Refund policy

Last Updated: July 18, 2026

At Questoy, operated exclusively by Zhuhai Quran E-Commerce Co., Ltd. (珠海趣然电子商贸有限公司), we want you to be thrilled with your collection. However, due to the unique, speculative nature of blind boxes and collectible art toys, our return policy is strictly enforced to maintain the financial and collectible integrity of our inventory across our global secure checkout gateway (shop.questoy.com).

By accessing our checkout portal or completing a transaction on shop.questoy.com, you are entering into a legally binding agreement with Zhuhai Quran E-Commerce Co., Ltd. (珠海趣然电子商贸有限公司) under the terms specified herein.

1. 14-Day Return Window (Global Standard) You have exactly 14 days after the official carrier timestamp marks your package as "Delivered" to request a return. After this 14-day window expires, Zhuhai Quran E-Commerce Co., Ltd. cannot offer you a refund, store credit, or exchange under any circumstances.

2. Strict "Collectible Integrity" Eligibility Criteria To qualify for a valid return and full product refund, items must be returned in the exact same condition they left our fulfillment center:

  • Sealed Blind Boxes: Must remain 100% unopened and factory-sealed, including the original outer plastic shrink-wrap, structural tape, or security stickers.

  • Confirmed Styles (Box Opened): If you purchased a confirmed character where the outer cardboard box was opened for identification, the internal silver/foil protective bag MUST remain 100% factory-sealed and unbroken. The original character identity card and undamaged outer box must be returned together.

  • Plush Pendants & Apparel: Must have all original designer tags attached, remain unworn, unused, and show zero signs of handling.

  • Strict Disqualification: Any item with a torn, slit, punctured, or altered internal foil bag is completely ineligible for return or refund.

3. DDP (Delivered Duty Paid) & RMA Return Requirements

  • Return Address & RMA (Return Merchandise Authorization): Please DO NOT send your purchase back to the manufacturer, the corporate headquarters, or the address listed on your shipping label without prior authorization. To initiate a return, you must first contact support@questoy.com to obtain an official RMA number and the correct designated regional warehouse address. Any unauthorized returns sent back without an approved RMA number will be strictly rejected at the receiving dock, and no refund will be issued.

  • Return Shipping: Customers are fully responsible for arranging and paying for secure, tracked international return shipping to our designated RMA hub.

  • DDP Cost Deduction: Because Questoy operates under DDP (Delivered Duty Paid) terms to provide a seamless checkout experience, we pre-pay all local customs duties and import taxes to your government upon export. For any "Change of Mind" or buyer-remorse returns, the non-recoverable customs duties, import taxes, and original outbound shipping fees incurred by Zhuhai Quran E-Commerce Co., Ltd. will be deducted from your final refund amount.

4. Damages, Product Defects, and "Official Flaws" Please inspect your shipment immediately upon arrival. To file a claim for transit damage or an incorrect item, you must contact support@questoy.com within 7 days of delivery.

  • Unboxing Video Requirement: To prevent fraudulent claims, Questoy legally requires a continuous, unedited, high-resolution unboxing video. The video must clearly show the shipping label (with tracking number visible), the opening of the outer mailing box, and the exact condition of the inner toy boxes.

  • Manufacturer Defects ("Official Flaws"): Minor cosmetic variances, such as slight paint asymmetry, microscopic scratches, or minor joint loose/tight tolerances, are standard manufacturer anomalies within the art toy industry. Questoy guarantees 100% product authenticity, but we do not issue refunds or exchanges for standard factory-level cosmetic variances inside sealed foil bags.

5. Non-Returnable Items We strictly do not accept returns or issue refunds for:

  • Items purchased on sale, clearance, or via promotional gift cards.

  • Mystery/Blind boxes that have had their outer factory shrink-wrap removed.

  • Any item where the internal silver foil bag has been breached.

6. European Union 14-Day Cooling-Off Period In compliance with EU consumer regulations, customers residing within the European Union retain the right to cancel or return their order within 14 days for any reason. However, the same strict "Collectible Integrity" conditions apply: all inner foil bags, cards, and factory seals must remain unbroken and unaltered to receive a product refund (outbound DDP customs clearance fees remain non-refundable).

7. Refund Processing Timeline Once your RMA package is received at our hub, our quality control team will inspect the seals under video surveillance. We will notify you via email regarding the approval or rejection of your refund within 5 business days of receipt. If approved, your refund (minus outbound DDP/shipping costs) will be automatically credited back to your original payment method within 10 business days.

8. Merchant Legal Notice & Fraud Prevention Zhuhai Quran E-Commerce Co., Ltd. deploys internal serial-number tracking and high-definition fulfillment recording for all high-value collectible orders (e.g., Secret/Chaser figures). Any attempt to engage in return fraud, product swapping (returning counterfeit or broken items), or unauthorized chargebacks will be aggressively defended. We will submit complete video fulfillment logs, tracking telemetry, and signed policy agreements directly to PayPal, Stripe, or your credit card issuing bank to dispute fraudulent claims.

9. Contact Our Concierge Team For all return inquiries, please contact our support desk:

  • Email: support@questoy.com

  • Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

  • Note: Please include your Order Number in the subject line (e.g., Return Request - #QT1001) for expedited processing.