Returns & Refunds

Return Eligibility

Eligible products may be returned when they are unused, unopened, and in their original condition with all original packaging, accessories, inserts, and included parts.

Please contact MokiToys before sending any item back. Returns sent without prior approval may experience delays in processing.

Collectibles and Opened Products

Many products sold by MokiToys are collectible figures, articulated figures, display items, and limited-production products. Opening packaging, removing protective materials, assembling accessories, or using the product may affect its collectible value.

Products that have been opened, used, modified, damaged after delivery, or returned with missing accessories or packaging may not qualify for a standard return unless the product arrived defective or incorrect.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from the product ordered, please contact us as soon as possible after delivery.

To help us review the issue, we may request clear photos or video showing the shipping package, product packaging, product, damage, defect, accessories, and shipping label.

Depending on the circumstances and product availability, we may offer a replacement, replacement part, return, refund, or another appropriate solution.

Packaging Condition

Minor dents, scratches, creases, or wear to outer retail packaging may occur during international transportation. Packaging condition alone may not qualify as a product defect unless the product itself is damaged or the listing specifically states that collector-grade packaging is guaranteed.

Custom and Personalized Products

Custom-made, personalized, commissioned, modified, or made-to-order products are produced specifically for the customer and generally cannot be returned for a change of mind after production has started.

If a custom product arrives damaged, defective, or materially different from the confirmed customization details, please contact us so we can review the issue.

Pre-Orders

Pre-order products may have estimated release or shipping dates that can change due to production schedules, manufacturers, distributors, carriers, or other circumstances.

Cancellation eligibility for a pre-order may depend on whether the order has entered procurement, production, allocation, or fulfillment.

Order Cancellations

If you would like to cancel an order, contact us as soon as possible. We will attempt to cancel the order before fulfillment begins.

Once an order has been packed, transferred to a carrier, or otherwise entered fulfillment, cancellation may no longer be possible.

Return Shipping

Return shipping responsibility depends on the reason for the return. If the return is caused by an incorrect, damaged, or defective item attributable to MokiToys, we will review the available resolution with the customer.

For eligible change-of-mind returns, return shipping and related costs may be the customer's responsibility unless otherwise agreed in writing.

Refund Processing

Approved refunds are issued after the return or claim has been reviewed and, when applicable, the returned item has been received and inspected.

Refunds are generally issued to the original payment method. After a refund is processed by MokiToys, additional processing time may be required by PayPal, your financial institution, or your payment provider before the funds appear in your account.

Items That May Not Be Eligible for Return

Subject to applicable law, the following products may have limited or no standard return eligibility:

• Custom or personalized products
• Products modified at the customer's request
• Opened collectibles showing signs of use
• Products missing accessories, parts, or original packaging
• Items damaged after delivery
• Products specifically identified as final sale

How to Request Support

Contact our support team before returning an item:

support@mokitoys.com

Please include your order number, a description of the issue, and supporting photos or video when relevant.

Consumer Rights

Nothing in this policy is intended to limit rights that cannot lawfully be excluded or restricted under applicable consumer protection laws.