Return & Refund Policy

Return & Refund Policy

1. Order Cancellation

We accept order cancellations under the following conditions:

Unpaid Orders

If your order (for figure toys or collector items) has not been paid, you may cancel it directly or contact us for assistance.

Paid Orders

Paid orders can be canceled within 48 hours of placement for a full refund. Once an order has been processed or shipped (especially for delicate figure toys requiring special packaging), it can no longer be canceled.
To cancel a paid order, please contact us as soon as possible at: service@sweephgp.com

2. Return & Exchange Policy

We offer a 30-day return and exchange policy from the date you receive your figure toy(s).

Return Eligibility

To qualify for a return:
  • The figure toy must be unused, undamaged, and in its original condition (no scratches, paint chips, or missing parts)
  • It must be returned in the original packaging (including any protective materials, boxes, or manuals)
  • The return request must be submitted within 60 days of delivery
  • Proof of purchase (order number or receipt) is required
  • Items returned without prior approval will not be accepted

3. How to Request a Return or Exchange

Please email service@sweephgp.com with the following information:
  • Order number
  • Figure toy(s) to be returned
  • Reason for return (e.g., defective, damaged, wrong item, change of mind)
  • Clear photos or videos (if the figure is damaged, defective, or has missing parts)
Once approved, we will provide the return address. Please send the figure toy within 7 days after approval and share the tracking number with us for monitoring.

4. Return Shipping Costs

Customer Responsibility

If the return is due to personal reasons (such as change of mind, no longer wanting the figure, or incorrect personal selection), the customer is responsible for return shipping costs.
Estimated return shipping cost: €3-€10 per item, depending on the figure’s size, weight, and shipping location.

Merchant Responsibility

If the figure toy is defective, damaged during shipping, or incorrect (not the item you ordered), we will cover all return shipping costs and provide a free replacement (of the same figure) or a full refund.

5. Refund Process

Once we receive and inspect the returned figure toy (to confirm it meets return eligibility):
  • Refunds will be issued to the original payment method within 5 business days
  • A confirmation email will be sent after the refund is processed
  • Actual arrival time of the refund may vary depending on your bank or payment provider

Refund Deductions

Partial refunds may apply if:
  • The figure toy is returned damaged due to misuse, improper handling, or neglect
  • Original packaging, protective materials, or accessories (e.g., stands, manuals) are missing

6. Late or Missing Refunds

If you have not received your refund:
  1. Check your payment account again (allow extra time for bank processing)
  2. Contact your bank or card provider to inquire about processing times
  3. If still unresolved, email: service@sweephgp.com

7. Contact Us

For all return, refund, or order inquiries related to figure toys:
  • Phone:+(852) 2604 1738
  • Email: service@sweephgp.com
  • Return address: Units A-D, 4/F, Fung Shan Industrial Building, 15-17 Shan Mei Street, Fo Tan, Sha Tin, New Territories