Refund & Return Policy

1. Return Eligibility

You may request a return when an item qualifies under the conditions described in this policy.

To be eligible for a return, the item generally must:

• Be unused and in the condition in which it was received.
• Include the original packaging and accessories where applicable.
• Include any documentation or certificates supplied with the product.
• Be returned within the applicable return period described below.

We may refuse a return if the product has been used, altered, damaged after delivery, or returned without required components.

2. Damaged or Defective Items

If your order arrives damaged or you receive an item that appears to be defective, please contact us as soon as possible after delivery.

Please provide clear photographs or videos showing the condition of the package and the product. This helps us investigate the issue and determine the appropriate resolution.

Depending on the circumstances, we may offer a replacement, replacement component, repair solution, refund, or another appropriate resolution.

3. Incorrect Item Received

If you receive an item that is different from the product you ordered, please contact us promptly with your order information and photographs of the item received.

After reviewing the issue, we will provide instructions for the next steps and, where appropriate, arrange a replacement or other suitable resolution.

4. Change-of-Mind Returns

Because many of our products are collectible, limited-edition, special-order, or pre-order items, change-of-mind returns may not always be available.

If a change-of-mind return is accepted, the item must generally be unused, unopened where applicable, and returned in its original condition and packaging.

Customers may be responsible for return shipping costs and any applicable non-refundable shipping or handling charges.

5. Non-Returnable Items

Certain products may not be eligible for return due to their nature, condition, or order status.

Examples may include:

• Items specifically identified as final sale.
• Customized or personalized products.
• Products damaged through customer handling.
• Opened products where return restrictions apply.
• Pre-order or special-order products where the applicable terms state that cancellation or return is restricted.

Product-specific return conditions may be displayed on the relevant product page or communicated before an order is completed.

6. Pre-Orders and Special Orders

Some collectible figures and statues may be offered as pre-orders or special orders. These products may have different cancellation, refund, and return conditions because they may be ordered or reserved specifically for the customer.

Please review the product description and any applicable pre-order terms before placing your order.

7. Refund Process

Once an approved return is received and inspected, we will determine whether the returned item meets the applicable return requirements.

If the return is approved, the applicable refund will be processed through the original payment method where possible.

Processing times may vary depending on the payment provider, financial institution, and payment method used for the order.

8. Shipping Costs

Original shipping charges are generally non-refundable unless the refund is required due to an error on our part, a damaged item, an incorrect item, or applicable law.

Unless otherwise agreed, customers requesting an eligible change-of-mind return may be responsible for the cost of returning the product.

9. Lost, Delayed, or Undelivered Packages

Shipping delays can occur because of carrier operations, customs processing, weather, public events, incorrect delivery information, or circumstances outside our reasonable control.

If tracking information indicates that a package has been delivered but you have not received it, please contact us promptly so that we can review the available shipping information and determine the appropriate next steps.

10. Customs, Duties, and Import Charges

International orders may be subject to customs duties, taxes, import fees, brokerage charges, or other fees imposed by the destination country.

Unless specifically stated otherwise, such charges are the responsibility of the customer and are not generally refundable by ZEN_FIGUREHAVEN.

11. Return Authorization

Please do not send a product back without first contacting ZEN_FIGUREHAVEN and receiving return instructions.

Unauthorized returns may experience delays in processing or may not be accepted.

12. How to Request a Return

To request a return, please contact our customer support team with the following information:

• Your order number.
• Name used for the order.
• Email address associated with the order.
• Reason for the return.
• Photographs or videos when the product is damaged or defective.

Our team will review your request and provide further instructions where the return qualifies.

13. Exchanges

Exchanges may be available for eligible damaged, defective, or incorrectly supplied products, subject to product availability.

If the original product is unavailable, we may provide another appropriate resolution depending on the circumstances.

14. Changes to This Policy

ZEN_FIGUREHAVEN may update this Refund & Return Policy from time to time to reflect changes in our business practices, products, services, or applicable requirements.

The updated policy will be published on this page together with a revised “Last Updated” date.

15. Contact Us

If you have questions about a return, refund, damaged product, replacement, or any other order-related issue, please contact ZEN_FIGUREHAVEN using the official contact information provided on our website.