Return policy
We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return from the date marked as "Delivered" by the courier/tracking.
Please note before starting a return that outer case is for protecting, slight scratches and discolouration of the case is not a defect of the product.
Please check that you have received all the correct item(s) before unwrapping your item(s).
To be eligible for a return, your items must be in the same condition that you received, and in its original packaging. You will need to film a full unedited Unboxing Video* from beginning to the end, checking the item(s) condition immediately upon receipt of your order. You will also need the original receipt or proof of purchase. We do not accept returns for changing of mind. In accordance from Department of Fair Trading, you are not automatically entitled to a refund if you have simply changed your mind or you later discovered that you made the wrong choice. You are entitled to a return/refund if the item(s) you purchased is not in acceptable quality or does not match the description on our site.
*Unboxing Video is a standard requirement for all merchandise enquiries. A proper Unboxing Video records the package that you received and the contents inside from the beginning to the end UNEDITED from the moment you open the box/satchel and unwrap each item, to the point where you can point out the missing item(s) (eg. album inclusions, extra items that should have been received), incorrect item(s), damaged or defective item(s). Please be aware that we will not be able to assist you unless an Unboxing Video is received.
If you receive a damaged, defective, incorrect item(s) or missing item(s) in an unlikely situation, you need to contact us at info@popnationshop.com within 14 days of the order marked as "Delivered" by the courier/tracking. Please email us with your full name, order number, contact details, brief explanation of the issue, Unboxing Video and preferred resolution (Full/Partial Refund, Exchange or Replacement of item(s)). We will review the Unboxing Video and send a new shipment as soon as possible or issue a full refund (if the item is out-of-stock).
To start a return, you can contact us at info@popnationshop.com. If your return is accepted, our customer service team will send you instructions on how and where to send your package. Item(s) sent back to us without first requesting a return will not be accepted. You will need to pay for the return postage cost of the package. Please note that original shipping charges are non-refundable.
Await notification as to whether your return has been authorised. You will receive email notification of this with further instructions on completing your return.
If your return has been authorised, please send your parcel back to the address provided. We suggest using a traceable shipping service to return your goods. We are not responsible for any other fees, damages and lost items when sending back to us.
Exceptions/Non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items) and sale items.
We reserve the right to deny returns if the value of product(s) is deemed to be depreciated due to any trace of product usage, removal or label or tags, or disposal of product box or wrapping.
While POP NATION offers member/version preference sorting allocation, this is not guaranteed in regards to album inclusions or benefit items. Ordering with us and opting for this service and not receiving your preferred member/s or version/s is not an accepted ground for a return/exchange.
Exchanges/Replacement
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus original shipping charges. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We will do our best to fulfil your satisfaction with POP NATION goods and merchandise. Please feel free to contact us for any questions at info@popnationshop.com