Refund policy

Returns & Refund Policy

Last Updated: 10/12/2025

At [Your Business Name], we specialize in high-end collectibles. We understand that for collectors, the condition of the item and its packaging is paramount. Due to the nature of the collectibles market, we enforce a strict returns policy to protect the integrity of our stock.

By purchasing from [Your Business Name], you agree to the terms outlined below.

1. Change of Mind & Statutory Cancellations

You have the right to cancel your order within 14 days of receiving your goods. However, because these are collectible items where "New" status is defined by factory sealing:

  • Sealed Items Only: To be eligible for a full refund, items must be returned strictly sealed, unopened, and in their original mint condition.

  • Diminished Value: If you have opened the product, broken the factory seal, or removed the item from its display box, the item is no longer considered "New." We reserve the right to refuse returns due to this. In accordance with UK Consumer Contracts Regulations, we reserve the right to deduct up to 100% of the refund amount if the item’s value has been diminished by your handling (e.g., opening a blind box, breaking a seal, or handling a figure).

  • Return Shipping: For change of mind returns, the buyer is responsible for all return shipping costs. We recommend using a tracked and insured service, as we are not liable for returns lost in transit.

2. Damaged or Defective Items

If your item arrives damaged, we will do our best to resolve the issue. However, due to the prevalence of fraudulent claims in the collectibles industry, we require specific evidence to process a claim.

Required Photographic Evidence: If you claim an item is damaged, you must email us at tamatoysuk@gmail.com within 48 hours of delivery with high-quality photos including:

  1. The outer brown shipping box (showing any crushing, tears, or impact marks).

  2. The shipping label on the box.

  3. The inner product packaging (showing the damage to the collectible's box).

  4. The specific damage to the item itself (if the box was opened).

Note on Packaging: We sell collectibles, not cardboard boxes. While we pack effectively, minor cosmetic imperfections to the outer packaging (dents, corner wear) that do not affect the actual item are generally not grounds for a return or refund.

3. The "Video Evidence" Clause (Mandatory for High-Value Items)

To protect both the buyer and the seller from transit damage disputes and manufacturing errors, we enforce a strict video evidence policy for high-value orders.

For all items valued at £100 or more: You must record a video of the unboxing process to be eligible for a return regarding damage or missing contents.

The video must meet the following criteria:

  • Start with the outer brown shipping box: Show the shipping label clearly and demonstrate that the box is sealed and untampered with.

  • Continuous Shot: The video must be one continuous take with no cuts or edits.

  • Unboxing: Film yourself opening the outer box, removing the bubble wrap/protection, and inspecting the actual collectible's packaging.

  • Issues: If damage is spotted, zoom in on the damage immediately within the video.

Failure to provide this video evidence for items over £100 will result in the immediate rejection of your damage claim. This is ensuring that damage did not occur during your own handling of the item.

4. How to Return an Item

  1. Contact Us: Do not send items back without prior authorization. Email [Your Email Address] with your Order # and the required evidence (photos/video).

  2. Authorization: If your return is approved, we will provide you with a Returns Authorization Number and the return address.

  3. Packaging: You must pack the item securely in an outer shipping box (do not stick labels directly on the collectible's packaging).

  4. Inspection: Upon receipt, we will inspect the item. If the item is found to be opened, used, or substituted, no refund will be issued, and you will be responsible for the cost of shipping the item back to you.

5. Exclusions

The following are non-returnable:

  • Mystery Boxes / Blind Bags that have been opened (as the "surprise" element is the product).

  • Pre-ordered items & others items that are custom-sourced specifically for you (unless faulty).

  • Digitally delivered items such as item codes.

  • Clearance items marked as "Damaged Box" or "Imperfect" at the time of sale.