Cancellation, Return, and Refund Policy

Effective date: September 6, 2026

This policy applies to eligible purchases made through shop.jyfigures.com on or after the effective date above. Orders placed before that date remain subject to the policy and written terms presented when the order was placed, unless applicable law or a later written agreement provides the customer with a more favorable result.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law. If this policy conflicts with applicable law, the law prevails.

In this policy, a full refund includes all amounts paid for the affected item, the tax associated with that item, and the reasonable allocation of any outbound shipping charge paid for that item. Before carrier handoff, outbound shipping is included even if a shipping label was purchased or a shipping cost was incurred. For a partial-order refund, order-level shipping charges and discounts are allocated to the affected item on a reasonable, consistent basis.

1. Product and order classifications

The product page and order record must identify the classification that applies before purchase. Contact us before ordering if the classification is unclear.

• In-stock item: an item recorded as physically available for fulfillment when the order is placed.
• Display or collectible figure: a product clearly identified before purchase as a display or collectible item rather than an adult intimate-use product.
• Adult intimate-use product: an adult product clearly identified before purchase as intimate-use or hygiene-sensitive.
• Made-to-order or customized item: an item manufactured, configured, personalized, or modified for the customer's order.
• Display-figure pre-order: an advance order for a display or collectible figure that has not yet shipped.

Any pre-order that is made-to-order or customized, including an adult intimate-use or display-figure pre-order, follows the made-to-order and customized-item rules below. It does not follow the display-figure pre-order deposit rules and is not subject to both a pre-order deduction and a made-to-order cancellation charge.

2. When a request is received

The time a cancellation or return request is received determines whether a time threshold has been met. We use the submission time recorded by our return portal or the delivery time of the email sent to info@jyfigures.com. A delay before our team reads or answers the request does not move the request past a threshold.

Include your order number and the item involved. Do not send an item back until we provide return instructions and confirm the return address.

3. In-stock order cancellations

An in-stock order, whether it contains a display figure or an adult intimate-use product, may be cancelled for a full refund when the cancellation request is received before the item is handed to the carrier. This full-refund rule applies even if a shipping label has been purchased or an outbound shipping cost has been incurred. No cancellation, processing, payment, or restocking charge applies.

Carrier handoff occurs when the carrier accepts the outbound shipment, as shown by a reliable carrier or fulfillment record. After carrier handoff, Sections 6 through 8 apply as applicable.

4. Made-to-order and customized-item cancellations

We hold production for 24 hours after order confirmation by default. We will start earlier only when the customer explicitly requests an earlier production start in writing.

Actual production starts when manufacturing or customization work for the order begins and we record that event in the order's operational record. Order confirmation, payment, internal review, or sending the order to a queue does not by itself count as actual production starting.

• Request received within 24 hours of order confirmation, before actual production starts: full refund.
• Request received after 24 hours, while actual production has not started: we retain a cancellation charge equal to 10% of the discounted item subtotal, capped at the amount already paid for that item, and refund the amount paid for that item minus the retained charge.
• After documented actual production starts: change-of-mind cancellation is unavailable.

If the customer requested an earlier production start in writing and actual production has started, change-of-mind cancellation is unavailable even if fewer than 24 hours have passed.

The discounted item subtotal is the price of the affected item after item-level and order-level discounts are allocated to it, excluding taxes and shipping. The 10% charge will never exceed the amount already paid for that item. We do not add payment, processing, or restocking charges to this cancellation charge.

A made-to-order or customized item is not eligible for a later change-of-mind return after actual production starts, including when the item is also a display or collectible figure. This section does not apply to defects, a wrong item, shipping damage, our inability to fulfill the order, or rights under applicable law. Those situations are handled under Sections 7 and 8.

5. Display-figure pre-orders and deposits

This section applies only to a display-figure pre-order that is not made-to-order or customized.

