Refund policy

Important Purchase Notice 

• In-store purchases: payment is completed
• Pickup orders: the order is ready for collection
• Shipping orders: the order has been dispatched

---

Purchasing Principles & Pre-Purchase Instructions

At X-Playground, we sell collectible “Blind Box” products, which means customers cannot choose or know which exact figure they will receive until the box is opened.

• A secret figure, if included in the full set, will replace one of the regular figures.
• The number of figurines in each series may vary.
  
• We do not guarantee that a secret figure will be included.
  
• Items are packed randomly; we cannot guarantee which figure you will receive.

---

Fees & Taxes (International Orders)

• Customers are responsible for all taxes, customs duties, and VAT in their destination country.
• If a parcel is returned due to unpaid taxes or failure to collect, original shipping fees, return fees, and any additional charges will be deducted from any refund issued.

---

Cancellation & Address Change Policy

• Orders cannot be canceled once shipped.
• Address change requests are not accepted after an order has been fulfilled.
• All orders are final; no exchanges or returns are accepted after fulfillment.
• Cross-border items are not eligible for return or exchange without a valid reason.

---

After-Sales Customer Service

• If your product has major manufacturing defects, please contact us at contact@x-playground.com within 7 days of delivery. Requests made after 7 days cannot be accepted.
  
• To protect your information, please use the same email address used to place your order.
  
• To avoid disputes, we recommend recording a video of the unboxing (within 2 business days of delivery) showing:
  
  • The unopened blind box
    
  • The shipping label
    
  • The condition of the parcel

---

After-Sales Service Types

1. Manufacturing Defects

• • Minor imperfections are normal due to production limitations and partial handmade craftsmanship, including:
    • Slight scratches
    • Paint bubbles or drops
      
    • Uneven coloring
  • Major defects should be reported with:
    
    • Order number
    • Clear photos of the defect
      
    • Within 7 days of receiving the item

      2. Card & Accessories Mismatch

• • If the card inside the blind box does not match the figurine received:
    
    • We will refund the unmatched item
      
    • The mismatched item must be returned

      3. Duplicate Figures in a Whole Box

• • If a sealed whole box contains a duplicate figure:
    
    • We will refund the duplicate item
    • The duplicate must be returned
      

      4. Returns

• • We will generate a shipping label for the customer to process the return.
    
  • Once we receive the item back, we will issue the refund to the original payment method.
  • Note: If a parcel is returned due to refusal to pay taxes, all applicable fees will be deducted before issuing a refund.
    

---

FAQ

Q: Can I cancel my order after placing it?
A: Orders can only be canceled before shipment. Once shipped, your order cannot be canceled.

Q: What if the item I received is damaged?
A: Please contact contact@x-playground.com with your order number and photos or an unboxing video within 7 days of delivery.

---

Legal Compliance

All policies are in accordance with Australian Consumer Law (ACL). Customers are entitled to remedies only for faulty, damaged, or misdescribed items.