Refund policy

We take great care in preparing and packaging every order, and we want you to be satisfied with your purchase. This policy explains how we handle order cancellations, returns, damaged or defective products, exchanges, and refunds.

Due to the limited-edition and collectible nature of our products, we generally do not accept voluntary returns or exchanges resulting from a change of mind, an accidental purchase, or an incorrect product selection.

Nothing in this policy excludes, restricts, or otherwise affects any statutory consumer rights or remedies that cannot lawfully be waived or limited under applicable law.

1. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at sanktoys@gmail.com.

We will make reasonable efforts to accommodate your cancellation request. However, cancellation cannot be guaranteed once an order has entered processing, production, packing, or dispatch.

Preorder, made-to-order, customized, and personalized products generally cannot be cancelled once production or order processing has begun, except where cancellation is required by applicable law.

2. Returns for Non-Quality-Related Reasons

Except where otherwise required by applicable law, we do not voluntarily offer returns, exchanges, or refunds for:

  • A change of mind;
  • An accidental purchase or incorrect product selection;
  • Dissatisfaction with a product characteristic that was clearly disclosed before purchase;
  • Minor variations inherent in handmade, hand-painted, or individually finished products; or
  • Damage caused after delivery by misuse, improper handling, improper storage, unauthorized modification, attempted repair, or normal wear and tear.

Where applicable consumer protection laws provide consumers with a statutory right to cancel or return an online purchase, we will honor that right.

3. Return Conditions

Unless a product is defective, damaged in transit, incorrect, or applicable law provides otherwise, returned products must:

  • Be unused and remain in substantially the same condition in which they were received;
  • Include all accessories, certificates, instructions, inserts, and promotional items;
  • Be returned in their original product packaging; and
  • Be securely packed using appropriate protective shipping materials.

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and condition.

Opening a product’s packaging does not automatically remove any statutory right of return. However, collectible packaging forms part of the product’s value. Where permitted by law, we may reduce a refund to reflect any loss in value resulting from handling beyond what is reasonably necessary to inspect the product, including damage to the product packaging.

4. Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order promptly upon delivery.

If your item arrives damaged, defective, incomplete, incorrect, or materially different from its description, please contact us at sanktoys@gmail.com within 14 calendar days of delivery.

Reporting the issue within this period allows us to review your claim promptly and, where applicable, submit a claim to the shipping carrier. This notification period does not exclude or limit any non-waivable rights available under applicable consumer protection laws.

Please provide the following information:

  • Your order number;
  • A clear description of the issue;
  • Clear photographs of the product;
  • Clear photographs of the original product packaging and shipping carton;
  • Clear photographs of the shipping label; and
  • An unboxing video, if available.

Please retain the product, all original packaging, and the shipping carton until your claim has been resolved. Disposing of these materials may prevent us or the shipping carrier from properly investigating the claim.

Each claim will be reviewed individually based on the nature and severity of the damage or defect and the supporting evidence provided.

If your claim is approved and you agree to keep the item, we will provide a partial refund based on the outcome of our review. The partial refund will not exceed 50% of the product price.

The amount of the partial refund will be determined based on factors including:

  • The nature and severity of the damage;
  • Whether the damage is clearly visible when the product is displayed;
  • Whether the damage affects the product’s functionality or structural integrity;
  • The effect of the damage on the product’s collectible value; and
  • The photographs, videos, and other supporting evidence provided.

The partial refund percentage will be calculated based solely on the product price. Shipping charges, customs duties, import taxes, other taxes, and third-party charges are excluded from the calculation.

Except where otherwise required by applicable law, our standard resolution under this policy for damaged, defective, incomplete, or incorrect items is for the customer to keep the item and receive a partial refund of up to 50% of the product price. We do not provide compensation exceeding 50% of the product price under this policy.

5. Handmade and Collectible Products

Some SANKTOYS products are handmade, hand-painted, or individually finished. As a result, minor variations may occur between individual pieces, including differences in:

  • Color or shading;
  • Paint application;
  • Texture;
  • Surface finish;
  • Pattern placement;
  • Assembly details; or
  • Dimensions.

These natural variations reflect the individual character of handmade collectible products and are not necessarily considered defects when they are consistent with the product description, product photographs, and the reasonable characteristics of handmade goods.

This provision does not affect a customer’s rights where a product is materially defective, damaged, incorrect, or not as described.

6. Damage Not Covered by This Policy

Except where otherwise required by applicable law, we are not responsible for damage or deterioration caused by:

  • Misuse, mishandling, or accidental damage after delivery;
  • Improper display, storage, cleaning, or maintenance;
  • Exposure to excessive heat, moisture, sunlight, chemicals, or other unsuitable environmental conditions;
  • Unauthorized modification, disassembly, or repair;
  • Failure to follow product instructions or safety warnings;
  • Normal wear and tear; or
  • Damage caused by a third party after the product has been delivered.

Manufacturing characteristics or minor handmade variations that are clearly disclosed in the product description are not generally considered defects.

7. Non-Returnable Items

To the extent permitted by applicable law, we may be unable to accept returns of:

  • Personalized, customized, or made-to-order products;
  • Products damaged through misuse or improper handling;
  • Products that have been modified, repaired, or otherwise altered without authorization;
  • Products returned with missing components, accessories, certificates, or promotional items;
  • Products returned without their original packaging where the absence of that packaging materially reduces their value; or
  • Sealed goods that are unsuitable for return for genuine health or hygiene reasons once unsealed, where the applicable statutory exemption applies.

Where applicable law provides consumers with a mandatory right of return, a product will not be treated as non-returnable solely because it is limited-edition or collectible.

8. Refunds

Once a returned product has been received and inspected, we will notify you whether your refund request has been approved, whether a deduction will apply, or whether the request has been declined.

Approved refunds will be issued to the original payment method. The time required for a refund to appear in your account may vary depending on your payment provider, card issuer, or financial institution.

For voluntary returns or returns resulting from a change of mind, original shipping charges are generally non-refundable.

Where a consumer is legally entitled to cancel an order, we will refund standard outbound delivery charges to the extent required by applicable law. Additional costs arising from express, expedited, or premium delivery services may not be refundable.

Customs duties, import taxes, brokerage fees, and other third-party charges will be refunded by us only where required by applicable law. Otherwise, such charges must be handled separately by the relevant customs authority, shipping carrier, or service provider.

Any approved partial refund will be calculated based on the product price and will not generally include shipping charges, taxes, customs duties, or third-party fees.

9. Refused and Undeliverable Shipments

If an order is returned to us because the customer refused delivery, provided an incorrect or incomplete address, failed to collect the shipment, or failed to complete the required customs procedures, we may deduct the original shipping charges, return shipping costs, customs charges, and other reasonable expenses from any refund, to the extent permitted by applicable law.

This provision does not apply where delivery was refused because the parcel or product was visibly damaged, incorrect, or otherwise failed to conform to the order.

10. Contact Us

For questions or requests concerning order cancellations, damaged products, defective products, replacement shipments, or refunds, please contact us at:

Email: sanktoys@gmail.com

Please provide your order number and sufficient photographs, videos, and other relevant information to allow us to review your request.

We appreciate your understanding and your support of SANKTOYS.