Refund policy
Effective September 1, 2026
We want our policies to be clear and easy to understand. Please review the following information before placing an order with AV Figures.
This policy applies to purchases made on or after September 1, 2026, except where otherwise stated below.
1. Pre-Orders
All pre-order sales are final.
Pre-orders placed on or after September 1, 2026 cannot be canceled, modified, or refunded after purchase. This applies even if production has not yet begun, the pre-order period is still open, or the product has not yet shipped.
Please review the product details, estimated production timeline, and your order information carefully before purchasing a pre-order item.
2. Ready-to-Ship Orders
A “Ready-to-Ship” or “RTS” item is a non-pre-order item that is available for fulfillment when purchased.
Customers may request to cancel an RTS order within seven calendar days of the date the order was placed.
Cancellation requests are not guaranteed. If a cancellation is approved, the customer may choose one of the following:
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Receive a refund to a payment method. We will deduct a 15% cancellation fee, and the customer will receive the remaining 85% of the eligible refund amount; or
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Receive store credit for 100% of the eligible refund amount. No cancellation fee will be charged when store credit is selected.
The cancellation fee helps offset payment-processing fees and order-processing costs that AV Figures cannot recover when an order is canceled.
Cancellation requests submitted more than seven calendar days after the order date cannot be accepted.
3. Orders With Tracking Information
Once a tracking number has been assigned or provided, the order can no longer be canceled.
This applies even if:
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The cancellation request is made within seven calendar days of purchase;
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The shipping carrier has not yet accepted or scanned the package; or
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The tracking information does not yet show movement.
Once tracking information has been issued, the order has entered the fulfillment process and is no longer eligible for cancellation or store credit.
4. Orders Placed Before September 1, 2026
The following transition rules apply to orders placed before September 1, 2026.
Pre-Orders Placed Before September 1, 2026
Pre-orders placed before September 1, 2026 remain eligible for customer-requested cancellation under the cancellation terms that were in effect when the order was placed.
The final-sale rule in this policy applies only to pre-orders placed on or after September 1, 2026.
RTS Orders Placed Before September 1, 2026
If AV Figures approves a request to cancel an RTS order placed before September 1, 2026, the customer may choose one of the following:
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Receive a refund to a payment method. We will deduct the previous 10% cancellation fee, and the customer will receive the remaining 90% of the eligible refund amount; or
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Receive store credit for 100% of the eligible refund amount. No cancellation fee will be charged when store credit is selected.
An order cannot be canceled after tracking information has been assigned or provided, regardless of when the order was placed.
5. How to Request a Cancellation
Cancellation requests must be emailed to support@avfigures.com.
Please include your order number and the email address associated with the order so we can locate it quickly.
A cancellation request is considered submitted when it is received by AV Figures. We may be unable to approve a request if:
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The applicable cancellation period has expired;
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Tracking information has already been assigned or provided;
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The order is an ineligible pre-order;
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The order has already entered fulfillment or shipping; or
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We do not receive enough information to identify and verify the order.
6. Approved Refunds and Store Credit
Refunds to a Payment Method
For an approved cancellation, we will deduct the applicable cancellation fee before issuing the refund.
For eligible RTS orders placed on or after September 1, 2026, we will deduct a 15% cancellation fee. The customer will receive the remaining 85% of the eligible refund amount.
For eligible RTS orders placed before September 1, 2026, we will deduct the previous 10% cancellation fee. The customer will receive the remaining 90% of the eligible refund amount.
Whenever possible, refunds will be issued to the original payment method. After a refund is issued, please allow approximately five to seven business days for it to appear. Actual processing times may vary depending on your bank, card issuer, or payment provider.
In some cases, a payment provider may no longer allow a refund to be issued directly to the original transaction because too much time has passed or because of another limitation imposed by the provider. If this happens, AV Figures may work with the customer to arrange another way to send the refund.
An alternative refund may be sent as a separate PayPal transaction or through another payment method agreed upon by AV Figures and the customer. When practical, the payment details will identify the original AV Figures order or orders being refunded. Customers may be asked to confirm the information needed to receive the alternative payment.
