulting from an error attributable to Figureshero.
The standard change-of-mind condition requirements do not restrict applicable rights relating to defective, damaged, or incorrectly supplied products.
6. Collectible Figures and Original Packaging
Some products sold by Figureshero may be purchased for collecting or display purposes, and original retail packaging may be relevant to their condition.
For change-of-mind returns, customers should preserve the product's original packaging, labels, inserts, accessories, and included components.
Products with missing parts, significant use, customer-caused damage, or materially altered packaging may not qualify for a change-of-mind return.
Minor variations in manufacturer packaging or product presentation do not automatically establish a defect. However, products must substantially match the description and representations provided at the time of purchase.
If a product is materially different from its description, defective, or damaged upon arrival, we will review the issue independently of the ordinary change-of-mind requirements.
7. Refund Processing
Once an eligible return has been received and reviewed, we will notify the customer of the refund decision.
Approved refunds are generally processed within 1–3 business days after approval.
Refunds are ordinarily issued to the original payment method used for the purchase.
After a refund is issued, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
The actual time for a refund to become available depends on the applicable payment provider or financial institution.
For approved change-of-mind returns, the refund generally covers the eligible returned product amount. Customer-paid return shipping costs are not reimbursed.
For returns resulting from an error attributable to Figureshero, we will provide the appropriate refund and cover applicable return shipping costs.
Any refund adjustments will be explained to the customer and handled in accordance with applicable law.
8. No Restocking Fees
Figureshero does not charge restocking fees for eligible returns.
Customers will not be charged an additional fee simply for returning an eligible product in accordance with this policy.
Customer-paid return shipping for change-of-mind returns is separate from a restocking fee.
9. Exchanges and Replacements
Figureshero does not offer direct exchanges for change-of-mind returns.
Customers who wish to purchase a different product, model, color, or variant may request an eligible return and place a new order separately.
For damaged, defective, or incorrectly supplied items, we may arrange a replacement where appropriate and subject to availability.
If a suitable replacement is unavailable, we will provide an appropriate alternative resolution, including a refund where applicable.
10. Order Cancellations
Customers wishing to cancel an order should contact us as soon as possible before shipment.
Cancellation requests may be accommodated if the order has not yet been dispatched and the cancellation can still be processed.
Once an order has shipped, cancellation may no longer be possible. Customers may request a return after delivery in accordance with this policy.
If a paid order is successfully canceled before shipment, the applicable refund will be issued to the original payment method.
11. Missing or Delayed Refunds
If you have received confirmation that a refund was issued but have not yet received the funds, please check your original payment account and contact your bank or payment provider for information about its processing status.
Some financial institutions require additional time to post a refund to an account.
If you need further assistance, please contact Figureshero at hello@figureshero.com with your order number and relevant refund information.
We will review the available transaction details and assist with inquiries concerning the refund status.
12. International Returns
Figureshero accepts orders from the United States and other destinations enabled for shipping at checkout.
Eligible international return requests are subject to the same 30-calendar-day request window unless additional rights apply under the laws of the customer's location.
Customers requesting a change-of-mind return from outside the United States are responsible for applicable international return shipping costs and any return-related charges imposed by the shipping carrier or customs authorities, except where applicable law requires otherwise.
Customers should contact us before arranging an international return to receive the applicable shipping instructions and any information necessary to help facilitate the return.
For a confirmed defective, damaged, or incorrect item attributable to Figureshero, we will arrange an appropriate resolution without imposing applicable return shipping costs on the customer.
Nothing in this policy limits mandatory cancellation, withdrawal, refund, or other consumer rights that may apply in a customer's jurisdiction.
13. Return Address
Store Name
Figureshero
Return Address
10433 SE Kent Kangley Rd, Kent, WA 98030, United States
This address is also our business and contact address.
Please contact our customer support team and obtain return authorization and shipping instructions before sending any products to this address.
We accept authorized returns by mail. We do not offer in-person return drop-offs under our standard return procedure.
14. Contact Information
If you have questions about return eligibility, damaged products, return shipping, cancellations, or refund processing, please contact us.
Store Name
Figureshero
Website
https://www.figureshero.com/
Phone
+1 206-763-3918
Business and Contact Address
10433 SE Kent Kangley Rd, Kent, WA 98030, United States
Customer Support Hours
Monday – Friday: 9:00 AM – 6:00 PM Pacific Time (PT)
Saturday – Sunday: Closed
We aim to respond to customer inquiries within 2 business days.
15. Policy Updates
Figureshero may update this Return & Refund Policy to reflect changes in our operations, applicable legal requirements, or return procedures.
Any updates will be published on this page with a revised Last Updated date.
Changes will not retroactively remove rights that customers have under applicable law or the terms governing an existing purchase.
Thank you for shopping with Figureshero.
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