Cancellation policy

Terms of Service, Cancellations & Refund Policy

1. Introduction

Throughout the site, the terms “we”, “us” and “our” refer to Planet Action Figures. Planet Action Figures offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

2. Cancellations (Before Dispatch)

If you wish to cancel an order before it has been shipped, you must contact us immediately at info@planetactionfigures.co.uk.

In-Stock Item Cancellations

  • Before Dispatch: If the item is in stock and has not yet been processed or dispatched, we will cancel the order and issue a full refund.
  • After Dispatch: If the item has already been shipped, we cannot cancel the order. You must follow the standard Returns procedure (Section 4) once the item arrives.

Preorder Cancellations & Deposits

We specialize in collectibles and limited-edition figures. When you place a preorder, we allocate that stock specifically for you with our suppliers.

  • Non-Refundable Deposit (NRD): All preorders are subject to a Non-Refundable Deposit/Administration Fee to cover supplier allocation and processing costs.
  • If you paid a Partial Deposit: If you secured your order with a partial deposit, that deposit is fully non-refundable upon cancellation.
  • If you paid in Full: If you paid the full price of the item upfront, a cancellation fee equal to 10% of the total item value will be deducted from your refund.

Release Date Changes

Release dates are estimates provided by manufacturers (e.g., Funko, Hot Toys, Hasbro). These dates are subject to change without notice. A delay in the estimated release date does not waive the cancellation fee.

Preorder Abandonment

For orders secured with a deposit: When the item arrives in stock, we will notify you to pay the remaining balance. If the balance is not paid within 14 days of the notification, we reserve the right to cancel your order and retain the non-refundable deposit.

3. Disputes & Chargebacks

We are committed to resolving all issues directly with our customers.

  • Requirement to Contact: If you have an issue with an order, you agree to contact info@planetactionfigures.co.uk prior to contacting your bank or payment provider.
  • Unjustified Disputes: Filing a dispute or chargeback (e.g., claiming "Merchandise Not Received" on a preorder that has not yet been released) without contacting us first is a violation of these terms. We will submit this policy and your order details to your bank as evidence that the charge is valid.

4. Returns Policy (After Delivery)

Our returns policy lasts 14 days. If 14 days have gone by since you received delivery of the item, unfortunately, we cannot offer you a refund or exchange.

Eligibility

To be eligible for a return:

  • Your item must be unused and in the same condition that you received it.
  • It must be in the original packaging.
  • Please do not send your purchase back to the manufacturer.

Non-Returnable Items

  • Gift cards.
  • Downloadable software products.
  • Items not in their original condition, damaged, or missing parts for reasons not due to our error.

Sale Items

Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded unless defective.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 3-5 working days.
  • Shipping Costs: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company (it may take some time before your refund is officially posted).
  3. Contact your bank (there is often some processing time before a refund is posted).

If you’ve done all of this and you still have not received your refund yet, please contact us at info@planetactionfigures.co.uk.

6. Exchanges & Defective Items

We only replace items if they are defective or damaged. It is very important to check your item the moment you receive it.

  • If you need to exchange it for the same item, send us an email at aaron@planetactionfigures.co.uk.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.

7. Gifts

  • Marked as Gift: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • Not Marked as Gift: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.

8. Return Shipping Instructions

To return your product, you should email info@planetactionfigures.co.uk for instructions.

  • You will be responsible for paying for your own shipping costs for returning your item.
  • If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.