Refund & Return Policy

Return and Refund due to Defective or Damage

1. We offer 14 days of warranty period for all product(s) sold by ToysRemz Collectibles that take effect from the day our courier partners pickup your parcel from our warehouse. If the item(s) you received come with manufacturing defects or damage, please contact*¹ us within the warranty period with photos of the damage or defects products as evidence. 
2. ToysRemz customer support will be in touch with you upon receiving your notification of defective or damaged items within the next working day. It is your responsibility to provide us the list of damage or defects items supported with photos or video of the defect or damage product as evidence you reported to us.
3. Upon receiving your photos of defective or damage parts, we will filed a claim with our supplier and or manufacturers for a replacement. Please note that, all genuine and authentic products with warranty claims may takes up to 3 months to process before it was completed. 
4. Items with manufacturing defects or damage are claimable for a replacement within the warranty period. Nonetheless, We reserved the rights to assist our customer to filed a claim for a replacement in the event we received the complain after the warranty period as stated above. 
5. In the event, if our supplier or manufacturer unable to offer you a replacement for the defects or damage of the product you received, we will required you to return the defective or damage product back to us before we can process your refund. However, the return shipping fees are at the expense of customers. 
6. All refunds are at the descretion of ToysRemz Collectibles. 
7. Refund will be processed within 72 hours for a store credit*² ONLY of the item price*³ after receiving your return of the manufacturing defects or damaged items as reported by you.
8. All refund request initiated by customer regardless from any financial instituion that's including PayPal case raised by customer, IS A MUST to return*⁴ the defective products or items as initially reported by you to us in its original packaging and conditions.
9. A full refund will be made ONLY when a production is cancelled by the manufacturer and/or TRZCollectibles is not able to fulfill the pre-order(s) quantity due to limited supply. The full refund will be made to your account as store credit*²
10. Unfortunately, refund & return policy is not applicable to “Change of Mind” initiated by customer(s)

*Email, WhatsApp, Facebook Messenger¹
*Store credit in a forms of rewards points²
*Item price after less any miscellaneous and restocking fees³
*Return must be in its original condition with no further damages to the product(s) and original packaging. In the event if the return products comes with more damage or doesn't match the description of its original reported case, we reserved the rights to charged you a penalty of not less than 80% of the item price⁴

Pre-Order Products

1. Pre-Order deposits are STRICTLY non-refundable and non-transferable.
2. For customers who paid in full at the pre-order stage, we refunds 50% of the full amount paid after a deduction of the non-refundable deposit (NRD) of 30% and penalty*².
3. For more details, please refer to our pre-order policy here.

*Penalty of 20% for "change of mind" initiated by customer²

Return and Refund due to Custom issues

We do not entertain customer's request to return a parcel and ask for refund that was due to a high import taxes and fees in your country. However, case by case basis we offer EXCEPTIONAL as an agreement outline below:

1. We reserved the rights to charged a penalty of 30% of the selling price excluding any applicable miscellaneous or handling fees charged by financial institutions.
2. The return shipping fees are at the expense of customers excluding any applicable miscellaneous or handling fees including import taxes back to us.
3. After deducting all of the penalty charges, return shipping fees, import taxes, miscellaneous or handling fees, the remainder will be refunded to you within 72 hours as store credit ONLY.

**Important Things to Note:

1. Any return of collectibles must be returned in the same condition as how it was delivered to you.
2. All returns of collectibles must include figures, accessories and its original packaging. Any incomplete return of products may experience delay in refunds.
3. In the event, we received a returning item that is contrary to the initial reported by you with excessive damage due to improper repacking, it may incur additional fee. Those fees will be deducted from your total eligible refund and it is typically 80% of the product or item price.