Return & Refund Policy
At NZ Figuarts, we strive to ensure that your shopping experience is enjoyable and stress-free. We carefully select and pack each item to guarantee it arrives at your doorstep in top condition. However, we understand that sometimes things can go wrong, and you may receive a damaged or defective item.
If this happens, please contact us immediately at support@nzfiguarts.co.nz, and we will do our best to assist you. Please note that all returns or exchange requests must be made within 14 days of receiving your goods at your delivery address.
Our friendly customer support team will be in touch within 3 business days to assist you with your enquiry. We may request photographic evidence of the damaged or defective item, and we will review it to determine your available options.
At NZ Figuarts, we value your satisfaction, and we will work with you to find a solution that meets your needs.
Refund Policy
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Pre Order/Back Order Products
As we managing our warehouse overseas, all the pre-order and stocked items are not able to be return if you change your mind. But we have domestic office which might be able to take returns for MAJOR faulty items. Please find the Defective or Damaged items section. For details, please check our pre-order policy.
Defective or Damaged items
Items that arrive with MAJOR production defects can be exchanged or returned for a refund with in New Zealand (Exclude special ordered items like damaged resale or custom items). In these cases, NZ Figuarts will assist our collectors in returning the item. We will provide a pre-paid label, when applicable.
NZ Figuarts will try to assist exchange or replacement parts for the following MINOR issues but not guaranteed. The result will based on the evaluation by product supplier or manufacturer, this might take a long process to get results as many of our supplier from Japan or China.
- Packaging/art box damage, light wear and tear (bends, creases, dented corners)
- Manufacturing defect or QC issues affecting random pieces.
- Paint over or under sprays.
Refund
As the special of collectible industry. All refunds are at the discretion of NZ Figuarts. Unless your item is deemed significantly defective or is different from what was advertised you will not be entitled to a refund.
In the event of a refund, we will process your refund within 5-7 business days after receiving your return. It can take up to 14 business days for the funds to post to the original payment method(s), depending on your financial institution.