At POP MART FANTASY SDN. BHD., we take care to ensure that our toys, building blocks, soft plush toys, toy cars, and other products are accurately described, properly packed, and delivered in good condition.
Please read this Return, Refund and Exchange Policy carefully before placing an order. By purchasing from POP MART FANTASY SDN. BHD., you acknowledge and agree to the terms stated below.
1. General Policy
All items sold by POP MART FANTASY SDN. BHD. are not exchangeable or refundable unless the request qualifies under one or more of the following circumstances:
- The Company sent the wrong item.
- The item received does not match the specifications, description, features, images, or other information advertised on our website.
- The item is spoiled, damaged, or defective upon delivery.
- The delivery exceeds the delivery timeline stated in the Company’s Shipping Policy.
Returns, refunds, and exchanges are not offered for change-of-mind purchases, incorrect selections made by the customer, or personal preferences relating to colour, size, design, or style.
This Policy does not limit any rights or remedies that customers may have under applicable Malaysian consumer protection laws. The Consumer Protection Act 1999 provides statutory protections concerning the acceptable quality and description of consumer goods. Consumer Protection Act 1999 – KPDN
2. Request Period
All return, refund, or exchange requests must be submitted to:
Email: pmfantasy@outlook.com
The request must be submitted within twenty-four (24) hours of receiving the item.
The 24-hour period begins from the date and time the parcel is recorded as delivered by the courier service or acknowledged as received by the customer or an authorised recipient.
Requests submitted after the 24-hour period may not be accepted, subject always to rights available under applicable law.
3. Required Evidence
To allow us to investigate the request fairly, customers must provide the following evidence:
- A clear and continuous unboxing video showing the parcel before it is opened.
- The shipping label and tracking details must be clearly visible in the video.
- The video must show the original packaging, parcel condition, protective materials, and item received.
- A clear video showing the first use or first attempt to operate the item, where applicable.
- Clear photographs showing the wrong, damaged, spoiled, defective, or inaccurately described item.
- The customer’s full name, order number, contact details, and delivery date.
- A clear explanation of the issue experienced.
- Any additional photographs, videos, order information, or supporting documents requested by the Company.
The unboxing video must be recorded continuously, without cuts, pauses, edits, or missing sections. The parcel should remain unopened at the beginning of the recording.
Requests submitted without the required evidence may not be accepted because the Company may be unable to verify when or how the issue occurred.
4. Wrong Item Received
If the customer receives an item different from the item stated in the order confirmation, the customer must:
- Stop using the item.
- Keep the item and its original packaging in good condition.
- Contact the Company within 24 hours.
- Provide the required unboxing video, photographs, and order details.
Once the request has been reviewed and approved, the Company may offer a replacement with the correct item or a refund, depending on product availability and the circumstances of the order.
5. Item Not as Described
A customer may submit a request if the item received materially differs from the specifications, description, features, or information displayed on the website at the time of purchase.
Minor differences caused by lighting, screen settings, photography, manufacturing batches, or reasonable colour variations will generally not be considered a material difference unless they significantly affect the product’s identity, features, or intended use.
The Company will compare the evidence provided by the customer with the product information displayed at the time the order was placed.
6. Damaged, Spoiled or Defective Items
If an item is spoiled, damaged, or defective upon delivery, the customer must notify the Company within 24 hours and provide the required evidence.
Customers should not continue using, assembling, washing, repairing, modifying, or disposing of the affected item before receiving instructions from the Company.
Damage or defects caused after delivery by improper handling, misuse, accidental damage, unsuitable storage, unauthorised repair, modification, or failure to follow product instructions may not qualify for a return, refund, or exchange.
Damage limited to the external delivery packaging may not qualify if the item itself remains complete, functional, safe, and undamaged.
7. Delivery Exceeding the Shipping Timeline
A customer may contact the Company if an order exceeds the delivery timeline stated in our Shipping Policy.
Before approving a refund or other remedy, the Company may review:
- The courier’s tracking information.
- Delivery attempts made by the courier.
- Incorrect or incomplete information provided by the customer.
- Delays caused by the customer’s unavailability.
- Events outside the Company’s reasonable control.
- Whether the parcel remains in transit, has been returned, or has been delivered.
Where a parcel is delivered after the stated timeline and a refund request is approved, the customer may be required to keep the item unused and in its original packaging while awaiting further instructions.
8. Inspection and Approval
Submitting a request does not automatically guarantee approval.
