Cancellation & After-sales Policy

‼️Essential Information for Resin Statue Buyers

Please note that resin statues are fragile, hand-made items. Subtle cosmetic differences-including paintwork, texture, or fitting-are normal occurrences and do not constitute defective products.Even though all orders ship in original studio boxes with extra protective packaging added when needed, global shipping still presents a risk of minor scratches, cracks, or damage. Should any eligible transit damage occur, it will be handled under our after-sales rules listed below.Due to the nature of pre-orders, custom productions, and limited releases, our cancellation and refund terms vary from traditional goods. Please evaluate these transport risks and minor cosmetic variances carefully before completing your purchase.

1. Cancellation

🌟🌟We respect that your purchase decisions may change. To maintain full transparency for your shopping experience at Navy Toys, our complete policy is detailed below🌟🌟

🚩 Cancellation Policy: In-Stock Products

NOTE !!!For customers who pay for the product on our website prior to confirming the shipping fee: if you do not agree with the shipping cost and wish to cancel your order, we will issue a full 100% refund to your original payment method in 3-7 days process.

➞For in-stock items, full refunds are only accepted within 24 hours of purchase to ensure fast order processing. After 24 hours, items have already been prepared, sourced from distributors/studios, or handed over to the courier, making a full refund no longer possible. If you still wish to cancel after 24 hours, a 60% refund of the total order value will be issued due to inventory management and shipping costs. This remaining balance will be credited back to your original payment method within 7–10 business days

🚩 Cancellation Policy: Pre - Order Products

➞For Pre-order items, We accept full refunds within 72 hours of placing your pre-order. You will receive a 100% refund during this window if you change your mind. After 72 hours, the deposit has already been transferred to the studio and is non-refundable. Please consider this carefully before placing your order.

🚩 Cancellation Policy: Shipped Phase

➞If the goods have already been shipped, the order cannot be cancelled; any return requests must comply with the return policies outlined below.Minor defects that do not affect the overall product are not eligible for return; please refer to the after-sales support section for further details regarding such defects.

2. After-sales Policy

             🌟   We collaborate with numerous studios—including specialists in restoring        damaged statues—and strive to provide our customers with the best possible support; to help customers easily identify the issues, we categorize the damage into two distinct types.  

 

⚡Minor shortcomings , dissatisfaction based on subjective factors.

(ineligible for return, refund, or compensation)

📍Dissatisfaction due to subjective preferences (such as color, size, or personal perception

📍Minor aesthetic defects, uneven paint, or minor scratches

📍Damage caused by the customer due to improper installation

📍Minor, simple damages that can be glued back together without significantly affecting the aesthetic value of the statue

 ➨These factors do not affect the structural integrity or display capability of the statue and are not eligible for support

⚡Severe damages and major defects (eligible for after-sales support )

📍Severe damage, shattering, affecting the display capability of the statue

📍Missing core parts, affecting the structural integrity of the statue

📍Severe manufacturing defects, deformation

 ➨Upon confirming that the item is eligible for support, we will take the following steps

 ▶️Provide replacement parts (if the studio no longer has materials in the factory, or if the product has been released for too long and replacement parts are no longer available for support, please proceed to the next step

▶️Return the damaged parts to the factory for repair. Most damages can be completely restored and repaired; however, parts made of clear resin will still show some traces/marks (The repair costs and shipping fees to send the parts back to the customer's address will be covered by us, while the shipping fee to send the items back to the factory will be paid by the customer.)

▶️Shipping Insurance Claim
Navy Toys provides shipping insurance for eligible orders. If you have purchased package insurance based on a percentage rate, please contact us for verification, inspection, and compensation. However, all procedures must be followed and comply with our regulations, including taking an unboxing video on store ....

▶️Final Solution: Return and Refund ,If none of the above solutions are feasible, customers can contact Navy Toys via WhatsApp or email for consultation and support in this case (excluding intentional vandalism, subjective perception, or malicious claims).

❗❗Shipping and Return Regulations

▶️ All return claims for severe damages eligible for support must be reported within 72 hours from the confirmed delivery date. Customers must provide an unboxing video, clear photos of the outer box, inner packaging, and the specific location of the damages.

▶️ Customers must strictly follow the return address provided by Navy Toys. If the return shipment cannot be delivered, is returned, lost, or damaged due to incorrect recipient information or a failure to use the exact address provided by Navy Toys, all losses and responsibilities shall be borne entirely by the customer, and the refund request will be denied.

▶️ In cases where Navy Toys ships the wrong item, the return shipping fee will be covered by Navy Toys. For all other cases, the customer is responsible for paying the return shipping fee.

▶️Customers must contact us for instructions on how to pack and return the items. If the customer fails to do so and packs the items independently, and Navy Toys' inspection confirms that the package was packed improperly, causing further damage or defects, a 10% to 15% deduction may be applied to the return value depending on the extent of the damage.

▶️ It is mandatory that the merchandise remains in its original packaging as provided by Navy Toys, including all original boxes, shipping foam/inserts, and internal components.

3.Card chargeback disputes and PayPal claims

⚠️Important Notice & Dispute Policy
• We strongly recommend that you contact us before taking any of the actions mentioned above. Opening a dispute or filing a claim without contacting us will not only delay the resolution process but may also result in the following restrictions:
• Permanent ban from Navy Toys store.
• Complete forfeiture of all after-sales support.
• Potential blacklisting by several partner distributors, retailers, and studios associated with Navy Toys.
• Escalation of the entire matter to a third party for final judgment.

➨As Navy Toys is an established and experienced enterprise in the statue industry, we are committed to handling every case fairly and humanely. Therefore, please kindly contact us to resolve any issues before initiating any dispute actions. 🙏 Thank you very much.