Return Policy

Returns & Refunds

We want you to feel good about shopping with Convixxion. If something is not right, we will always do our best to help.

Return Window

Eligible items may be returned within 14 days of delivery.

To qualify for a return, items must be:

  • unused

  • unopened

  • in the same condition they were received

  • returned with all original packaging

Non-Returnable Items

The following items are final sale and cannot be returned:

  • custom items

  • personalized items

  • clearance items

  • sale-priced items

  • pre-orders, except where noted below

How to Start a Return

Before sending anything back, please contact us with your order number and the reason for the return. You can either email, call or initiate a return from within your account dashboard. We will review the request and provide return instructions if the item qualifies.

Returning Items Safely

Please return items in a separate protective outer shipping box.

Do not place shipping labels, tape, or stickers directly on a product’s collector box, branded packaging, or manufacturer packaging. For many collectibles, the packaging is considered part of the item’s value and condition.

If a returned item arrives with packaging that is heavily damaged, marked, taped, crushed, labeled, opened, or otherwise no longer in resalable condition, we may reduce the refund to reflect the loss in value or deny the return if the item cannot be resold.

Condition of Returned Items

We understand that sometimes a return is straightforward and sometimes it is not. Our goal is to handle each one fairly.

Returns that arrive opened, used, incomplete, missing original packaging, or damaged due to customer handling or inadequate return packaging may be:

  • subject to a partial refund or restocking fee of up to 50% of the item price, depending on condition and loss in value

  • refused if the item is returned in a condition that makes it non-resalable

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error or verified damage in transit.

Once your return has shipped, please send us the tracking number so we can keep an eye on it and process things as quickly as possible once it arrives.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 14 days of delivery and include clear photos of:

  • the item

  • the product packaging

  • the shipping box

  • any visible damage

If the issue is confirmed to be our error or damaged in transit, we will provide a prepaid return label and, once the item has been returned and inspected, we will either:

  • send a replacement, if available, or

  • issue a full refund

Pre-Orders

Pre-orders reserve inventory in advance and are handled differently than in-stock items.

If you cancel before we have submitted the order to our distributor or before the item has shipped from the warehouse, you will receive a full refund.

Once the order has been placed with our distributor, the pre-order is considered final sale.

If a manufacturer cancels a release or significantly delays it, you may choose either:

  • a full refund

  • or to keep your order open for the revised release date

Refunds

Approved refunds apply to the item cost only. Original shipping charges are non-refundable unless the return is due to our error.

Refunds are issued to the original payment method after the returned item has been received and inspected.

Lost or Stolen Packages

Once tracking shows a package as delivered, responsibility for the shipment transfers to the customer.

If the carrier provides delivery confirmation, including photo confirmation when available, we are unable to replace or refund orders reported as lost or stolen after delivery.

If you believe your package was misdelivered or stolen, please contact the carrier directly to open a claim. We are happy to provide shipment details or documentation if needed.

Reshipments Due to Incorrect Address

Please make sure your shipping address is entered correctly at checkout. If an order is returned to us because the address provided was incorrect, incomplete, or undeliverable, the customer will be responsible for the cost of reshipping the package.

If you prefer a refund instead of reshipment, the original shipping cost will be deducted from the refund, plus any applicable restocking fees (up to 10% of the item cost).