Returns & Refunds

The Item You Received Is Faulty Or Damaged

• Return requests apply to products that are faulty, malfunctioning, or significantly different from the description. This includes major appearance issues, mismatched product ID cards, duplicate items in a set, accessory problems, and issues with turning electronic products on or off.
• If your product has a major quality issue, you may be entitled to a replacement or refund.
• If your product has a minor quality issue (e.g. a small defect), you may not be entitled to a replacement or refund but you may be offered a coupon or partial refund as compensation.

• Any request will be determined at POP MART’s sole discretion

We Will Not Accept Returns For:

Blind Boxes & Figures

• Blind box products consist of basic and secret figures revealed only after opening, creating the element of surprise!
• If you purchase an entire box set, there's no guarantee you will get the secret figure.
• If a secret figure is revealed in your full set will replace a basic figure.
• For the purchase of singular blind boxes, if the card does not match the figure, the card will be replaced based on the figure style and the original card will be kept by POP MART. If the whole set is purchased and there are repeated figures, one of them can be replaced with the missing basic figure (but cannot be replaced with other specific or secret figures), the repeated figure will be kept by POP MART.
• We do not accept returns or exchanges for 'change of mind' or if the figure inside the blind box is not the one you wanted.

Plush Products

• Plush items are soft and may become slightly deformed during shipping. These can be restored to their original shape by gently fluffing and reshaping.
• Most plush products are made with hand stitching. Minor imperfections such as compressed fur, loose threads, and slight misalignment where parts are joined may occur.
• Some plush items may show minor scuffs, spots, scratches, stains, or shedding due to the nature of the materials and craftsmanship.
• We do not accept returns or exchanges for 'change of mind' or if the plush figure inside the blind box is not the one you wanted.

Boxes and Packaging

• While we carefully package our products, minor damage to the outer box or packaging can sometimes occur during transit.
• Any minor scratches, abrasions, or dents that do not cause internal damage to the product unfortunately does not qualify for a return.
• If you believe the damage occurred during transit, we recommend contacting the shipping provider.

Additional Terms & Conditions

• This return policy applies to purchases made on au.popmart.com
• For more information on returns, please contact the original point of purchase for products bought at a POP MART physical store or from a third-party seller. For purchases made at POP MART Roboshop, please submit your enquiry here.
• Returns sent without prior approval will be rejected and the customer will be responsible for the postage costs incurred. Please contact us and follow the provided instructions before returning your order. All return requests will be evaluated at POP MART’s sole discretion.
• Please kindly understand that we ONLY accept returns for the reason of FAULTY or DAMAGED.
• To ensure a smooth exchange or return request, we advise that you video record yourself unboxing your order on the day you receive your package.