Return and Refund Policy

Here is your final legal document: the Refund & Return Policy, fully updated for loupoly and Toy Muster.

Refund & Return Policy

At loupoly, we want you to love your new ethereal collectibles. Operated by Toy Muster, we strive to provide detailed descriptions and high-quality images so you can make the best choice for your digital sanctuary. However, we understand that sometimes a piece might not meet your expectations.

1. Return Eligibility

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following criteria:

  • Condition: In the same condition as you received it (clean, undamaged, and complete).

  • Packaging: Must be in the original packaging, including all internal protective materials, manuals, and accessories (e.g., charging cables, stands).

  • Status: Unused and unassembled.

  • Proof: A receipt or proof of purchase is required.

Note: Please do not discard the original shipping box or product packaging until you are certain you will keep the item. We cannot accept returns without the original branded packaging.

2. How to Initiate a Return

To start a return, please contact the loupoly support team. Items sent back to us without first requesting a return will strictly not be accepted.

  1. Email us: Send your order number and the reason for the return to toymuster@gmail.com.

  2. Authorization: If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and specific instructions on how and where to send your package.

3. Damages & Manufacturing Defects

Please inspect your collectible immediately upon delivery.

  • Shipping Damage: If the box arrives visibly damaged, please take photos before opening it.

  • Functional Issues: If the item is defective (e.g., LED failure or structural flaws), damaged, or you received the wrong item, contact us immediately via email so we can make it right.

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Custom Orders: Personalized or custom-made products.

  • Final Sale: Items marked as "Clearance" or "Final Sale."

  • Used Items: Figures that show signs of wear or have been displayed in environments that cause damage are generally not eligible for return unless there is a confirmed manufacturing defect.

5. Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unopened condition and packaging.

7. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method.

  • Timing: Please allow 5–10 business days for the refund to process.

8. Return Address

Please Do Not Ship Without Authorization. You must contact support to receive the correct return instructions. Unauthorized returns sent directly to our office address below may be rejected as our returns are processed through specialized quality-control hubs.

Official Contact Information

  • Brand Name: loupoly

  • Company Name: Toy Muster

  • Email: service@loupoly.com