Refund Policy
Last updated: 01/16/2025
We’ve created this refund policy based on fairness, simplicity, and customer-first values. Our goal is to make shopping easy and affordable for global customers, offering a wide range of quality products.
Refund Request
If you wish to request a refund for your order, please contact us via email:
Email: exfigure@gmail.com
Refund Period
Refunds are typically accepted within 7 days of receipt.
Refund Arrival Time
Refunds are processed quickly and typically arrive within 7 days. The exact timing depends on your bank.
Order Cancellation
We support refunds unconditionally before shipment, but a 6% handling fee (charged by the payment channel) will be deducted. This fee is non-refundable, even if the order is canceled. You will receive 94% of your order amount.
For example, if you purchase an order of $100 and cancel before shipment, you will receive a refund of $94. Once shipped, refunds will require compliance with the terms outlined below.
Refund for Lost Package
If tracking shows delivery but you haven’t received the package, you can contact the carrier with your tracking number to locate the package. If tracking shows the package is lost, we will either send a replacement or offer a full refund.
Refund for Damage During Transit
- If the outer box is severely damaged upon arrival, request a CN24 damage report from the post office. We’ll provide a full refund based on the report.
- If the box is intact but the item is damaged, please contact us within 7 days of receipt with an unboxing video. We’ll arrange a replacement or compensation.
- If the item shows manufacturing defects (not caused by shipping), we can help you contact the manufacturer for assistance. However, international return shipping costs will be your responsibility. If the manufacturer no longer produces the item, we cannot assist with after-sales support.
Refunds for Other Cases (Rare)
This covers situations that are not related to damage, loss, or cancellations. Since we cover the shipping fees, we generally do not accept returns or refunds without reason. For other refund requests, the following conditions must be met:
- Refund must be approved by us.
- All items must be complete, undamaged, and in resalable condition.
- New items must be factory-sealed and unopened.
- All items must be returned in their original packaging and securely packed for shipping.
- Customers are responsible for ensuring the safe return of items.
- Customers must cover return shipping costs. We will deduct the round-trip shipping fees from the 94% refund (amount after the payment channel fee).
Manufacturing Flaws
If you receive a brand-new item with any damage not caused during shipping, it’s considered a manufacturing defect.
Exfigure is not responsible for manufacturing defects but can assist in contacting the manufacturer for a replacement.
If your item has a manufacturing defect, please contact us within 3 days of receipt at exfigure@gmail.com, providing a detailed description and pictures of the issue.
Most manufacturers will require the damaged item to be returned. All international return shipping costs are the customer’s responsibility.
If the manufacturer is no longer producing the item, we are unable to assist with after-sales support.
FAQ
Q: Can I refuse delivery if I no longer want the item?
A: Contact us before refusing the package. If you refuse it without prior communication, you’ll be responsible for the shipping fees both ways. We generally don’t issue refunds for packages refused without our approval.
Q: How do I return an item if I meet the return conditions?
A: Once your return meets our conditions, we will provide the return address based on your location. If the return qualifies for our shipping cost coverage, you should first pay for the return shipping and provide the invoice and tracking number. After we receive and verify the package, we will refund the return shipping costs to you.
Q: What should I do if my credit card was fraudulently charged, and I didn’t make the purchase?
A: Credit card fraud is a serious federal crime. If we find that a stolen credit card was used for a purchase, we will immediately report the issue to the authorities.