Refund policy
Last updated: 29 July 2026
SECTION 1 — ABOUT THIS POLICY
This policy explains how cancellations, returns, damaged items, faulty products and refunds are handled by Action Figure Essentials.
Our business details are:
Legal identity: Paul Swadling trading as Action Figure Essentials
Trading name: Action Figure Essentials
Business correspondence: Please contact sales@actionfigureessentials.co.uk for correspondence and return instructions.
Email: sales@actionfigureessentials.co.uk
Website: https://actionfigureessentials.co.uk
Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer legislation.
SECTION 2 — CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at sales@actionfigureessentials.co.uk.
Include your name and order number so that we can locate the order.
We will try to stop the order before dispatch, but this cannot be guaranteed once processing has begun.
If an order has already been dispatched, it will normally need to be handled as a return under the sections below.
SECTION 3 — YOUR RIGHT TO CANCEL AN ONLINE ORDER
UK consumers normally have the right to cancel most online purchases without giving a reason.
You must tell us that you wish to cancel within 14 days beginning the day after you, or a person nominated by you, receives the goods.
If one order is delivered in separate parcels on different days, the cancellation period normally begins the day after the final parcel is received.
You can notify us by emailing sales@actionfigureessentials.co.uk or by using the model cancellation form at the end of this policy. You do not have to use the model form, but your cancellation must be communicated clearly.
After notifying us, you must return the goods within a further 14 days.
SECTION 4 — CONDITION OF CHANGE-OF-MIND RETURNS
You may inspect a product to the same reasonable extent that you would normally be permitted to inspect it in a physical shop.
You are responsible for taking reasonable care of the product while it is in your possession.
Where possible, a change-of-mind return should include:
• The product itself.
• All accessories, parts and inserts.
• Instructions and documentation.
• The original manufacturer packaging.
• Any certificates, cards or included promotional items.
• Any protective packaging supplied with the product.
Please package the return carefully to prevent damage in transit.
If handling beyond what is reasonably necessary has reduced the value of the product, we may make an appropriate deduction from the refund where permitted by law.
SECTION 5 — SEALED COLLECTIBLES AND REDUCED VALUE
Factory seals, manufacturer packaging and completeness can form a significant part of a collectible product’s value.
Opening a sealed collectible does not automatically remove your statutory rights. However, if a product is opened or handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this materially reduces its resale value, we may make an appropriate deduction from a change-of-mind refund where legally permitted.
Examples of handling that may reduce value include:
• Breaking or removing a manufacturer’s factory seal unnecessarily.
• Removing protective films, ties or internal packaging beyond what is required for reasonable inspection.
• Assembling, posing or displaying a product.
• Removing accessories from sealed bags or fitted packaging.
• Using, wearing, modifying or customising a product.
• Damaging, marking or discarding the manufacturer packaging.
• Returning a product with missing accessories, documentation, packaging or other contents.
Any deduction will be based on the actual reduction in value and assessed individually.
This section applies to change-of-mind returns. It does not remove your rights where goods are faulty, damaged, unsafe, incorrectly supplied or materially different from their description.
SECTION 6 — DISPLAY STANDS, CASES, STORAGE PRODUCTS AND ACCESSORIES
Display stands, cases, storage bags, risers, clothing, bodies, head sculpts, loose parts and other accessories should be returned complete and, where reasonably possible, in their original condition and packaging.
For change-of-mind returns, handling that may reduce value includes:
• Assembling or installing the product.
• Fitting it to a figure beyond what is reasonably necessary to check compatibility.
• Applying stickers, adhesives or protective films.
• Altering, cutting, bending or modifying the product.
• Wearing or fitting clothing for extended use.
• Marking or scratching the product.
• Returning it with missing components or packaging.
A stated scale does not guarantee compatibility across every manufacturer or product line. Customers should review the product measurements and compatibility information before ordering.
If you are uncertain about compatibility, please contact us before purchasing and provide the exact figure or product you intend to use.
Nothing in this section affects your rights if a product is faulty, incorrectly described or unsuitable for a specific purpose that we expressly confirmed before purchase.
SECTION 7 — SALE, DISCOUNTED AND SPECIAL-OFFER PRODUCTS
Products purchased in a sale, promotion, clearance event or special offer are covered by the same statutory cancellation and consumer rights as other eligible online purchases.
