Shipping, Refund, and Handling Policy

Final Sale Policy (In-Store & Convention Purchases)

All purchases made in store or at conventions are final sale.
No refunds will be issued.
Exchanges may be considered at our sole discretion only if:
The product is defective at the time of purchase, or
The product is unopened, unused, and factory sealed, and exchanged for an item of equal value.

No fees for online return.

If a return or exchange is approved, a 3% processing fee will be deducted to cover non-refundable card processing fees charged by Square.

Online Orders
Online purchases may be eligible for return within 7 days of delivery only in cases of verified damage caused during transit.
Due to the nature of our products and because we are a small business:
We do not accept returns for buyer’s remorse, incorrect orders, or normal wear.
Items must be unused, unopened, and in original packaging.
Proof of damage (including photos and packaging) may be required prior to approval.
All return requests must be approved before any items are sent back. Unauthorized returns will not be accepted.

We have a 7-day return policy on online purchase, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at pomtinashop@gmail.com. Please note that returns can be accepted at our store or sent to a certain address we will provide once you contact us.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pomtinashop@gmail.com.

Shipping Responsibility:

Once an order has been handed off to the selected shipping carrier and a tracking number has been provided, ownership and responsibility for the shipment transfers to the customer.
We are not responsible for:
*Shipping delays
*Lost, stolen, or misdelivered packages
*Damage caused by the carrier after shipment
*Any such issues must be resolved directly with the shipping carrier using the provided tracking information.

Damages and issues:

We also provide inspection before shipment of high-end items. We prefer to inspect the item before shipment because we understand items are damaged from shipment from the factory. In order to prevent this, we kindly ask our customer if they would like us to inspect the figure before shipment. We will provide picture proof of unboxing of figure and the condition it is in before shipping the figure. Buyer’s opting out of inspection will accept the condition of the figure and acknowledge any damage done to the figure will be done with the shipping and handling of the carrier.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pomtinashop@gmail.com.