What Pop Mart's Policy Actually Covers
Pop Mart's quality guarantee covers manufacturing defects: visible paint errors that are production mistakes, figures with structural defects (broken or malformed parts from the factory), missing accessories that should be included based on the series specifications, and significant color or design deviation from published product images.
The key phrase is 'manufacturing defect' — this means the problem existed when the figure left the factory. Post-purchase damage from dropping, cleaning, customization, or improper storage is not covered. Natural aging and patina of the vinyl over time is not covered.
What's Not Covered
Blind box contents: receiving a figure you didn't want (or receiving a duplicate) is explicitly not a defect. The blind box mechanism is disclosed before purchase, and figure dissatisfaction is not grounds for a claim. This is worth knowing before purchasing blind boxes as gifts for people who might expect a specific figure.
Minor aesthetic variations: paint on art toys is applied with human involvement, and small variations between individual figures exist as a feature of handcraft production rather than a defect. Very minor brushwork inconsistencies that are still within normal quality range are typically not covered.
Damage in transit for secondary market purchases: if you bought from a third-party reseller and the figure arrived damaged, the claim is with the seller, not Pop Mart. Pop Mart's guarantee applies to direct purchases.
How to File a Defect Claim
Document immediately: photograph the defect clearly on the day you receive the figure. Include both wide shots showing the full figure and close-ups of the specific defect. Keep all original packaging.
Contact Pop Mart customer service within 7 days of receipt — this window is tight and strictly observed. Provide your order number, photos of the defect, and a description of the issue. Pop Mart's typical resolution is either replacement of the defective figure (subject to inventory availability) or a refund.
For Voxelyo purchases: our customer service team handles defect claims directly and works with Pop Mart's supply chain to resolve them. Contact us within 7 days of receipt with the same documentation — photos and order number — and we process the claim on your behalf.