A reduced price does not remove your right to cancel an eligible online order or your rights if a product is faulty, damaged, unsafe, incorrectly supplied or materially different from its description.
Where a product was reduced because of a clearly disclosed fault, defect or packaging issue, you will not normally be entitled to claim that the specifically disclosed issue constitutes a new fault. Your other statutory rights remain unaffected.
If a promotion required multiple products to be purchased together, returning only part of the qualifying purchase may mean that the promotional discount is recalculated. Any refund will reflect the price that would have applied to the retained products without the returned item, where legally permitted.
SECTION 8 — LIMITED, EXCLUSIVE AND COLLECTOR PRODUCTS
Limited-edition, exclusive, numbered, chase and short-run products are not automatically excluded from statutory cancellation or return rights.
However, opening, handling or damaging the packaging of these products can substantially reduce their value. Any lawful deduction for reduced value will take this into account and will be assessed individually.
Unless expressly stated in the product description, we do not guarantee that packaging will meet a particular collector grading standard.
Minor factory or packaging characteristics do not necessarily mean that a product is legally faulty. Each reported issue will be considered according to the product description, price, circumstances and applicable consumer law.
SECTION 9 — PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
The legal right to cancel does not apply to certain categories of product, including goods made to your specifications or clearly personalised for you.
Where a statutory exception applies, this will be made clear in the relevant product description or before purchase whenever reasonably possible.
An exception to change-of-mind cancellation does not remove your statutory rights if the product is faulty, damaged, unsafe, incorrectly supplied or not as described.
SECTION 10 — RETURN AUTHORISATION
Please contact us before sending a return so that we can provide the correct return instructions and identify the parcel when it arrives.
Contacting us first does not reduce or replace your legal cancellation rights.
When contacting us, please provide:
• Your name.
• Your order number.
• The product you wish to return.
• Whether the return is a change of mind or concerns a problem with the product.
• Photographs where the product is reported as damaged, faulty or incorrectly supplied.
Products must not be returned to any address shown on the parcel or dispatch label unless we confirm that it is the correct return address.
SECTION 11 — RETURN POSTAGE
For a change-of-mind return, you are normally responsible for the direct cost of returning the product.
You should use a suitable delivery service and package the product securely. We recommend obtaining proof of postage and using a tracked and adequately insured service, particularly for high-value collectibles.
You remain responsible for the returned product until it is delivered to us, subject to your legal rights.
If a product is confirmed as faulty, damaged on arrival, incorrectly supplied or materially different from its description, we will cover reasonable return costs or provide an appropriate return method.
Please contact us before arranging the return of a damaged, faulty or incorrect product, as we may not be able to reimburse unnecessarily expensive or unsuitable return services arranged without agreement.
SECTION 12 — FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please contact us as soon as reasonably possible if a product:
• Arrives damaged.
• Is faulty or unsafe.
• Is not the product ordered.
• Is missing a significant advertised component.
• Is materially different from its description.
Prompt notification helps us investigate the issue and raise any necessary claim with the delivery carrier or supplier. A short reporting request does not replace or restrict your statutory rights.
We may reasonably ask you to provide:
• Photographs of the product.
• Photographs of the manufacturer packaging.
• Photographs of the external delivery box, including any photographs taken before it was opened where visible damage was apparent on arrival.
• Photographs of the delivery label and packing materials.
• A description or short video showing the reported problem.
Please retain the product, packaging and delivery materials until we confirm that they are no longer needed.
Depending on the circumstances and applicable law, an appropriate remedy may include a repair, replacement, price reduction or refund.
Opening a product does not automatically remove your statutory rights where opening it was reasonably necessary to discover or assess a fault.
SECTION 13 — MINOR MANUFACTURING AND PACKAGING VARIATIONS
Action figures and collectibles are mass-produced products. Minor variations may occur in:
• Paint application.
• Colour or finish.
• Tailoring.
• Assembly alignment.
• Joint tension.
• Printed packaging.
• Internal tray positioning.
• Manufacturer-applied weathering.
Whether a variation constitutes a fault will depend on its nature, severity, the product description and what a customer could reasonably expect.
Packaging may occasionally show minor factory, shelf or transit characteristics. Unless a particular packaging condition was expressly guaranteed, minor cosmetic packaging imperfections that do not affect the product may not constitute a fault.
This section does not exclude claims concerning significant damage, missing contents, material defects or products that are not as described.
SECTION 14 — DELIVERY DAMAGE
We package orders carefully to protect them during delivery.
