Return Policy

1. Return Eligibility

• Timeframe:
  • Standard Items: 30 days from delivery date.
  • Pre-order/Limited Edition Items: 14 days from delivery date.
• Condition Requirements:
  • Must include original packaging, accessories (bases, certificates, bonus items).
  • Unopened blister packaging for sealed figures.
  • No visible damage, paint defects, or modifications.
  • Opened adult-rated figures (e.g., cast-off types) cannot be returned.

2. Non-Returnable Items

• Customized Items (e.g., Painted-to-order figures).
• Digital Goods (e.g., wallpaper/DLC codes).
• Clearance Items marked “Final Sale”.
• Intimate Items (e.g., cast-off/NSFW figures due to hygiene regulations).

3. Return Process
Step 1: Contact support@sarzi.com within eligibility period.

• Provide order number and 4+ photos showing:
  • Unopened factory seals.
  • 360° view of the figure.
  • Damage (if applicable).

Step 2: Wait for return authorization (RMA) email within 48 hours.

• Email includes:
  • Approved return address.
  • Customs declaration instructions (use “Plastic Model Kit” instead of “Anime Figure”).

Step 3: Ship the item with tracking/insurance.

4. Return Shipping Costs

• Defective/Damaged Items: Seller covers costs (prepaid label provided).
• Wrong Item Sent: Seller arranges free DHL pickup.
• Change of Mind: Buyer pays minimum $30 (Asia) / $70 (Global).
• Customs Rejection: Buyer responsible for prohibited items.

5. Refund Details

• Processing Time: 5 business days after receiving and inspecting the item.
• Refund Methods:
  • Credit/Debit Card: 3-10 business days.
  • PayPal: Instant refund.
  • Cryptocurrency: Store credit only.
• Partial Refunds:
  • Missing bonus items: 15-30% deduction.
  • Opened packaging: 10% repackaging fee.
  • Repairable damage: 50% refund + repair guide.

6. Exchange Policy

• Priority exchange for same SKU if in stock.
• Request must be made within 14 days of return approval.
• Restocking Fees:
  • Domestic: 5% of item value.
  • International: 10% + return shipping.

7. Special Cases

• Counterfeit Claims: Full refund if third-party authentication confirms forgery.
• Lost in Return Transit: Buyer must file a claim with the shipping carrier.
• Holiday Extension: Orders placed between Nov 20-Dec 31 get +15 return days.

8. Contact Information

• Returns Team: returns@sarzi.com (include RMA# in subject line).
• Phone: +86 17871160273 (Mon-Fri 9:00-18:00 GMT+8).

Note: Reselling unopened figures may violate Japanese secondhand goods laws and void return rights.

Compliance Highlights

• Aligns with EU Consumer Law (14-day withdrawal period for EU customers).
• Includes California Prop 65 warnings for PVC/ABS items.
• Offers 5% store credit bonus for returns with eco-friendly packaging.