Important Notice on Resin Statues:
Resin statues are inherently fragile collectible items. All products are shipped in the studio’s original factory packaging and receive additional protective reinforcement by the VS FIG warehouse before dispatch. Despite reasonable precautions taken by both the studio and VS FIG, international transportation may still result in issues such as small-part breakage, minor cracks, surface scratches, or slight paint imperfections.

Please note that most VS FIG products are sold as limited editions or through made-to-order or pre-order arrangements. Production is typically scheduled against confirmed orders, or items are released in limited quantities. Once an order enters confirmation, production, or shipment-preparation stages, it may no longer be suitable for resale or redistribution.

Accordingly, these products are subject to cancellation, refund, and return conditions that differ from those for standard mass-produced goods. Collecting resin statues is a specialized hobby, and we cannot guarantee that every statue will be completely free of minor imperfections. If you cannot accept any imperfection, transport risk, or uncontrollable damage, please consider your purchase carefully before placing an order.

1. About Cancellations

We understand that customers may change their minds while shopping online. To provide clear expectations, the following policy explains our order-cancellation, return, and refund procedures.

1.1 Cancellation Policy – Early Bird / Pre-Order Phase:

  • Cancellation period: Early Bird and pre-order products may be cancelled without condition within 72 hours of order placement.
  • After the cancellation deadline: After 72 hours, orders are usually in the studio’s scheduling, allocation, or preparation stage. Cancellation at that point depends on the order status. If an order is canceled, the deposit is non-refundable because it will have been submitted to the studio; only 60% of the total amount paid for the product will be refunded (excluding any applicable non-refundable third-party processing fees).

1.2 Cancellation Policy – Pre-Order Closed / Released Phase:

  • Cancellation period: A VS FIG assistant will confirm your order by sending “Order Confirmation Information” via WhatsApp or email within 48 hours. In general, an order cannot be canceled after confirmation. If you need to cancel a confirmed order, only 60% of the full payment will be refunded and returned through the original payment method within 7–10 business days.
  • How to cancel: Please contact our assistant via WhatsApp or email.
  • Customers may also request a refund within 72 hours of receiving the product. After the returned product reaches our warehouse, we will issue the applicable refund according to its condition. Return-shipping costs are borne by the buyer. We do not accept refund requests for statues damaged by human error. If a delivered item is damaged in transit, we will assist with available repair services.

1.3 Cancellation Policy – Shipped Phase:

  • Once an order has been shipped, it cannot be canceled. Any return must follow the return and refund terms outlined below.

1.4 Cancellation Policy – Private Order Transfer:

  • For collectors who cannot keep an order for personal reasons, an order transfer may reduce losses compared with direct cancellation. VS FIG therefore permits eligible orders to be transferred upon request.

    Order transfers are private transactions conducted solely between collectors. Except for updating order ownership and contact information, VS FIG does not participate in negotiations, payment arrangements, or transaction processing, and is not liable for risks or disputes arising from private transfers.

2. About Returns

VS FIG carefully selects and packages ordered items to support safe delivery to the designated shipping address. Nevertheless, items may be damaged in transit or may contain a manufacturing defect that affects their intended use. If this occurs, please contact your assigned professional assistant by WhatsApp or email as soon as possible.

For clarity and fairness, we classify after-sales matters as either 【Minor Imperfections or Subjective Factors】 or 【Major Damage or Significant Defects】.

2.1 Minor Imperfections or Subjective Factors

(Not Eligible for Return or Refund)

The following situations are considered minor imperfections or subjective factors and do not qualify for returns, refunds, or exchanges:

  • Minor cosmetic imperfections, slight paint inconsistencies, or small surface scratches
  • Manufacturing tolerances that fall within the original studio’s quality standards
  • Subjective dissatisfaction (including but not limited to personal color preference, perceived size, scale, or proportions)
  • Damage caused by improper handling, incorrect assembly, modification, misuse, or improper storage by the customer

These conditions do not affect the structural integrity or intended display functionality of the statue.