If the external parcel appears seriously damaged when delivered, photograph it before opening where reasonably possible.
Please retain:
• The external delivery box or mailing package.
• Internal protective packaging.
• The shipping label.
• The manufacturer packaging.
• The damaged product and all accessories.
Do not dispose of these materials until the issue has been resolved, as the delivery carrier may require evidence or inspection.
SECTION 15 — INCORRECT OR INCOMPLETE DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because the address supplied was incorrect or incomplete, delivery was refused, or the parcel was not collected, we will contact you when it is received back.
Where the issue was not caused by us, we may require payment of the reasonable cost of sending the order again.
If you choose a refund instead, reasonable delivery or return costs actually incurred may be deducted where legally permitted.
This does not apply where the delivery problem was caused by our error or that of a delivery provider acting on our behalf.
SECTION 16 — EXCHANGES
We do not guarantee direct exchanges because stock levels can change and many collectibles are limited in availability.
Where you are returning an unwanted product, the usual process is to issue an eligible refund and allow you to place a new order for the preferred product.
If a faulty or incorrect product needs replacing, any replacement will depend on availability and your applicable statutory rights.
SECTION 17 — REFUNDS FOR CHANGE-OF-MIND CANCELLATIONS
Where the statutory cancellation right applies, an eligible refund will normally include:
• The amount paid for the returned product.
• The cost of our least expensive standard delivery option.
If you selected an enhanced, expedited or more expensive delivery service, the additional amount above our standard delivery cost is not necessarily refundable.
Any lawful deduction for reduced value may be taken from the refund where the product has been handled beyond what was reasonably necessary.
We may withhold the refund until we have received the returned product or you provide evidence that it has been sent back, whichever occurs first.
The refund will be processed without undue delay and normally no later than 14 days after we receive the returned product or acceptable evidence that it has been sent.
SECTION 18 — HOW REFUNDS ARE ISSUED
Refunds will normally be issued to the original payment method unless an alternative is expressly agreed.
The time taken for the refund to appear after processing depends on the bank or payment provider and is outside our direct control.
Any gift-card or store-credit amount used for the purchase will normally be returned in the same form.
Original delivery costs may not be refundable where:
• Only part of an order is returned and the original delivery service was still fully provided.
• The return does not qualify for statutory cancellation.
• The customer paid extra for an enhanced delivery service beyond the cost of standard delivery.
• A deduction is otherwise permitted by law.
SECTION 19 — PROMOTIONS, DISCOUNTS AND MULTI-BUY OFFERS
If a returned product formed part of a multi-buy offer, bundle discount, percentage discount or other promotion, the order may be recalculated to reflect the products retained.
For example, if returning one product means that the remaining purchase no longer qualifies for a discount, the refund may be adjusted by the value of the discount that no longer applies, where legally permitted.
If a promotional code or store credit was used, the refund will not exceed the amount actually paid for the returned product after discounts.
SECTION 20 — SUSPECTED FRAUD OR ABUSE
We may investigate returns or claims where there is reasonable evidence of fraud, deliberate damage, product substitution, missing contents or other abuse.
We may request relevant information needed to verify a claim and may report suspected criminal activity to the payment provider, delivery carrier or appropriate authorities.
We will not refuse a legitimate claim merely because a customer has previously made a return or exercised a statutory right.
SECTION 21 — INTERNATIONAL CUSTOMERS
Customers outside the United Kingdom may have mandatory consumer rights under the laws applying where they live.
Nothing in this policy is intended to remove rights that cannot legally be excluded.
International customers should contact us before returning a product so that we can provide suitable instructions. Customs forms should accurately identify the parcel as returned goods where applicable.
We are not responsible for avoidable customs charges caused by an incorrectly completed return declaration.
SECTION 22 — CONTACTING US
To request a cancellation, return or report a problem, contact:
Action Figure Essentials
Email: sales@actionfigureessentials.co.uk
For correspondence and return instructions, please contact us by email before sending anything back.
Please include your order number whenever possible.
SECTION 23 — MODEL CANCELLATION FORM
You may use the form below to cancel an eligible online purchase, but you are not required to use it.
To: Action Figure Essentials
Email: sales@actionfigureessentials.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Products ordered:
Date ordered:
Date received:
Customer’s name:
Customer’s address:
Customer’s signature, only if this form is submitted on paper:
Date: