Return & Refund

At Aoovo, we take authenticity seriously. Every item we sell is 100% authentic and verifiable. Because many of our products are blind boxes, random assortments, and collectible items, all sales are final unless your request qualifies under the after-sales conditions below.

All Sales Are Final (Except Eligible After-Sales Cases)

We do not accept returns, exchanges, or refunds unless your order meets the eligibility requirements in this policy and is approved by Aoovo.

What Qualifies for After-Sales Support

After-sales support may be available only if the item is authentic and verifiable (including a first verification scan record, where applicable) and one of the following applies:

Wrong item received (we sent something different from what you ordered).
Missing parts/accessories (as applicable).
Item arrived with significant damage that was not caused by use or misuse, and the issue is clearly documented per the requirements below.

Important notes

Minor box wear (creases, dents, corner compression) can happen in transit and is considered normal. Box condition is not covered.
Minor manufacturer variations (small paint/print variations, factory tolerances) are not considered damage.

Unboxing Video Required (No Exceptions)

To request any after-sales support (and for carrier claims if applicable), you must provide a single, continuous, unedited unboxing video that clearly shows:

The shipping label/tracking number visible on the package
The package before opening
The full unboxing process from outer packaging to the item and inner packaging

If we can’t verify what happened during delivery, we may be unable to assist.

Blind Boxes & Random Items

Blind box contents are 100% random and cannot be selected in advance.

Duplicates from single blind box / non-whole-set purchases are normal and not eligible for after-sales support.
If you want to avoid duplicates, we recommend purchasing the whole set (when available).

Confirmed Design (Original Box Packaging)

For Confirmed Design items, the outer box may be pre-opened only to verify the design using the tag card, as noted on the product page. The factory-sealed plastic bag remains unopened, and the figure stays intact inside.

Outer box pre-opening for verification is normal and is not a valid reason for a return, exchange, or refund.

If you have packaging preferences, leave a note under Cart → Order Notes or email contact@aoovo.com. We’ll do our best, but we can’t guarantee special requests.

How to Request After-Sales Support

Please email contact@aoovo.com to submit your request within 30 days from the delivery date and include:

Your order number
A clear description of the issue
Clear photos
The required unboxing video (unedited)

Requests submitted after this timeframe may not be eligible.

We’ll review and reply with next steps.

Refunds

Approved refunds are issued to the original payment method. Shipping fees are non-refundable unless required by law or the issue is confirmed to be our error.

Delivered but Not Received

If tracking shows your order as delivered but you can’t locate it, please check your mailbox/parcel area, household members, neighbors, or building reception first. If you still need help, contact contact@aoovo.com and we’ll assist with next steps (such as contacting the carrier), but outcomes may vary by carrier investigation results.

Address Accuracy

Please make sure your shipping address is complete and accurate at checkout. Issues caused by incorrect or incomplete addresses may affect delivery and after-sales eligibility.

Unauthorized Returns & Refused/Abandoned Packages

Please do not send returns without approval from Aoovo. We reserve the right to refuse any unauthorized return, and we are not responsible for it.
If you choose your own return shipping method and the return is refused, redirected, discarded, or abandoned (including due to an incorrect address or failed delivery attempts), we are not responsible for the item and no refund will be issued.

Abuse, Fraud, or Chargebacks

We reserve the right to deny requests or take appropriate action in cases of suspected abuse, fraud, or unauthorized chargebacks, including where supporting evidence (such as the required unboxing video) is missing or inconsistent.

Events Outside Our Control

Delays or issues caused by events outside our reasonable control (for example, carrier disruptions, customs processing, weather, peak seasons, or other force majeure events) are not grounds for returns or refunds.