Refund & Return
At Metaloons, we understand that collectors care about the condition of their collectibles. We therefore take reasonable care in inspecting, documenting, and packing products before dispatch.
However, collectible products may have minor variations and packaging imperfections arising from manufacturing, handling, transportation, or retail distribution. By placing an order with Metaloons, the customer acknowledges and accepts the following policy.
1. All Sales Are Final
All sales are final. We do not offer returns, exchanges, order cancellations, or refunds simply because a customer changes their mind, no longer wants the product, finds the item elsewhere at a lower price, or is dissatisfied with normal collectible packaging variations.
Exceptions may be considered only for a genuine damage, defect, or incorrect item that qualifies under our Return Claim Policy below.
2. Product Condition Documentation Before Dispatch
Where applicable, Metaloons may record and/or share product photographs or videos before dispatch showing the current condition of the product and its packaging.
These may include:
- The product from multiple angles.
- Card and blister condition.
- Packaging condition.
- Any visible imperfections or previously identified condition issues.
- The packing process and final package condition before dispatch.
Such photographs and videos are intended to document the condition of the specific item being shipped at the time of dispatch.
Customers acknowledge that the condition shown in the pre-dispatch photographs/videos represents the condition of the product before it leaves Metaloons.
Where a pre-dispatch product video or photograph has been shared with the customer, the customer is deemed to have had the opportunity to review the displayed condition before accepting the order.
3. Refund Process - 72-Hour Reporting Period
Any damage, defect, or incorrect item must be reported to Metaloons within 72 hours of delivery.
The customer must provide:
- A continuous and uninterrupted unboxing video beginning before the package is opened and continuing until the product has been completely removed and inspected.
- Clear footage of the outer shipping package before opening.
- Clear footage of the shipping label.
- Clear footage showing the reported damage, defect, or issue.
The unboxing video must clearly establish the condition of the package and product from the time the shipment is opened.
Metaloons may compare the condition shown in the customer’s unboxing video with the pre-dispatch photographs/videos and packing records maintained by Metaloons.
Claims submitted without the required evidence may be rejected.
Photos or videos recorded only after the package has already been opened may not be considered sufficient evidence where the condition of the item upon delivery cannot be established.
4. Collector-Grade Product & Packaging Condition
Metaloons sells collectible products intended for collectors. However, collector-grade condition does not mean that every item or its packaging will be completely free from minor imperfections.
The following may occur as part of normal manufacturing, retail handling, transportation, or distribution and generally do not qualify for a return, replacement, or refund:
- Minor card bends, waves, curves, or slight warping.
- Minor card corner or edge wear.
- Small creases or surface imperfections that do not materially affect the collectible.
- Minor blister scratches, scuffs, marks, or molding variations.
- Slightly lifted, uneven, or imperfectly sealed blisters.
- Minor glue marks or variations in adhesive application.
- Small printing imperfections or colour variations.
- Minor dents or imperfections in the card or packaging.
- Factory-applied stickers, labels, price stickers, or sticker residue.
- Minor shelf wear or handling marks.
- Slight differences in alignment, printing, paint application, or assembly.
- Other minor manufacturing or packaging variations commonly found in mass-produced collectibles.
Packaging is part of the collectible presentation but is not guaranteed to be flawless unless a product is specifically described and sold as mint/collector-grade condition.
5. Blister & Card Condition
For carded diecast products, the card and blister are considered components of the collectible presentation and may contain minor imperfections resulting from manufacturing, retail handling, or transportation.
A damaged blister or card will be considered a return issue only where the damage is material and clearly supported by the required unboxing evidence.
Minor blister scratches, small dents, light scuffing, slight separation, minor card bending, edge wear, corner wear, or similar imperfections do not automatically qualify for a refund or replacement.
If a particular listing specifically states a condition such as “Mint Card”, “Mint Blister”, or “Collector Grade”, the condition stated in that individual listing will take precedence for that product.
6. Incorrect, Damaged or Defective Items
If Metaloons determines that an item was incorrectly supplied, materially damaged before delivery, or has a genuine defect covered by return support, Metaloons may, at its discretion, provide:
A. Partial Refund
A partial refund may be offered depending on the nature, severity, visibility, and impact of the reported issue.
The refund amount will be determined by Metaloons based on the circumstances and evidence available and will be final and non-negotiable.
B. Replacement
Where a replacement is approved and replacement stock is available:
- The customer shall bear the cost of shipping the affected item back to Metaloons.
- The customer shall also bear the shipping cost for the replacement item.
- Replacement availability is not guaranteed and is subject to stock availability.
- Where replacement stock is unavailable, Metaloons reserves the right to offer a partial refund instead.
7. Issues Not Covered by Return & Replacement Support
- Damage caused after delivery.
- Damage caused by improper handling, misuse, modification, opening, assembly, or storage by the customer.
- Minor card bends, edge wear, corner wear, or other normal card imperfections.
- Minor blister scratches, scuffs, dents, molding variations, or adhesive imperfections.
- Minor packaging dents, creases, shelf wear, sticker marks, or similar imperfections.
- Manufacturing tolerances or variations commonly found in mass-produced collectibles.
- Factory paint, printing, alignment, assembly, or casting variations that are within normal manufacturing tolerances.
- Issues that were clearly disclosed in the product listing, photographs, or pre-dispatch product video.
- Discounted, clearance, or specifically marked-as-imperfect items where the relevant condition was disclosed before purchase.
- Issues reported after the 72-hour claim period.
- Claims submitted without the required continuous unboxing video and supporting evidence.
8. Discounted & Clearance Products
Discounted, clearance, open-box, damaged-packaging, or otherwise specifically marked products may have condition-related imperfections.
Where such imperfections are clearly disclosed in the product listing, photographs, or product video, they shall not constitute grounds for a return claim.
9. No Change-of-Mind Returns
Returns are not accepted because of:
- Change of mind.
- Finding the product cheaper elsewhere.
- Deciding that the product is not suitable for the customer’s collection.
- Expecting a different packaging condition where no specific condition was guaranteed.
- Disliking normal manufacturing or packaging variations.
- Ordering the wrong product, variant, colour, case, series, or quantity.
Customers are responsible for reviewing the product description, photographs, videos, price, and available product information before placing an order.
10. Fraudulent, Abusive or Unsupported Claims
Metaloons reserves the right to reject any claim that appears to be fraudulent, misleading, abusive, excessive, tampered with, or unsupported by sufficient evidence.
Metaloons may also limit, suspend, or refuse service to customers who repeatedly submit unsupported claims, attempt to misuse the return policy, manipulate evidence, or engage in conduct that Metaloons reasonably believes to be fraudulent or abusive.
11. Refund Processing
Where a refund is approved, the applicable refund amount will be processed to the original payment method, subject to the payment provider’s processing timelines.
A refund will only be initiated after Metaloons has completed its review and approved the claim.
12. How to Submit a Return Claim
To submit a Return claim, contact:
Please include:
- Order number.
- Product name.
- Description of the issue.
- Required continuous unboxing video.
- Clear photographs/videos of the reported issue.
Claims must be submitted within 72 hours of delivery.
By placing an order with Metaloons, the customer acknowledges that they have read, understood, and agreed to this Returns, Refunds & Return or Replacement Claims Policy.