1. After-Sales Period

1.1. Consumers may apply for after-sales services within fifteen (15) days from the date of delivery shown in the order logistics record by providing the original purchase proof (order number or purchase receipt).

1.2. For electronics such as power banks, cables, and night lights, consumers can apply for warranties due to quality issues within one (1) year from the date of delivery shown in the order logistics record. In case the product cannot be repaired or replaced with the same model, a return and refund will be processed based on the actual amount paid by the consumer for the product.

1.3. For individual building block pieces (excluding minifigures, full packs of pieces, and large pieces), if there are quality issues or missing pieces, consumers can enjoy one free replacement service within ninety (90) days from the date of purchase by providing the original purchase proof and anti-counterfeiting code. When applying for replacement, consumers should conduct a thorough inspection and submit all requests at once. After the free replacement service has been utilized, any subsequent requests for replacement will require the consumer to bear the replacement costs.

1.4. Consumers or the entrusted third parties should check the integrity of the product packaging upon receipt. If the product packaging is damaged or shows obvious signs of crushing and deformation, please contact our customer service within seventy-two (72) hours after the package has been successfully delivered, providing evidence of the damage (photos or videos).

1.5. Our company ma y not accept or process any after-sales requests submitted by consumers after the specified time limit has expired.

2. After-Sales Acceptance Scope

2.1 Order Eligibility Restriction

After-sales services are only available for orders placed through official POP MART channels, including the official online store, official physical stores, and robot stores. For orders from third-party platforms or retail distributors, please contact the original purchasing channel or the platform’s customer service for after-sales handling.

2.2 Cross-Site Service Exclusion

After-sales services are only applicable to the regional site selected during the order placement. Currently, cross-country or cross-regional after-sales services are not supported.

2.3 Ineligible After-Sales Scenarios

The following scenarios are not eligible for after-sales services:

• Non-quality-related Returns and Exchanges: Return or exchange requests due to reasons such as “disliking the style,” “changing one’s mind,” or “making a wrong purchase,” which are not related to product quality, will not be accepted.
• Non-compliance with After-Sales Standards: If, upon review by our customer service, the product does not meet POP MART’s quality or defect assessment criteria, return and exchange services will not be provided.
• Duplicate Items in Non-whole Set Purchases: It is normal to receive duplicate items when purchasing non-whole sets, and this will not be accepted as a valid reason for after-sales service. To avoid getting duplicate items, we recommend choosing the whole set purchase link.

2.4 After-Sales Problem Assessment Criteria

If consumers encounter the following quality issues after receiving the products, they can initiate after-sales services within the after-sales period by providing relevant evidence (photos or videos of quality issues):

1. The product fails to perform its intended functions without prior notice (e.g., unable to charge, lights not working).
2. The product does not meet the standards described in its labeling or packaging. Applicable Products: All products

2.5 Defect-related Issues

If consumers encounter issues within the following defect assessment criteria after receiving the products, they can initiate after-sales services within the after-sales period by providing relevant evidence (photos or videos of defects): Examples of clear photos: 

①Type 1

Product :Blind box figurines, Mega-series figurines, hanging cards, articulated action figures, diorama figurines, Mini Figures and other figurine-related products

Defect Identification Standards

(1) Functional Issues (Part Fractures/Unstable Standing)

Non-human-induced fractures; inability to stand upright; instability with wobbling even when able to stand.

(2) Appearance Defects (Scratches or Scuffs/Surface Stains or Oil Spots)

Extensive scratches, scuffs, stains or oil spots on the surface.

(3) Explanation of Special Circumstances

The following scenarios are considered normal, meet the quality standards, and are not covered by after-sales services:

Since some parts of the products are manually spray-painted and assembled, certain individual differences may occur, including variations in color intensity and tightness.

For products using special techniques (such as color-changing paint), due to irresistible factors like time passage and temperature differences, the effect of the technique will gradually decline. This is considered normal and not within the scope of after-sales services.

②Type 2

Product : Plush dolls, vinyl plush toys, cotton dolls

(1) Defect Identification Standards

Irrecoverable tilting or uneven legs even after adjustment.

Extensive scratches or scuffs on the vinyl faces.

Product fractures, seam openings, filling exposure, or severe hair loss caused by non – human factors.

Printing errors, missing prints, or significant misalignments in areas with printed patterns.

(2) Explanation of Special Circumstances

The following scenarios are considered normal, meet the quality standards, and are not covered by after – sales services:

During the production of plush products, various processes are used. Minor scratches, black spots, scuffs, stains, and hair loss are normal phenomena and not within the scope of after – sales services.

Plush products are soft items. Slight deformation may occur due to bumps and squeezes inside the packaging during logistics transportation. Consumers can manually adjust the products to restore their original shapes.

Most plush products are sewn by hand during the manufacturing process. It is normal to have pressed fur, loose threads, or slightly uneven sewing lines at the stitched parts.

Issues such as wear, discoloration, and scratches that may occur during use are considered normal product wear and tear, not quality problems.

③Type 3:

Product : Building block products

(1) Defect Identification Standards

Particle Deformation: Deformation that affects the normal assembly and construction of building blocks.

Product Fractures, Breakages, and Incomplete Particles: Fractures, breakages, or incomplete particles caused by non-human factors.

Severe Misalignment of Printed Patterns: For building block particles with printed patterns, significant misalignment of the printed patterns.

Missing Particles: Absence of building block particles.

(2) Explanation of Special Circumstances

During the production of building blocks, various processes are employed. Minor scratches, black spots, scuffs, and burrs are normal phenomena. For fabric accessories, minor wrinkles and loose threads, which are due to the material’s characteristics, are also considered normal. These situations meet the quality standards and are not covered by after-sales services.

