Pop Mart Return Policy

Need to send something back to Pop Mart? Understanding the Pop Mart return policy is the first step to a smooth process. Whether a figure arrived damaged or you just changed your mind, this guide explains exactly how their returns and exchanges work.

It’s normal to have questions. Their policy has specific rules for different items and situations. We’ll break it all down so you know what to expect before you buy.

The core Pop Mart return policy allows for returns and exchanges within 30 days of purchase. You must have the original proof of purchase, like an order number or receipt. All items need to be in their original, unopened condition with all packaging and tags intact.

This is the standard rule. However, there are important exceptions and details based on where you bought the item and what it is. Let’s look at the main conditions.

Key Conditions for Returns & Exchanges

Time Frame: 30 days from the purchase or delivery date.
Item Condition: Must be brand new, unopened, and unused. The original packaging cannot be damaged.
Proof of Purchase: Essential. This is your receipt, email confirmation, or online order history.
Reason Needed: You usually need to provide a reason, like a manufacturing defect or wrong item shipped.

What Can Typically Be Returned?

Unopened blind box figures with sealed packaging.
Apparel with tags still attached.
Accessories and other goods in original saleable condition.
Items that are clearly defective or damaged upon arrival.

What Usually Cannot Be Returned?

Opened blind box figures (since the “mystery” is revealed).
Items purchased on final sale or clearance.
Personalized or custom-made products.
Items damaged due to customer mishandling after delivery.

Return Methods: Online vs. In-Store

Your return path depends on where you made the purchase. The process differs for online orders and in-store buys.

For Online Purchases (Pop Mart Website/App)

Log into your account on the Pop Mart website or mobile app.
Navigate to “My Orders” and find the specific order containing the item.
Select the item and choose the reason for return or exchange.
Follow the prompts to generate a return authorization. You may need customer service approval for some reasons.
Once approved, you’ll get instructions for shipping the item back. You often have to cover return shipping costs unless the error was Pop Mart’s.
Pack the item securely in its original packaging, include any paperwork they request, and ship it.
After they receive and inspect your return, your refund or exchange will be processed.

For In-Store Purchases

Bring the item and the original receipt to any Pop Mart retail store. It’s best to go to the same store if possible.
Speak with a store associate. They will inspect the item and your receipt.
If approved, they will typically process an exchange for the same item or issue a store credit. Cash refunds for in-store purchases are less common.
Some stores might direct you to contact online customer service if they can’t handle it at the register.

Understanding Blind Box Return Rules

This is the most important part. The nature of blind box collectibles makes returns tricky. The general rule is strict: once you open the blind box packaging and see which figure you got, it cannot be returned or exchanged simply because you didn’t get the one you wanted.

That’s the risk and fun of the blind box experience. However, Pop Mart will usually accept returns for opened blind boxes in two specific cases:

Duplicate Figure in Same Order: If you bought multiple blind boxes from the same series in one order and received the exact same figure (same variant) more than once, you might qualify for an exchange. You need to contact customer service with proof, like photos of the unopened boxes showing the same order number and the duplicate figures.
Manufacturing Defect: If the figure inside is broken, has major paint flaws, or is missing parts, you can request a return or exchange. You will need to provide clear photos or video of the defect.

How Long Do Refunds Take?

After Pop Mart receives your return, inspection can take 5-10 business days. Once approved, the refund is issued. The time it takes to see the money back in your account depends on your payment method:

Credit/Debit Card: 5-10 business days after processing.
PayPal: Usually 3-5 business days.
Store Credit/Gift Card: Often issued immediately or within 24 hours.

Always keep your return tracking number until the refund is complete. This is your proof of shipment if any issues arise.

International Return Considerations

If you ordered from a Pop Mart site that ships internationally, returns become more complex. You are often responsible for:

High international return shipping costs.
Any customs duties or taxes on the returned item (these are rarely refundable).
Following the specific return instructions for that regional website.

It’s crucial to contact the customer service for the website you ordered from before attempting an international return. Sometimes they offer partial refunds without requiring the item to be shipped back due to the high cost.

