RETURN/EXCHANGE AND REFUND POLICY

Since all products produced by Top1bobbleheads are customized, we cannot provide unconditional returns. Your artwork is carefully designed and is completely personal to you. The following reasons are covered by our 30 day LIMITED COVERAGE Return/Exchange and Refund Policy. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non refundable. A 50% customization fee based on the unit price of each of the returned product shall be deducted when processing the refund.

Return & Exchange Conditions

1.Items returned without authorization will not be accepted.

2.Items must be returned within 30 days after you receive them.

3.All items 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.

4.When returning or exchanging items, customers must use a shipping method providing tracking information.

5.To exchange the product, the buyer needs to contact customer service in advance. After the customer service agrees to exchange the product, the buyer will send back the product. After the merchant receives the product and confirms that it is correct, the merchant will arrange an exchange for the buyer.

 

LIMITED COVERAGE RETURN/EXCHANGE AND REFUND POLICY

The following reasons are covered by our 30 day LIMITED COVERAGE Return/Exchange and Refund Policy. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non refundable. A 50% customization fee based on the unit price of each of the returned product shall be deducted when processing the refund.

  1. The product customization information does not match or there's an error in customization.
  2. We sent the wrong order or item(s), you received any broken items, or the quality of the product you received is poor/defective.
  3. Unclear pictures rendering or lettering
  4. Wrong or mismatched size. 

 

NO RETURN & EXCHANGE

The following reasons are NOT covered by our 30 day return policy. We are not liable for these issues.

  1. Products that exceed the return processing time limit (30 days after the order is signed).
  2. The non-quality issue for personalized products.
  3. Product damaged by misuse, mishandling, or poor maintenance.
  4. Items that have been washed, worn, or soiled and damaged resulting from customer's handling.
  5. Chose the wrong size for the product.
  6. Personal Reasons due to personal taste, change of mind etc.
  7. Partial returns or exchange of products from a set item is not acceptable.
  8. Facial proof or shipping is already approved, but the product is subsequently deemed unsatisfactory upon receipt.
  9. Facial proof has been sent, customer's response is delayed beyond 24 hrs, the order will be considered as automatically approved. In such cases, we cannot accept returns or issue refunds.

 

Handling of damaged products due to shipping

Damage during transportation, our bobbleheads are well packaged and rarely damaged during transportation. However, if this unlikely event happens to you, we will provide you with a replacement doll free of charge. In order to use the shipping insurance, we kindly ask customers to open the package in front of the delivery person. If there is any damage, please submit a report to this person and please email the file number and photos of the damaged doll to cs@top1bobbleheads.com. We will send you a replacement doll within 20 working days after you provide the required information and documents.

We purchase shipping insurance for each order, in case of breakage, please report it within 24 hours of receiving the package, otherwise, the courier company can't make sure it belongs to damage in transit and we can't remake it for free.

 

Return & Exchange Service Procedure

  1. Please submit a support ticket and attach clear photos of the logistics face sheet and the items that represent a quality issue.
  2. Please contact our customer service team to request details such as return authorization and return instructions.
  3. In order to ensure that your return is successful, you must inform the customer service of your return needs before returning it. Failure to notify customer service of your return request in advance puts a risk for lost package/s and your return request will not be accepted (our mail room will not accept unannounced packages and will be returned by the courier or post office back to origin).
  4. Also, please note that the "Ship From" address is different from the address of our Returns Acceptance Center and you cannot return items by sending them to the shipping address on the package. If you sent your return to the wrong address and If you did not follow the return instructions/methods instructed through email etc.., the additional costs (including customs declaration fees such as customs duties) will be deducted from the refund.

Refund Procedure

  1. After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.
  2. We usually begin processing refunds within 1-2 business days of receiving a return, order cancellation or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of payment method, all refunds must be deposited into an account in the name of the original payment method account holder.

3.Explanation of refund time: Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.

Cancellation Policy: Cancellation or replacement of unshipped products

  1. Non-customized products can be canceled or replaced when they are not shipped, without any charge.
  2. For personalized products, if you need to cancel or replace the product or replace the personalized content, you will have to pay 50% of the product price as the customization fee.
  3. Special note: Even if you contact us immediately after placing the order to cancel/modify the order, we will charge the corresponding production fee because the customized product will be produced immediately once the order is placed in order to ensure a timely production and delivery. Thanks for you understanding.
  4. Coupon codes expires after using cannot be restored after return.

    CHANGES TO RETURN AND REFUND POLICY

    You can review the most current version of the Return And Refund Poilicy at any time at this page.

    We reserve the right, at our sole discretion, to update, change or replace any part of these Return And Refund Poilicy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Return And Refund Poilicy constitutes acceptance of those changes.