In case of missing or defective common particles, consumers can apply for the replacement of the corresponding particles. However, replacement of the entire package or return of the product is not supported.

The total number of particles applied for replacement in a single application for the same product should not exceed 15. If the number exceeds this limit, it is necessary to verify whether there are issues such as duplicate or missing particle packs. For missing, duplicate, or defective particles in whole packs, large particles, or minifigure particles, consumers need to provide a complete unboxing video to apply for after-sales services for the corresponding particles or sub-packages.

④Type 4

Product : Footwear, Apparel and Accessories (Bags, Clothing, Hats, Hair Hoop, Decorative Jewelry, Other Accessories)

(1) Defect Identification Standards

Surface stains, discoloration, etc.

Seam breakage, zipper damage, adhesive failure, cracking, deformation, peeling, accessory detachment, etc. caused by non-human factors.

Patterns do not match the description or there is severe misalignment of printed patterns.

(2) Explanation of Special Circumstances

The following scenarios are considered normal, meet the quality standards, and are not covered by after-sales services:

New products may have a slight odor specific to materials such as leather, synthetic leather, rubber fabrics, foaming materials, and adhesives. You can place the product in a cool, well-ventilated area, and the odor will gradually diminish over time.

The texture and color of the fabric may vary slightly due to minor differences in the production process. For fabric products, minor wrinkles, loose threads, etc., which are due to the material’s characteristics, are considered normal.

Product damage caused by improper use or wearing that does not follow the maintenance recommendations is not within the scope of after-sales services.

Issues such as wear, discoloration, and scratches that may occur during use are considered normal product wear and tear, not quality problems.

⑤Type 5

Product : Cultural and Creative Products; Electronics and Peripherals; Home and Living Products

(1) Defect Identification Standards

Obvious air holes, stains, discoloration, burrs, sharp edges, scratches, glue stains, leakage, etc.

Seam breakage, cracking, fracturing, deformation, accessory detachment, etc. caused by non-human factors.

Patterns do not match the description or there is severe misalignment of printed patterns.

For ceramic products, issues such as glaze cracking and leakage.

(2) Explanation of Special Circumstances

The following scenarios are considered normal, meet the quality standards, and are not covered by after-sales services:

The texture and color of the fabric may vary slightly due to minor differences in the production process. For fabric products, minor wrinkles, loose threads, etc., which are due to the material’s characteristics, are normal, meet the quality standards, and are not within the scope of after-sales services.

Issues such as wear, discoloration, and scratches that may occur during use are considered normal product wear and tear, not quality problems.

Glass and ceramic products are generally hand-fired, and during this process, small air bubbles and black spots may occur, which are normal phenomena.

2.6 Other Issues

1. Product – Card Mismatch For blind box products, if you find that the identity card inside the blind box does not match the actual figurine, please provide:

• Clear photos of the identity card and the figurine
• Order number and unboxing video We will resend the correct identity card to ensure it matches the figurine you purchased.

2. Duplicate Items in a Whole Set If you purchased a “whole set” of products but received duplicate items, please provide:

• Photos of all products in the whole set
• Order number and unboxing video Once verified, we will resend the missing items to ensure your whole set is complete without duplicates.

3. Empty Package Issue Our warehouse guarantees that only normal products are shipped, and no empty packages are sent out. If the package you received is abnormally light in weight and you can confirm that there are no products inside, please provide:

• Order number
• Clear image of the shipping label
• Unboxing video (to prove the package is empty)

4. Hidden Card Redemption If you receive a hidden card in a blind box and wish to redeem the product, please provide the following information. Our customer service team will arrange the redemption after verification:

• Photo of the hidden card
• Delivery address

5. Packaging Damage

• Consumers or entrusted third parties should check the integrity of the product packaging upon receipt. In case of severe damage or obvious crushing and deformation of the product packaging, please contact our customer service within 72 hours after the package has been successfully delivered, providing evidence of the damage (photos or videos).
• Packaging damage not eligible for after-sales service: Minor scratches, abrasions, dents on the product packaging, or slight changes to the shrink wrap that occur during express delivery and do not cause damage to the inner products are not within the scope of after-sales service for packaging issues. As shown in the following images:

2.7 After-Sales Process

Returns to Warehouse: Mail the product to the specified warehouse. Upon successful receipt by the warehouse and confirmation of no issues, our online customer service will process a refund or ship a new product. Shipping Address for New Products: New products will only be shipped to the country or region of the original order placement site. Cross-regional reshipments are not supported.

3. Return Shipping Fees

3.1 Returns Caused by POP MART’s Liability

For after-sales cases resulting from POP MART’s reasons, such as product quality issues, incorrect shipments, or damages, POP MART will cover the return shipping fees.

3.2 Returns Caused by Customer’s Personal Reasons

For returns due to non-product quality issues, such as package refusal, no-reason returns, or incorrect address filling, all shipping fees (including outgoing and return shipping) will be borne by the customer.

4. Special Notes

During a certain period, if a customer exhibits any of the following (but not limited to) clearly deliberate behaviors when applying for after-sales service:

1. Claiming non-receipt when the package has been successfully delivered, or reporting an empty package.
2. Failing to meet the after-sales policy requirements.
3. Incorrect address filling (e.g., mismatch between the ordered country/region and the detailed address).
4. Using defect images of products other than the purchased item.

To maintain a fair market order, our company may take the following actions (but not limited to) in response to the above behaviors:

1. Request the customer to provide additional valid evidence (including but not limited to clear and complete unboxing videos, defect images).
2. Suspend coupon issuance or reduce coupon amounts.
3. Refuse after-sales service or refunds for the relevant products, and the customer will bear the corresponding losses.