Refund & Exchange Policy

We are committed to ensuring your satisfaction with our products and services at p0p mart. If you are not happy with your purchase, we are willing to provide a refund and exchange service under the following conditions:

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Return & Exchange Policy

• All returns, exchanges, and refund requests must be submitted within 7 days of receiving your purchase by contacting us at fsfs1666@outlook.com or via our Contact Us page.
• Any request after 7 days will not be honored.
• We do our best to pack our products carefully, but we cannot guarantee perfect outer packaging due to international shipping. We are only responsible for damages to the figures inside the blind box.
• Returns must be in original packaging and condition with receipt. If the returned item is not in acceptable condition, it will be refused.
• If replacements or exchanges are unavailable, you must return the package to us for a refund.
• If your order has incorrect, damaged, or missing items, please provide the following information via email to initiate the after-sales process:
  1. Order number
  2. Screenshot of the item you should have received (if applicable)
  3. Unboxing video
  4. Pictures of the damaged item

Important Conditions:

• We ONLY accept returns for faulty or damaged items.
• Returns due to change of mind or blind box dissatisfaction are NOT accepted.
• We will evaluate photos/videos before approving a return or exchange. If eligible, we will replace the item (if stock is available) or provide a refund.
• For security, please contact us using the email associated with your order.

📧 Contact email: fsfs1666@outlook.com

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How to Return an Item

To start a return, contact us at fsfs1666@outlook.com with:

1. Unboxing video showing the issue
2. Order number and proof of purchase
3. Photos of the damaged package/products
4. Livestream order screenshot (if applicable)
5. Details of the missing/damaged item

• Processing Time: Please allow 1-3 business days for us to review and respond with instructions.
• Return Address: Provided via email after submission.
• Return Shipping Costs: We only cover return/exchange costs for incorrectly sent items.
• Tracking: Provide us with the tracking number and ensure your Order Number & Full Name are included on the package.

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Damaged & Missing Items

• Minor damages (e.g., loose parts, small breakage) do not qualify for compensation. These can be fixed with glue.
• If an item is seriously damaged, provide an unboxing video to customer service for evaluation. Compensation is determined case by case.
• Blind Box Protection: If a sealed blind box was damaged during transit, we do not provide compensation since we cannot open and reinforce the packaging.
• Most defects (e.g., slight imperfections in handmade figures) are normal and do not qualify for full refunds.

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Undelivered Packages & Wrong Address

Incorrect Address

• We are not responsible for orders undeliverable due to an incorrect address. No refunds or reshipments will be provided.

Marked as ‘Delivered’ But Not Received

1. Check your front/back door, mailbox, package storage area, or neighbors.
2. If still missing after 24 hours, contact your local shipping provider with your tracking number.
3. If unresolved, request a non-delivery certificate from the carrier to process a refund or reshipment.

📧 Email us at fsfs1666@outlook.com for assistance.

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Refund Processing

• Once we receive and inspect your return, we will notify you of approval or rejection.
• If approved, your refund will be processed to your original payment method.
• Your bank/payment provider may take additional time to complete the transaction.

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Order Changes & Cancellations

• To modify or cancel an order, contact us within 24 hours of placing it.
• Orders already shipped cannot be changed or canceled.

📧 For order changes, contact us at fsfs1666@outlook.com.