The Company will inspect the evidence and may request additional information. Customers must provide the requested information within a reasonable period.
After completing the assessment, the Company will notify the customer whether the request has been:
- Approved for an exchange.
- Approved for a replacement.
- Approved for a full or partial refund.
- Rejected with an explanation.
The remedy offered will depend on the nature of the issue, product availability, and applicable consumer rights.
9. Return Instructions
Customers must not return an item without first contacting and receiving instructions from the Company.
If a return is required, the item must be:
- Unused, except where limited first use was necessary to identify a defect.
- Complete with all parts, accessories, manuals, and complimentary items.
- Returned in its original product packaging, where reasonably possible.
- Packed securely to prevent additional damage during transit.
- Returned according to the instructions provided by the Company.
Unauthorised returns or items sent to an incorrect address may experience delays or may not be processed.
Approved returns may be directed to:
POP MART FANTASY SDN. BHD.
NO 69B, JALAN JAYA PUTRA 7/11
TAMAN JAYA PUTRA
81100 JOHOR BAHRU, JOHOR
MALAYSIA
10. Exchanges and Replacements
Approved exchanges will normally be made for the same product, model, design, or variation originally purchased.
All exchanges are subject to stock availability. If the same item is unavailable, the Company may offer:
- A suitable replacement of similar value.
- An alternative item agreed upon with the customer.
- A refund for the affected item.
Replacement items remain subject to product availability and delivery arrangements. An exchange cannot normally be made for an unrelated product based solely on personal preference.
11. Refunds
Once a refund is approved, the Company will notify the customer by email.
Approved refunds will generally be issued through the original payment method wherever reasonably possible. Depending on the payment provider, bank, card issuer, or payment gateway, additional processing time may be required before the refunded amount appears in the customer’s account.
Refunds will normally apply only to the affected item unless the issue affects the entire order. Any partial refund will be communicated to the customer before processing.
POP MART FANTASY SDN. BHD. is not responsible for processing delays caused solely by banks, card issuers, payment gateways, or other payment service providers.
12. Items That May Not Qualify
A return, refund, or exchange may not be accepted where:
- The customer changes their mind after purchasing.
- The customer ordered the wrong item, variation, colour, design, or quantity.
- The request is submitted after the required 24-hour period, subject to applicable law.
- The required unboxing video or supporting evidence is missing, incomplete, edited, or unclear.
- The item has been used beyond what was reasonably necessary to identify the reported issue.
- The item has been damaged through misuse, mishandling, improper storage, modification, or unauthorised repair.
- Parts, accessories, manuals, packaging, or complimentary items are missing.
- The defect or damage was clearly disclosed before purchase.
- The issue involves only minor packaging damage and the product itself is unaffected.
- The item is returned without prior approval or contrary to the instructions provided by the Company.
13. Incorrect Customer Information
Customers are responsible for providing complete and accurate names, contact details, delivery addresses, and order information.
The Company may not be responsible for delivery problems or additional delays caused by incorrect, incomplete, or outdated information supplied by the customer.
Customers should contact the Company as soon as possible if they notice an error in their order or delivery information.
14. Promotional, Discounted and Complimentary Items
Promotional and discounted items remain eligible for consideration where they meet the qualifying conditions stated in this Policy.
Complimentary gifts do not carry a separate cash value and are generally not refundable. If an entire approved order must be returned, any complimentary items supplied with that order must also be returned unless otherwise instructed.
15. Abuse of the Policy
The Company reserves the right to reject requests involving suspected fraud, altered evidence, repeated unreasonable claims, intentional product damage, or other abuse of this Policy.
Providing false or misleading information may result in the request being rejected and may affect the customer’s ability to place future orders.
16. Changes to This Policy
POP MART FANTASY SDN. BHD. may update this Policy when necessary to reflect changes to its operations, website, products, or applicable requirements.
The version published on the website at the time of purchase will generally apply to the relevant order, except where applicable law requires otherwise.
17. Contact Us
For return, refund, or exchange requests, please contact:
POP MART FANTASY SDN. BHD.
Email: pmfantasy@outlook.com
Address: NO 69B, JALAN JAYA PUTRA 7/11, TAMAN JAYA PUTRA, 81100 JOHOR BAHRU, JOHOR, MALAYSIA
Please include your order number, contact details, explanation of the issue, unboxing video, photographs, and all relevant supporting evidence in your email.