Refund policy

Refund & Return Policy

1. Refund & Return Window

General Policy (International)

You may request a refund or return within 30 days of receiving your item, subject to the conditions below.

EU Customers

Under EU consumer protection law, customers located in the European Union have the right to withdraw from online purchases within 14 calendar days of delivery without giving a reason.

This statutory withdrawal right takes precedence over any conflicting store policy.

2. Definition of “Receiving”

Delivery or "receiving" is considered complete when:

  • The parcel is marked as delivered by the carrier or postal service; or
  • The buyer, or another person at the delivery address, accepts the parcel.

If a parcel is held at a post office, parcel locker, pickup point, or similar facility and is not collected within the carrier's collection period, it will still be considered delivered once a delivery attempt has been made.

3. Eligibility for Refunds & Cancellations

In-Stock Orders (Before Shipment)

Orders that have not yet been fulfilled may be canceled for a full refund.

For eligible orders, customers may be able to request cancellation directly through their customer account without contacting customer support.

Once an order has been fulfilled or shipped, it can no longer be canceled and will be subject to the applicable return policy.

Pre-Orders (Full Payment)

Pre-orders paid in full may be canceled for a full refund before shipment.

Once shipped, refunds or returns are only available if the item is:

  • Defective
  • Damaged during transit
  • Incorrectly shipped

Pre-Orders with Deposit (BJD Dolls, Large Figures, Customized Collectibles)

Certain products require a deposit to reserve inventory or production capacity.

Examples include:

  • BJD dolls
  • Large-scale figures
  • Customized collectibles
  • Made-to-order products

Deposits are refundable within 30 days of purchase if cancellation occurs before the preorder deadline or production confirmation.

After production confirmation, deposits become non-refundable.

These products may be excluded from self-service cancellation functions.

Any special cancellation conditions will be clearly stated on the product page.

After Shipment

After an item has been shipped, refunds and returns are only available in accordance with:

  • This policy
  • Applicable consumer protection laws

4. Refund Process & Timeline

Please contact us first to initiate a refund or return request.

Once approved:

  • Refunds will be issued to the original payment method whenever possible.
  • Processing times vary by payment provider.

Please allow 5–10 business days for your bank, credit card provider, PayPal, or payment service to complete the refund.

5. Return Process

Please contact us before returning any item.

Returns sent without prior authorization may not be accepted or processed.

EU Returns (14-Day Withdrawal Right)

EU customers exercising their statutory withdrawal rights must return products to our EU return address in Finland.

Returned goods must:

  • Be in their original condition
  • Include all accessories, packaging, and promotional items where applicable
  • Show no excessive signs of use beyond what is necessary to inspect the product

Refunds will be processed within 14 days after returned goods have been received and inspected.

Non-EU Returns

For customers outside the European Union, approved returns are generally sent to our China warehouse.

Because international returns can be expensive and impractical, we may alternatively offer:

  • Partial refunds
  • Full refunds without return
  • Replacement shipments

at our discretion on a case-by-case basis.

6. Return Shipping Costs

Seller Covers Return Costs

We will cover reasonable return shipping costs when:

  • The wrong item was sent
  • The item arrived damaged
  • The item is defective
  • The return is required due to our error

Customer Covers Return Costs

The customer is responsible for return shipping costs when:

  • Changing their mind
  • Ordering the wrong item
  • Refusing delivery
  • Providing an incorrect address
  • Failing to collect the parcel
  • Any other reason not caused by seller error

7. Restocking Fee

For returns that are not caused by seller error, a restocking fee may apply where permitted by applicable law and disclosed at checkout.

For EU customers, any applicable restocking fees will be handled in accordance with local consumer protection requirements.

8. Shipping Policy for Returned Parcels

Parcel Held by Carrier

If a parcel is held by a carrier due to:

  • Incorrect address
  • Missed delivery
  • Failure to collect

the customer should contact the carrier as soon as possible to arrange redelivery.

Returned to Sender

If a parcel is returned after the carrier's holding period expires, it cannot automatically be redelivered.

We may offer reshipment from our warehouse.

Additional shipping fees may apply.

Responsibility for Redelivery Costs

Seller Covers

  • Carrier errors
  • Shipping service failures
  • Natural disasters
  • Customs issues caused by our documentation
  • Other circumstances under our responsibility

Customer Covers

  • Incorrect or incomplete address
  • Refused delivery
  • Failure to collect parcel
  • Unpaid customs duties or taxes
  • Closed business address
  • Failure to arrange redelivery

9. Pre-Orders & Manufacturing Delays

Pre-order schedules are estimates only.

Manufacturing, licensing, shipping, customs, or supplier-related delays may affect release dates.

If significant delays occur, we will notify customers through email or store announcements whenever possible.

10. Special Product Conditions

The following categories may be subject to additional return or cancellation restrictions:

  • BJD dolls
  • Customized products
  • Made-to-order products
  • Reservation-based collectibles

Any additional restrictions will be stated on the relevant product page.

11. Priority of Rights

For customers located in the European Union, statutory consumer rights, including the 14-day withdrawal right, take precedence over any conflicting provisions in this policy.

For customers outside the European Union, this policy applies unless otherwise required by local law.

Contact

Email: support@funimecity.com

Response Time: Usually within 1–3 business days.