Tips for a Successful Return Experience

Act Quickly: Don’t wait until day 29 to start the process.
Document Everything: Take photos or video of the item, its condition, and the packaging before you send it back. This includes any defects.
Keep Packaging: Never throw away the original box, plastic mold, or tags until you are sure you’re keeping the item.
Read the Fine Print: Always check the specific policy listed on the receipt or website where you bought the item, as terms can vary slightly by region or promotion.
Be Polite with Customer Service: Clearly explain your situation and provide all requested information promptly. This helps resolve things faster.

What About Exchanges?

Exchanges follow the same basic rules as returns. You can usually request an exchange for a different item if your return is approved. If the item you want is out of stock, you will typically be offered a refund or store credit instead. For blind boxes, an exchange for a different specific figure is very unlikely unless it’s for a defect or proven duplicate.

Pop Mart’s Warranty on Defects

Beyond the 30-day return window, Pop Mart figures may have an implied warranty against manufacturing defects. If a figure breaks or reveals a major flaw months later, it’s worth contacting customer service with photos. They may offer a replacement if they have stock, though this is not guaranteed and is handled case-by-case.

FAQs About Pop Mart Returns

Can I return an opened Pop Mart blind box?

Generally, no. Opened blind boxes are only considered for return if there is a manufacturing defect or if you received a verifiable duplicate in the same order. You cannot return it just because you didn’t get the hidden character you hoped for.

How do I contact Pop Mart customer service for a return?

The best way is through the “Contact Us” page on the Pop Mart website for your region. You can often submit a request through your account order page. For in-store issues, visiting the physical store with your receipt is fastest.

Does Pop Mart offer free return shipping?

Usually not. The customer is typically responsible for return shipping costs unless the return is due to an error on Pop Mart’s part, like shipping the wrong item or a defective product. Always check the policy details for your specific order.

What if I lost my Pop Mart receipt?

Without proof of purchase, a return is very difficult. For online orders, you can use your order confirmation email or account history. For in-store purchases, if you used a credit card, the store might be able to look up the transaction. It’s not always possible though, so keep your receipts safe.

Can I return a Pop Mart item to a different store than where I bought it?

Often yes, you can return an in-store purchase to any Pop Mart retail location. However, it’s always best to call the store first to confirm they accept returns from other stores. They will still need the original receipt.

What is Pop Mart’s policy on returning sale items?

Items marked as final sale, clearance, or with a discounted sale tag are usually non-returnable and non-exchangeable. This is a common practice. Always check the signage or product description before buying sale items.

How long does a Pop Mart exchange take?

An exchange takes about the same time as a refund. After they receive your return, it needs inspection. Then the new item is shipped out. The whole process can take 2-3 weeks from the day you mail your return until you receive the replacement.

Common Issues and How to Solve Them

Sometimes problems come up. Here’s how to handle frequent snags.

My return was denied. What can I do?

First, ask customer service for a clear explanation. If you believe the denial was a mistake (e.g., you provided proof of a defect), politely reply with your evidence again. If you purchased with a credit card, you could consider a chargeback as a last resort, but this should only be done if you have a very strong case and all communication with Pop Mart has failed.

The return shipping cost is very high. Any alternatives?

Contact customer service before shipping. Explain the situation. In some cases, especially for lower-value items or if they made an error, they might offer a partial refund or store credit without requiring you to ship the item back. It never hurts to ask.

My refund hasn’t appeared after 10 business days.

First, double-check your bank or PayPal account. Then, contact Pop Mart customer service with your return tracking number and order details. They can confirm if the refund was issued and provide a transaction date. Sometimes banks just take a few extra days to post it.

Final Thoughts on Navigating Returns

Knowing the Pop Mart return policy inside and out saves you time and frustration. The key takeaways are to keep items unopened if you’re unsure, save all packaging and receipts, and act within the 30-day window. For blind boxes, manage your expectations—the mystery is part of the game.

By following the steps outlined here, you can handle any return or exchange with confidence. Always refer to the official Pop Mart website for the most current policy information, as terms can occasionally be updated.