Return Policy

Returns & Refunds

We want you to love what you ordered. Every piece we sell — whether it’s one of our in-house products or an officially licensed collectible — is something we stand behind. If there’s ever an issue, we’ll do our best to make it right within the terms below.

Return Eligibility

You may return new, unused, and unopened items within 7 days of delivery for a refund. Custom, clearance, sale-priced, and personalized items are final sale. For pre-orders, please review the section below.

How to Start a Return

  1. Reach Out First
    Email, call or message us with your order number and reason for return. We’ll confirm if it qualifies and guide you through the next step.

  2. Pack It Well
    1. Items must be returned in the same condition they were received — unused and in their original packaging.
    2. Please ship returns in a separate outer box. If a label is attached directly to a collector’s box or packaging, it will be considered damaged and may not qualify for a full refund.
    3. Returns received damaged, not in a secondary shipping box, opened, or missing packaging will be subject to a 20% restocking fee.

  3. Ship & Notify
    Once shipped, send us the tracking number so we can process your refund as soon as the return arrives.

Damaged or Incorrect Items

  • If something arrives damaged or incorrect, contact us within 7 days of delivery with photos.
  • We’ll send a prepaid return label and either ship a replacement or issue a full refund once the original item has been returned to us.
  • After 7 days, orders are considered accepted and in good condition.

Pre-Orders

  • Pre-orders secure products in advance and are treated as final once our order is placed with the distributor.
  • If you cancel before we’ve submitted the order to our distributor or it’s shipped from the warehouse, you’ll receive a full refund.
  • If a manufacturer cancels or significantly delays a release, you can choose between a full refund or waiting for the revised release.

Refund Details

  • Refunds apply to the item cost only.
  • Shipping fees are non-refundable, and customers are responsible for return shipping unless the return is due to our error.
  • Refunds are issued to your original payment method once the return is received and inspected.

Lost or Stolen Packages

  • Once tracking shows an order as Delivered, ownership and responsibility for the package transfer to the customer.
  • If your carrier provides delivery confirmation or a photo showing successful delivery, we’re unable to replace or refund items reported as stolen.
  • If you believe your package was misdelivered or stolen, please contact the carrier directly to open a claim. We’re happy to provide any shipment details or documentation they may request.

We appreciate your trust in us and value every customer who chooses Convixxion. Our goal is to treat every order — and every person — with the same care we’d want for ourselves.