Refund policy
Last updated: 4 October 2026
This policy applies to purchases made from orbitopia-figures.com. OrbiTopia is a trading name of ORBITOPIA FIGURES LTD (Company No. 17079949), registered in England and Wales. Registered office: 5 Brayford Square, London, E1 0SG, United Kingdom.
1. Return address
All returns are received at our Austrian returns address:
OrbiTopia Returns
Bruenner Strasse 91/8
1210 Vienna
Austria
Please email support@orbitopia-figures.com with your order number before sending a return, so we can log your case and, where we cover the postage, send you a prepaid label. Do not send returns to our London registered office - it is an administrative address only.
2. Return window
You may notify us that you wish to return an eligible product within 14 calendar days after delivery. After notifying us, please send the product back within the following 14 days.
3. Who pays return postage
- Change-of-mind returns (opened or unopened) - customer pays. For every non-defective return, including both unopened and opened items, the customer is responsible for the return postage. Please use a tracked service and keep proof of postage. We do not provide a prepaid label for change-of-mind returns.
- Damaged, faulty, misdescribed or incorrect items - we pay. If a figure arrives damaged in transit, is faulty, differs materially from its description or is not what you ordered, OrbiTopia pays the return postage in full and covers the appropriate remedy. Contact us before sending the item so we can provide a prepaid label or reimburse reasonable tracked postage.
There is no restocking fee. A reasonable deduction for loss in value may apply only where permitted by law and as explained in section 4.
4. Return condition
For a change-of-mind return, please handle the product with reasonable care and return it with its original packaging, accessories and documentation.
Figures and collectibles lose value when factory seals or retail packaging are opened. Where permitted by law, we may make a reasonable deduction for loss in value caused by handling beyond what is necessary to inspect the product. This does not affect your rights if a product is faulty, damaged, misdescribed or incorrect.
Discounted products and pre-orders are not excluded solely because they were discounted or sold as a pre-order. Custom-made or personalised products and used gift cards may be excluded where permitted by law. Mandatory consumer rights always take priority.
5. Damaged, faulty, misdescribed, incorrect or missing products
Please inspect your delivery as soon as reasonably possible. If a product arrives damaged, is faulty, differs materially from its description, or is not the product ordered, contact us promptly. Include your order number, a description of the issue and clear photographs of the shipping carton, label, retail box and visible problem where available. Photos or video help us investigate, but they do not remove any mandatory consumer right.
As the retailer, we will assess the case and provide an appropriate remedy required by applicable law. This may include a repair, replacement, price reduction or refund. We cover the return postage whenever the problem is our responsibility, including transit damage.
If tracking shows a delivery problem or the parcel appears lost, contact us so we can investigate with the carrier and provide the appropriate remedy.
6. Refund timing
We will notify you once the returned product has been received and checked at our Vienna returns address. Approved refunds are issued to the original payment method within 5-10 business days of that check, and always within any mandatory statutory deadline. Your bank or payment provider may need additional time to display the refund.
Where a statutory cancellation right applies, eligible standard outbound delivery charges are also refunded as required by law. Any extra amount paid for premium or expedited delivery may be excluded beyond the cost of standard delivery.
If only part of an order is returned, the refund is based on the price actually paid for the returned items, including any share of an automatic multi-buy saving that was allocated to them. Where the remaining items alone would no longer have qualified for free shipping or for the multi-buy saving that was applied, the free shipping or saving granted on the remaining items may be taken into account in the refund where permitted by law. This never applies when the return is due to a damaged, faulty, misdescribed or incorrect product.
7. Exchanges
Exchanges are accepted subject to stock availability. Contact us before returning the product so we can provide instructions. If a replacement is unavailable, we will provide another appropriate remedy.
8. Cancellations and pre-orders
If you wish to cancel an order before dispatch, contact us as soon as possible. If fulfilment can be stopped, we will cancel the order and refund the amount paid. Once an order has shipped, the return process above applies.
Manufacturer release dates for pre-orders can change. If a pre-order is cancelled by the manufacturer or materially delayed, we will contact you and provide the options required by applicable law.
9. Refused deliveries
Please contact us before refusing a delivery. If a parcel is refused without prior agreement, actual return or carrier charges may be deducted only where permitted by law.
10. Contact
Email: support@orbitopia-figures.com
Telephone: +44 7522 059701
Support hours: Monday to Friday, 09:00-17:00 CET/CEST
Legal entity: ORBITOPIA FIGURES LTD, company number 17079949
Registered office: 5 Brayford Square, London, E1 0SG, United Kingdom
Returns address: OrbiTopia Returns, Bruenner Strasse 91/8, 1210 Vienna, Austria
11. Statutory rights
Nothing in this policy excludes or restricts rights that cannot legally be excluded, including rights relating to faulty, damaged, misdescribed or incorrect goods.