Please be aware when placing your order

• What is a blind box?

“Blind box” means that customers cannot identify which exact product of the series that they purchase before opening it. A regular edition will be replaced if the secret edition appears in the whole set.

We cannot guarantee you will get the secret edition : The number of products in each series varies, and obtaining the secret edition is completely random.

We also cannot guarantee you will receive a specific product : The products you receive are random, and we cannot determine in advance which one you will get.

Customers must carefully choose which product or series of blind boxes they wish to purchase.We do not offer any refunds or replacements for changes of mind regarding your purchase.

• For MEGA 400% and 1000% Series Items:

**• 1. Due to the unique nature of this product, we do not accept returns or exchanges unless there is a quality issue.

**• 2. Please record an unboxing video when opening the package to protect your rights.

**• 3. If you encounter any issues, please provide the video and contact customer service within 15 days of receiving your order.

After-sales service (return/replacement) rules

• 1. Customer service channels : Customer service is available only for orders placed through POP MART’s direct sales channels. For orders placed through a distributor, please contact the original dealer for support.

• 2. Return/Replacement Period : Within 15 days of receiving your goods, you can apply for after-sales service by contacting na.support@popmart.com with your order number and a picture of the relevant figure.

• 3. No Support for After-Sales Cases:

a. Returns or exchanges are not supported for personal reasons such as “disliking” or “not wanting” the product.

b. Refunds or exchanges are not available for items purchased through POP NOW. As the contents of your blind box are revealed upon purchase, this depletes the digital attributes of the trial product, equivalent to the product being opened.

• 4. Replacement note

Due to the random nature of blind boxes, the contents of the box cannot be confirmed before opening. Therefore, POP MART will replace blind boxes with items of equal sale price for customers.

• 5. After-sales service Types

TYPE 1-Regular Blind box

-Defects: Blind box goods are designer toys limited by existing technology and handmade participation in craft production. Minor defect such as uneven coloring, slight scratches, paint drops or bubbles are normal; if there are serious defects, you can apply for after-sales service after receiving your goods.

-Card & Accessories: If the card inside the blind box does not match the product, we will supplement the correct card corresponding to the product, and the original card will be taken back.

-Duplicate figures: If you buy a whole box and it has a duplicate, the missing regular figure will be provided and the duplicated product will be taken back.

TYPE 2- Limited Edition Products

The after-sales rules of Limited Edition Products shall be subject to the specific notice of event publicity.

TYPE 3-Art Toy Accessories

-Scope of application: portable powerbanks, charging cables, nightlights, watercups, phone cases.

-Shipping fees: If the return is due to a quality issue and involves exchanging the original product, the company will cover the shipping costs.

-Note: When the above products are sold in the form of blind boxes, the aftersales service will be carried out according to the rules on the details page.

Apply for the after-sales process

Please provide the following information to customer service na.support@popmart.com

1.Related order number

2.Pictures or unpacking video of the related products (If product`s height is over 4 inches,the unpacking video of goods is necessary ）

–Note: picture requirements and examples of a seriously defective product

① The product model which are consistent with the after-sale product can be recognized by the pictures.

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② The defect area or points should be circled in the pictures and be visible clearly

RT 02.PNG ③ Take more than 3 photos of the product (If there are defects in several different parts, multiple pictures should be provided to indicate each part)

④ The product and the inner packaging box should be placed at the same level, which shall be fully shown on the photo (If the retail box is lost, other product’s retail similar to the size of the original retail box can be replaced, such as mouse, drawing paper, etc.)

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⑤ If more than one defective product having after-sales problems, all products should be put together to take the overall picture of the goods.

⑥ If customer reports that a product is unable to be placed in a standing position or be placed in a stand position unsteadily, etc., customer need to provide the corresponding video to demonstrate the problem.

Return Steps

Please follow these steps: If your order went through a return request.

1.Product Return Preparation: customers must return the inner packaging box, product, accessories, and all included free gifts together. (Certain items may not require return. customers can contact customer service for details）

2.After sending the return package, customers must provide the tracking number to us.

3.Upon receipt of the goods, verification of payment proof for the return fee, and confirmation of eligibility for a refund, the POP MART will issue coupons equivalent to the actual refund amount to the customer.

NOTE：

1.Return Freight Advancement: The customer is responsible for prepaying the return shipping cost. Upon receipt of proof of payment for the return fee and the return tracking number, the POP MART will issue a coupon equivalent to the order amount.

2.Tax-Related Returns: Should a package be returned due to the receiver’s refusal to pay thet tax fee, the shipping fee, return fee, and any associated fees will be deducted from the refund amount. It is important to note that this policy does not apply to offline retail store purchases.

Refund

If you are eligible for a refund, the refund will be made within 5-10 business days.

POP MART STORE Return Policy