Refund policy

This Returns and Refund Policy applies to purchases made from Figure Nation ABN 84 596 792 262 through our website or any authorised sales channel.

We want every customer to receive their item in the condition expected. If there is an issue with your order, please contact us as soon as possible so we can review the matter and assist you in accordance with this policy and the Australian Consumer Law.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

1. Return Enquiry Timeframe

All return, refund, exchange or item issue enquiries must be submitted within 14 days from the date your order is delivered.

Requests received after this period may not be accepted, unless you are entitled to a remedy under the Australian Consumer Law.

2. How to Request a Return

To start a return or report an issue, please contact Figure Nation at:

Email: admin@figurenationau.com

Please include the following information:

Your order number
The item name
A clear description of the issue
Photos of the item
Photos of the outer shipping carton and product packaging
Your preferred outcome, such as replacement, repair, refund or store credit

Providing clear photos at the beginning helps us assess the issue more quickly.

3. Response Time

Figure Nation aims to respond to return and refund enquiries within 3 business days.

In some cases, we may ask for further information, photos or videos before confirming the next step.

4. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, defective or incorrect, please contact us as soon as possible.

We will review the issue based on the information and photos provided. Depending on the situation, we may offer one or more of the following remedies:

Replacement parts, where available
Product replacement
Repair
Store credit
Refund

The remedy offered will depend on the nature of the issue, product availability, supplier support and your rights under the Australian Consumer Law.

5. Major Defects

A major defect may include, but is not limited to:

Broken or missing parts
Serious structural damage
Large cracks or significant damage to the product
Product misassembly
Joints or parts that make the product unusable
Major paint defects that are clearly visible under normal lighting from a reasonable viewing distance

For approved major defects within Australia, Figure Nation may provide a prepaid return label or arrange another suitable solution.

For international orders, customers may be required to arrange return shipping first. Any shipping reimbursement will be reviewed case by case and is not guaranteed unless required by law.

6. Minor Imperfections

Many collectible products are manufactured, painted and assembled by hand or produced through mass production processes. Minor variations may occur.

Minor imperfections may include:

Small paint marks, overspray or underspray
Minor surface marks or scratches
Small chips or imperfections not easily visible under normal display conditions
Seam lines or minor moulding marks
Small dents, bends or creases on the outer packaging or art box
Minor quality control marks on non essential parts

Minor cosmetic imperfections are reviewed case by case. They may not automatically qualify for a refund, exchange or free return.

Where a remedy is offered for a minor imperfection, the customer may be responsible for shipping, handling or repair related costs, unless otherwise required by law.

7. Change of Mind Returns

Figure Nation may accept change of mind returns for eligible in stock items within 14 days of delivery, subject to approval.

To be eligible, the item must be returned in the same condition it was received, including:

All figures, accessories, parts and bases
Original product packaging
Original outer shipping carton, where applicable
Manuals, cards, bonus items or included accessories
No signs of use, display, assembly, damage or modification

Change of mind returns are not guaranteed and must be approved by Figure Nation before the item is sent back.

The customer is responsible for return shipping costs for change of mind returns.

Original shipping, insurance and handling fees are not refundable once the order has been shipped.

8. Refund Options for Change of Mind Returns

For approved change of mind returns on in stock items, Figure Nation may offer one of the following options:

Store Credit

Store credit may be issued for the approved item value.

Store credit can be used toward future purchases from Figure Nation.

Unless otherwise stated, store credit does not expire.

Refund to Original Payment Method

Where a refund to the original payment method is approved, an administration fee of 5% may apply to cover payment processing and administrative costs that may not be recoverable by Figure Nation.

Refunds will be returned to the original payment method where possible.

9. Pre-Orders

Pre order deposits are not refundable and not transferable, unless otherwise required by law.

Pre order cancellations are handled under our Pre Order Policy.

Cancellation fees may apply where a pre order is cancelled after it has been placed, particularly where the item has already been secured, allocated, ordered from the supplier or prepared for fulfilment.

Please review the Pre Order Policy carefully before placing a pre order.

10. Statues and Large Collectibles

Resin, polystone and large scale statues are often heavy, fragile and supplied in factory sealed cartons.

Minor paint marks, small clean breaks, small scratches or packaging wear may occur during production, handling or transit.

Where possible, Figure Nation may assist in requesting replacement parts from the supplier or manufacturer. However, replacement parts are subject to availability and are not guaranteed.

Minor issues on statues and large collectibles may not qualify for refund, exchange or compensation, unless required under the Australian Consumer Law.

11. Electrical Products

Where Figure Nation sells electrical products, those products may be covered by a manufacturer or factory warranty.

Warranty coverage does not apply to damage caused by:

Incorrect voltage
Misuse
Modification
Unauthorised repair
Use of unsuitable chargers or power supplies
Physical damage caused after delivery
Normal wear and tear

If an electrical product appears faulty, please contact us with your order number, photos, videos and a description of the issue.

12. Items That Cannot Be Returned for Change of Mind

The following items are not eligible for change of mind returns:

Gift cards
Store credit
Digital products
Blind box items once opened
Lucky draw, lottery or Kuji style items once drawn, opened or shipped
Custom orders
Special order items
First batch, overseas batch or limited allocation items
Used, opened, assembled, modified or altered products
Items with only minor cosmetic imperfections
Large or bulky items over 10kg per item
Bulk orders of more than 5 units of the same product
Clearance or final sale items, unless faulty or otherwise required by law

13. Return Shipping

For approved major defects within Australia, Figure Nation may provide a prepaid return label.

For minor imperfections, change of mind returns, international returns or returns that are not caused by a major defect, the customer is responsible for return shipping costs.

Customers must pack returned items carefully. If a returned item is damaged because of poor or unsuitable repacking, Figure Nation may reduce the refund amount or reject the return, unless otherwise required by law.

14. Inspection of Returned Items

Once we receive the returned item, we will inspect it against the approved return reason and the photos or information originally provided.

We will then confirm the outcome by email.

If the returned item is incomplete, damaged, used, altered or not in the condition required under this policy, the refund, exchange or store credit may be reduced or declined.

15. Refund Processing Time

Approved refunds are usually processed within 5 to 7 business days after the returned item has been received and inspected.

After Figure Nation processes the refund, your bank, card issuer or payment provider may take additional time to make the funds available.

Bank processing times may vary and are outside Figure Nation’s control.

16. Storage and Uncollected Orders

If an order remains unpaid, uncollected or unable to be delivered for more than 30 days, Figure Nation may charge a storage or handling fee of up to 10% of the product value.

This fee helps cover the cost of holding, handling and managing the item.

17. Chargebacks and Payment Disputes

If there is an issue with your order, please contact Figure Nation first so we can assist you directly.

Starting a chargeback, PayPal claim or payment dispute without first contacting us may delay the resolution process.

Accounts with unresolved chargebacks or payment disputes may be restricted, suspended or closed at Figure Nation’s discretion.

18. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement, repair, refund or other remedy where a product fails to meet a consumer guarantee.

This policy does not limit your rights where a product is faulty, not as described, not fit for purpose or otherwise fails to meet the consumer guarantees under Australian law.