Refund policy

Refund & Return Policy

30-Day Voluntary Return Window

You may request a voluntary return within 30 days after delivery of an eligible item. To request a return, contact support@vilohobbyzone.com with your order number and the reason for the request before sending anything back.

Return Condition

For a voluntary return, the item must be unused, unassembled, and in substantially the same condition in which it was received, with all included parts, accessories, manuals, inserts, and packaging. Collector packaging is considered part of the product for collectible items.

We may reduce or refuse a voluntary-return refund where avoidable use, assembly, missing contents, or material damage has reduced the item's value, except where applicable law provides otherwise.

Damaged, Defective, or Incorrect Items

If an item is damaged, defective, materially not as described, or the wrong item was sent, contact us promptly after delivery. We may request photographs, video, packaging images, serial or batch information, or other reasonable evidence so we can evaluate the issue.

Where a claim is approved, the remedy may include replacement parts, replacement, return, partial refund, or full refund depending on the circumstances and applicable law.

Return Shipping

If a return is approved, we will provide return instructions. For an eligible return caused by our error or a covered product defect, we will provide or reimburse reasonable return shipping where appropriate or required by law.

For a voluntary change-of-mind return, return shipping is normally the customer's responsibility unless we state otherwise.

Non-Returnable or Restricted Items

Unless required by applicable law, the following may be excluded from voluntary returns: personalized or custom-ordered items, items sourced specifically at a customer's request after supplier commitment, items sold with a clearly disclosed final-sale condition, gift cards, and items materially altered, assembled, used, or damaged after delivery.

Rare Figure Sourcing & Proxy Service

Special sourcing requests are quoted individually. Before the customer authorizes a sourcing purchase, we will disclose the material price, sourcing scope, payment requirement, and any material cancellation or return restriction that applies once funds have been committed to a supplier or third-party seller.

Exchanges

Because collectible inventory can be limited, direct exchanges may not always be available. When appropriate, we may process a return and ask the customer to place a separate order for the replacement item.

Refunds

After an approved return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method unless another method is required or agreed. Banks and payment providers may require additional processing time after a refund is issued.

Nothing in this policy limits rights or remedies that cannot be waived under the law applicable to a particular transaction.