Return Policy

At a glance

• Changed your mind: no return, unless the seller agrees to one.
• Damaged, or not as described: report it within 3 days of delivery. You get a full refund once it's returned, or a partial refund if you keep it.
• Sold as official but it isn't: full refund including return shipping, every time.
• When an item wasn't as described, the seller pays for the return shipping.

What counts as not as described

An item is not as described when:

• it's a different item from the one in the listing
• its condition is worse than the grade the seller picked (New, Like new, Very good, Good, Fair or For parts), for example cracks, print wear, discoloration or loose joints the grade doesn't allow and the listing didn't mention
• it was listed as New but has clearly been used or displayed
• pieces or accessories shown in the photos or listed in the description are missing
• it was listed as official but is a replica, a custom or a reproduction
• it was listed as sealed but arrives opened

What isn't covered

• differences that were visible in the listing photos or mentioned in the description
• an item that matches its listing but isn't what you hoped for
• damage that happened after delivery
• problems reported more than 3 days after delivery

How to ask for a return

Message the seller within 3 days of delivery, from the order's conversation. Include photos of the item, the packaging, and any damage.

Say whether you'd like a partial refund and to keep the item, or a full refund and to send it back.

Sellers must reply within 2 business days. If they don't, contact us and we'll step in.

What the seller can offer

• A partial refund, with the buyer keeping the item. The buyer has to agree to the amount.
• A full refund once the item has been returned.
• A return even though the buyer just changed their mind. This is up to the seller, and they can set the conditions, such as the buyer paying return shipping.

Sending it back

Ship the return within 5 business days of the seller agreeing to it, with tracking. Pack it at least as well as it arrived, and return it in the condition you received it.

If the item wasn't as described, the seller pays for return shipping, either by sending you a prepaid label or by refunding what you paid for postage. For a change-of-mind return, the buyer pays return shipping unless the seller agrees otherwise.

Getting your money back

The seller refunds within 2 business days of the return being delivered, according to tracking.

Refunds go back to the original payment method. Card refunds usually take 5–10 business days to show up.

Sales tax comes back with the refund. On a partial refund you get back the tax on the part that was refunded.

If the item wasn't as described, the refund includes what you paid for the original shipping. For a change-of-mind return, it doesn't.

For the seller: the amount refunded comes back out of what you were paid, and Fig Plug's 10% fee on that amount is returned to you at the same time.

If the return arrives different

If a returned item isn't the one that was sent, or comes back in worse condition, the seller must report it within 2 business days of the return being delivered, with photos. We'll review both sides.

Sending back a different item, or swapping in a damaged one, is fraud. It means no refund and the account gets removed.

Auctions and releases

Winning an auction is a commitment to buy, so there are no change-of-mind returns. Items that arrive damaged or not as described are covered exactly as for any other purchase. The same goes for items bought in a release.

Trades

If an item you got in a trade isn't as described, message the other member within 3 days of delivery. You can agree on one of two outcomes: both items go back to their owners and any cash difference is refunded, or you keep the items and part of any cash difference is refunded.

If you can't agree, contact us and we'll decide.

If you can't agree

Contact us. We'll review the listing, the messages, the photos and the tracking, then decide what happens. That decision settles the order on Fig Plug but doesn't limit any rights you have under law.

Contact

Return questions: [support email].