• Request received within 24 hours of order confirmation and before carrier handoff: full refund.
• Request received after 24 hours and before carrier handoff, with a 10% non-refundable deposit clearly disclosed before purchase and actually collected with the order: we may retain only the disclosed deposit actually received, up to 10% of the discounted item subtotal, and refund the remaining amount paid.
• Request received after 24 hours and before carrier handoff, without a clearly disclosed and recorded 10% non-refundable deposit: full refund.

We do not add a cancellation, payment, processing, or restocking charge to a retained pre-order deposit, and we do not collect a new fee that was not disclosed before purchase.

If JY Figures or the manufacturer cancels the pre-order, we refund all amounts paid, including any deposit. If the written estimated delivery window shown before purchase passes, the customer may choose to continue waiting or cancel for a full refund, including any deposit. A second or more severe delay is not required.

For this section, shipment occurs at carrier handoff as defined in Section 3. After carrier handoff, an eligible display-figure pre-order that was not made-to-order or customized follows the display-figure return rule below.

6. Change-of-mind returns after carrier handoff

Display and collectible figures

You may request a return within 30 calendar days after delivery when the display or collectible figure remains unopened and unused. This change-of-mind return does not apply to a made-to-order or customized display figure after actual production starts.

No restocking charge applies. You are responsible for the authorized return-shipping cost. Any original outbound shipping charge that was collected is not refunded. If the order qualified for free shipping, we do not deduct hidden or imputed outbound shipping from the refund.

Adult intimate-use products

An adult intimate-use product that was clearly classified before purchase is not eligible for a change-of-mind return after carrier handoff. This exclusion does not apply to a defect, a wrong item, shipping damage, our inability to fulfill, or rights under applicable law.

7. Defects, wrong items, and shipping damage

Contact us if an item arrives defective, is not the item ordered, or is damaged in shipping. Include your order number, a description of the issue, and relevant photographs or video. Keep the product and packaging while we review the request, and avoid using, repairing, or modifying the item unless we provide instructions.

Reporting visible shipping damage within 48 hours is recommended because prompt photographs and packaging evidence can help with a carrier claim. The 48-hour period is an evidence recommendation; a later report is not automatically denied and does not waive applicable legal rights.

Depending on the issue and the rights that apply, we may provide suitable replacement parts or replace the item. If the issue cannot be resolved reasonably, we provide a full refund. JY Figures pays the reasonable standard shipping required for an approved remedy. No cancellation, payment, processing, or restocking charge applies.

8. Seller cancellation, inability to fulfill, and missed pre-order delivery windows

If JY Figures cannot fulfill an order or cancels it, we provide a full refund as defined above, whether or not the shipping cost has already been incurred.

For a display-figure pre-order, the full-refund rule in Section 5 applies when JY Figures or the manufacturer cancels, or when the written estimated delivery window passes and the customer chooses to cancel.

9. Refund amounts and payment timing

Refund amounts follow the full-refund definition above. Before carrier handoff, a full refund includes outbound shipping even if a shipping label was purchased or a shipping cost was incurred. After carrier handoff, the original outbound shipping charge is not refunded only for an eligible change-of-mind display-figure return. Seller-caused problems remain subject to Sections 7 and 8.

Approved refunds are issued to the original payment method. We will confirm when the refund has been submitted, but banks and payment providers control when the credit appears in the customer's account.

10. Exchanges

Contact us before returning an item for exchange. Eligibility follows the same product, condition, timing, and issue rules described in this policy. For a seller-caused problem, JY Figures pays the reasonable standard shipping required for an approved exchange. For an eligible change-of-mind display-figure exchange, the customer pays authorized return shipping.

11. How to request help

Submit a request through the store's return portal or email info@jyfigures.com. Include:

• your order number;
• the item involved;
• whether you are requesting cancellation, return, exchange, or help with a problem; and
• photographs or video when relevant to a defect, wrong item, or shipping damage.

We will provide case-specific instructions. Returns sent without authorization may be delayed or sent to the wrong facility.

12. Policy updates

We may update this policy for future orders. The version presented when an order is placed continues to apply to that order unless applicable law requires otherwise or we agree in writing to a more favorable result for the customer.

Contact

Email: info@jyfigures.com