Return & Refund Policy

Return & Refund Policy

We want you to be satisfied with your order. Because of the special nature of our products, our return options are limited. Please read carefully before purchasing.

General Rule

  • Simple “change of mind” returns are not accepted for preorders and individually ordered and in China released items.

  • Returns are only possible under the conditions outlined below.

In-Stock Items (Germany Warehouse)

  • If the product is in stock and shipped from our German warehouse, you have the right to return it within 14 days of receipt without giving a reason, in line with applicable EU consumer law.

  • The product must be in original condition, unused, and in its original packaging with all accessories.

  • Return shipping costs are borne by the customer, unless the return is due to our error (e.g. wrong item, damage).

Pre-Orders & Custom Orders

  • For Pre-Orders or Custom Orders (items not in stock at the time of purchase and produced/imported/purchased specifically for you), the 14-day return right does not apply.

  • These items are excluded from cancellation or return once production or the import process has begun.

  • Deposits for pre-orders are generally non-refundable, except if the manufacturer cancels production or other extraordinary circumstances outside the customer’s control occur.

  • If a cancellation is accepted, we may deduct already incurred, non-recoverable costs (e.g. supplier deposits, production costs, transaction fees).

Damages, Defects & Missing Parts

  • If your item arrives damaged, defective, or with missing parts, you must notify us within 72 hours of delivery.

  • Please provide clear photo evidence of the packaging and the item.

  • Depending on the case, we will arrange:

    1. Replacement parts (if available)

    2. Repair (if feasible)

    3. Refund or partial refund

Refunds & Processing

  • Refunds will be processed via the original payment method once your return has been received and inspected (or verified by evidence).

  • Please allow up to 14 business days after approval for funds to appear, depending on your payment provider.

Non-returnable Items

  • Used items, opened/altered products, or products not in original condition cannot be returned.

  • Custom-made or limited-edition statues are strictly non-returnable, except in the case of damage or defects.

  • Minor cosmetic variances (e.g. tiny paint specks, small imperfections inherent to resin/polystone) are not considered defects.

How to Start a Return

  1. Contact customer service within the applicable timeframe.

  2. Provide your order number, product details, and photos (in case of damage/defects).

  3. We will review your request and, if approved, provide instructions (RMA number) for the return process.