AV Figures will never require a customer to send an additional payment in order to receive an approved refund.
Store Credit
For an eligible and approved cancellation, the customer may choose store credit instead of a refund to a payment method.
Customers who select store credit will receive 100% of the eligible refund amount as store credit. No cancellation fee will be charged.
Store credit:
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Is issued instead of a refund to a payment method;
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Cannot later be exchanged for cash or refunded to a payment method;
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May be used toward a future eligible purchase from AV Figures; and
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Does not make an otherwise ineligible order eligible for cancellation.
Once the customer accepts and AV Figures issues store credit, the cancellation is considered resolved.
Original or return shipping charges, payment-processing charges, and other nonrefundable amounts will be handled as permitted by applicable law and any terms disclosed at the time of purchase.
7. Defective or Missing Items
Defective or missing items must be reported within 14 calendar days after tracking shows the order as delivered. Please contact us as soon as you notice an issue.
Claims submitted after this period may not qualify for assistance, except where applicable law requires otherwise.
If you believe an item from your order is defective or was missing from the package you received, please email support@avfigures.com and include:
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Your order number;
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A description of the issue; and
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Clear photographs or any other reasonably requested documentation that may help us review the claim.
We will review the information provided and work with you on an appropriate resolution.
Missing Items
If AV Figures confirms that an item was missing from the package you received, we will offer one of the following:
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A replacement sent at no additional charge, subject to availability; or
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A full refund of the amount paid for the missing item.
Cancellation fees do not apply to refunds issued for confirmed missing items.
Defective Items
An item may qualify for assistance if AV Figures confirms that it has a manufacturing or production defect.
Normal variations, minor cosmetic differences, disclosed product characteristics, damage caused after delivery, and issues resulting from misuse, modification, improper handling, or ordinary wear are not considered qualifying defects.
When a qualifying defect is confirmed, we will generally offer a replacement first if one is available.
Depending on the nature and severity of the defect, we may instead offer a partial refund of up to 30% of the price paid for the affected item. If you accept a partial refund, you may keep the item.
Defective-Item Returns Within the United States
If you are located within the United States and prefer not to accept an available replacement or partial-refund offer, we may ask you to return the affected item before we issue a full refund.
For an approved defective-item return, AV Figures will provide or pay for return shipping. Please follow the return instructions we provide and return the item in the condition in which it was received, aside from the reported defect.
Once the authorized return has been received and inspected, we will issue a full refund for the affected item to the original payment method or, when necessary, through an alternative refund method as described in Section 6.
No cancellation fee will be charged on a refund issued for a confirmed defective item.
Please do not send an item back without contacting us first. Unauthorized returns, or returns that do not contain the reported defective item, may not qualify for a refund.
Customers Outside the United States
We do not generally accept defective-item returns from customers outside the United States.
When a qualifying defect is confirmed for an international order, we may offer:
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A replacement, subject to availability; or
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A partial refund of up to 30% of the price paid for the affected item.
This international return limitation does not restrict any remedy or consumer right that AV Figures is required to provide under applicable law.
8. Changes to Orders
If you need to update an order, please email support@avfigures.com as soon as possible. Be sure to include your order number and the change you would like to make.
We will make reasonable efforts to accommodate eligible changes before the order ships. Once an order has shipped, we are unable to change its items, quantities, shipping address, shipping method, or other order details.
Any changes to pre-orders remain subject to the pre-order terms in Section 1.
9. Your Legal Rights
Nothing in this policy excludes, restricts, or waives any right or remedy that cannot legally be excluded, restricted, or waived under applicable consumer-protection law.
If any part of this policy conflicts with applicable law, the applicable law will control. The remaining portions of this policy will continue to apply to the fullest extent permitted.
10. Contact Us
If you have a question, cancellation request, or defective- or missing-item claim, please contact us at:
Including your order number in your message will help us locate your order and assist you more quickly.