RETURN & REFUND

• After-sales service is available only for orders placed through 52TOYS official direct sales channels. For purchases from authorized resellers or retailers, please contact the original seller directly.
• Counterfeit products may appear on unauthorized platforms. If you are uncertain about a product’s authenticity, please check with us before purchasing.
• For any after-sales assistance, please contact our customer service via CONTACT US on the official website or by email.

• You may request after-sales support within 30 days from the delivery date shown in the order tracking. Please provide your order number (or purchase receipt) and clear photos or videos of the issue. Requests submitted after 30 days may require additional review and approval.
• Check packaging on delivery. If damaged or crushed, contact our customer service within 72 hours from the delivery date shown in your order tracking and include your order number (or purchase receipt) along with clear photos or videos showing the issue. Failure to report within this time may affect eligibility.
• Please allow 5-7 business days for refund processing. After that, your refund will arrive within 7 business days.

Not Eligible for After-sales Service

• Returns or replacements based on personal preference (e.g., receiving a figure you don’t want) are not supported.
• Duplicate items from non-whole set blind box purchases are not considered defects.
• Requests that do not meet 52TOYS’s quality/defect criteria will not be eligible.
• Items redeemed with membership points are non-returnable and non-replaceable.
• Free gifts, gift cards, and promotional items are not eligible unless a verified quality issue occurs.

Product-Specific Non-Defect Cases

• Blind box and figurine products are designer toys with handcrafted elements. Minor imperfections (such as light packaging dents, uneven paint, small scratches, dots, impurities, small paint chips or bubbles, etc.) are considered normal and not defects. For serious defects, please contact us.
• Plush toy products are soft toys with handmade and filled elements. Minor scratches, small black dots, transport-related compression (that can be manually restored), loose threads from stitching, or normal wear from use are considered normal and not defects. For serious defects, please contact us.
• Creative accessory products include items such as stationery, fabric goods, and other collectible accessories. Normal color differences in fabrics, loose threads, typical material odors, wrinkles, normal wear, and minor bubbles or black spots in glass or ceramic due to the production process are considered normal and not defects. For serious defects, please contact us.

Required for Return or Exchange

• Your order number.
• Photos or an unboxing video of the product(s). For large figurines and art toys, an unboxing video is required.
• Returned or replaced items must remain unused, unopened, and undamaged. For blind box products, items may be opened to verify defects before requesting a return or replacement. Items returned without meeting these conditions may be sent back to your default delivery address, and you may be asked to cover the shipping costs.

Return / Exchange Procedure

Return Steps

• Submit request: contact customer service with your order details and required photos/videos.
• Request review: 52TOYS will review your request to confirm eligibility and provide further instructions.
• Return all items: Send back the product with original packaging, accessories, and any free gifts.
• Share tracking: Provide the return tracking number and keep proof of postage.
• Refund issuance: After the return is received and confirmed, store credit will be issued for the approved refund amount.

Exchange Steps

• Return verification: Once we receive and verify the returned product, we will arrange shipment of the replacement item.
• Receipt confirmation: Please confirm receipt and contact our team if further assistance is needed.

52TOYS-responsible cases

• If the issue is caused by 52TOYS (e.g., quality issues, incorrect items, or damage during delivery), 52TOYS will cover the return shipping cost.

Customer-initiated returns

• For returns unrelated to product quality (e.g., refusal of delivery, incorrect address, change of mind), the customer is responsible for all shipping costs, including both outbound and return shipping.

Non-refundable charges

• Original shipping fees, duties, and taxes are non-refundable, regardless of the reason for the return.

Situations that May Affect Eligibility

• Reporting non-receipt when tracking shows successful delivery, or claiming an empty package without valid evidence.
• Requests that do not meet our after-sales policy requirements.
• Incorrect or incomplete shipping address provided by the customer.
• Photos or videos submitted that do not match the purchased product.

How 52TOYS May Respond

• Request additional evidence (e.g., clear defect photos or a full unboxing video).
• Suspend or adjust store credit issuance if irregularities are detected.
• Decline requests if evidence is insufficient — the customer will bear any resulting costs.
• Refunds/store credit will be issued 5–10 business days after approval and receipt of returned items.

Tips for A Smooth Process

• Keep all packaging, accessories, and gifts intact until after-sales is completed.
• Provide clear visual evidence of the issue.
• Contact customer service promptly with any questions.

• For any questions, feel free to reach out via cs@hi52toys.com.