Refund policy

Purchasing Principle

At The BlindBox Factory, a "blind box" means customers cannot identify which exact figurine of the series they will receive until they open the box. Please carefully consider your purchase before proceeding.

• A regular figure will be replaced with the secret figure if the secret figure appears in a whole set.
• Number of figurines in each series varies. We do not guarantee that any purchase of a blind box will include a secret figurine. Additionally, we cannot guarantee which exact figurine you will receive as they are distributed randomly.

Customers MUST carefully choose which product or series of blind boxes they wish to purchase. No refunds or exchanges are offered for change-of-mind purchases.

Cancel & Change of Address

1. Order Cancellation: We do not accept cancellations after the order has been fulfilled.
2. Change of Address: We cannot accommodate address changes once the order has been fulfilled.

After-Sales Service Period

For defective or damaged products purchased from The BlindBox Factory, please contact our Customer Service team within five (5) working days from the delivery date.

For security purposes, please contact us using the same email address you used to place your order. A Customer Support Representative will assist you in resolving the issue.

To avoid disputes regarding refunds or exchanges, we encourage customers to video record themselves while opening the blind box, ensuring the shipping label and the parcel condition are clearly visible in the video. The video must be recorded within two (2) working days of delivery.

After-Sales Service Types

1. Defects
   Our blind box collectibles are art toys produced with both technology and handmade processes. Minor imperfections such as uneven coloring, slight scratches, paint drops, or bubbles are normal. However, if the defects are significant, you can message our team with your order number and photos of the defective figure within five (5) working days of receiving your goods.

2. Duplicate Figures
   If you purchase a whole box and receive a duplicate figurine, we will provide the missing regular figure and take back the duplicate.

3. Non-Blindbox and Display Cases
   For non-blind box products (e.g., display cases), please contact our after-sales team within five (5) working days from the delivery date to address any defects or issues.

Fees & Taxes

1. International Customers: You are responsible for any tariffs and value-added taxes incurred in the destination country.
2. Notice: If a parcel is returned because the receiver refuses to pay tax fees, we will deduct the shipping fee, return fee, and any other related costs from your refund.

Frequently Asked Questions (FAQs)

Q: Can I cancel my order after placing it?
A: Orders can only be canceled before shipment. Once the parcel is shipped, the order cannot be canceled.

Q: What if the item I received is damaged?
A: If you receive a damaged product, please contact us with your order number and photos or an unpacking video of the product within five (5) working days of delivery.