Simply put, you can return merchandise for a refund only if the item is in BRAND NEW, UNOPENED CONDITION, including its original packaging and accessories. We know this seems a little extreme, but without this stipulation we would not be able to offer our amazing prices. Note: We must be notified of the return within fourteen (14) days of your receipt of the product. There are NO returns or exchanges on opened models under any circumstances. Also, there are NO returns or exchanges for any reason on opened boxed trading figures. If opened and/or un-sellable merchandise is returned to us, we reserve the right to deduct up to 50% from your refund. In order to start the return process, a return authorization number (RMA#) must be issued. Please contact us in order to receive this number. Returns will not be processed without this number. The refunded amount does not include shipping charges incurred. Once we have received and processed the returned item, you will be notified via email of your refund. If the item's factory seal is broken, we cannot accept the item back. Please pack your returns carefully. If the return was due to an error on our part (for instance, we accidentally sent the wrong merchandise), we will accept responsibility for shipping costs related to the return, however, you must request a prepaid shipping label from us and use the original box you order was shipped in. If the return is not due to an error of ours (i.e.- you ordered it and then decided later on that you don't want it), the buyer accepts full responsibility for all shipping costs plus a 10% re-stocking fee that will be deducted from your refund. If the package is too large or very valuable, please feel free to contact us so that we may arrange the return. Your credit card will be refunded for the shipping. Please write the reason for your return on the packing slip. Packages returned to us marked "Refused", "Undeliverable", or otherwise, are subject to a 20% re-stocking fee (this is solely to recoup our losses from charges we incur when this happens). In addition, a returned shipping fee, of which the balance will be taken from the credit issued, will be applied to packages that are "Refused" using UPS or USPS delivery without prior consent. Hanopop is not responsible if a package is lost or misdirected due to an incorrectly inputted address. We have no control over addresses inputted during the checkout process. Please make sure you have typed in the correct address. After placing the packaging slip into a box, check to make sure the box is securely wrapped. Please view Customer Service for our shipping address. For shipping, we recommend that customers use Insured Parcel Post or Insured International Postage. *During the holiday season, please allow up to two weeks for a credit to be issued. Please don't forget to include your order number with any return!