2.2 Major Damage or Significant Defects

(Eligible for After-Sales Solutions)

The following situations are classified as major damage or significant defects, for which VS FIG will provide appropriate after-sales solutions:

  • Severe damage affecting the main structure or overall integrity of the statue
  • Major breakage, missing core components, or deformation rendering the statue un-displayable
  • Serious manufacturing defects that are clearly inconsistent with the original product description or official promotional images

Resolution Options for Confirmed Major Damage or Defects

Once major damage or a significant defect is confirmed, VS FIG may take one or more of the following actions based on the specific case:

  • Replacement Parts Assistance
    VS FIG will assist in contacting the original studio to request replacement parts, subject to availability.
    • For limited edition collectibles, replacement parts are extremely limited.
    • Leveraging our long-term cooperation with studios, VS FIG will make best efforts to secure parts and cover the shipping cost from the studio to our warehouse.
    • The collector is responsible for international shipping costs for replacement parts.
  • Local Repair Solutions
    VS FIG may provide feasible local repair options.
    • We currently maintain repair cooperation partners in the United States, Australia, Japan, France, the United Kingdom, Spain, Russia, Thailand, and the Middle East.
  • Insurance Claim or Compensation
    • VS FIG provides complimentary shipping insurance for every order.
    • Compensation will be handled in accordance with the carrier’s insurance claim standards and payout rules.
  • Return & Refund (Last Resort)
    • If none of the above solutions are feasible (excluding subjective judgment or malicious claims), the customer may consult with their assigned service assistant regarding a return and refund.

3. Return Shipping & Responsibility

Important Notice

All requests for returns, exchanges, or compensation must be submitted within 72 hours after the package shows as delivered.
Requests submitted after this timeframe will be deemed a voluntary waiver of after-sales rights.

Upon receiving a valid request, VS FIG will immediately assign a dedicated 1-on-1 service assistant to handle the case.

For shipping damage or manufacturing defect claims, customers are required to provide clear photos or videos of:

  • The outer shipping carton
  • Internal packaging
  • The damaged or defective areas

These materials are necessary for verification and liability assessment.

Return Shipping Responsibility

  • Unless the case is confirmed as wrong item shipped, return shipping costs are generally borne by the customer.
  • Customers must strictly follow the return address and recipient details provided by VS FIG, including recipient name, address, and contact information.

⚠️ Critical Notice
If a return shipment cannot be delivered, is returned, lost, or destroyed due to incorrect or unverified recipient information provided by the customer, all resulting losses and responsibilities shall be borne by the customer, and the refund request may be denied.

Return Packaging Requirements

  • All returned items must include all products, accessories, parts, and original packaging, securely packed to prevent secondary damage.
  • After VS FIG receives and inspects the returned item, refunds will be processed based on the actual condition of the product.
  • If severe damage is caused by improper return, an additional handling fee may apply, typically 15% of the product value.
  • Customers may contact us in advance for guidance on proper packaging if needed.

4. Compliance & Abuse Prevention

In cases involving subjective dissatisfaction, improper use, incorrect installation, intentional damage, or malicious or fraudulent claims, VS FIG reserves the right to reject return, refund, or compensation requests.

5. Chargeback Disputes and PayPal Claims

If you encounter any issues with your order, we strongly recommend contacting your assigned VS FIG professional assistant via WhatsApp or email before initiating a chargeback or submitting a PayPal dispute.

Please note that opening a chargeback or PayPal claim without prior communication will:

  • Significantly delay the resolution process
  • Restrict or eliminate our ability to provide flexible after-sales solutions such as parts replacement, repair assistance, insurance compensation, or negotiated refunds
  • Transfer the case entirely to third-party platforms, where outcomes are determined solely based on platform rules rather than product specifics

⚠️ Important Notice
Any customer account with an active chargeback or PayPal claim initiated without prior contact may be subject to permanent account suspension, including loss of after-sales privileges and future purchase access.

VS FIG is committed to resolving issues fairly, professionally, and efficiently through direct communication. Our one-on-one assistant system is designed to provide faster and more effective solutions than third-party dispute channels.