Refund policy

Thank you for shopping with Ri-son. Please read this policy carefully before placing your order. By placing an order on our store, you acknowledge and agree to the terms outlined below.

Nature of Our Products

Our store offers collectible items, blind boxes, IP-based accessories, jewelry, pet-related products, and lifestyle goods sourced from official retail channels and authorized distributors.

Due to the nature of certain products, specific return, refund, and exchange conditions apply.

Blind Boxes & Collectible Products

Blind boxes and collectible items are sold on a randomized basis. The mystery and randomness of receiving a specific item are core parts of the product experience.

For blind boxes and collectible products:

• Contents are unknown until opened
• Once opened, unsealed, or tampered with, returns or exchanges are not accepted
• Returns or exchanges due to not receiving a preferred character, style, version, or hidden item are not accepted
• Minor manufacturer-origin characteristics are not considered defects

This policy helps protect product integrity and fairness for all customers.

Jewelry & IP-Based Accessories

All jewelry products and IP-based accessories are sourced through official retail channels and sold in original condition.

Due to hygiene reasons and product nature, jewelry items are final sale and are not eligible for return or exchange once sold, unless the item is confirmed to be incorrect, missing, or materially defective upon arrival.

Manufacturer Characteristics Disclaimer

Collectible products, including but not limited to Sonny Angel, POP MART, Hirono, Skullpanda, Labubu, Smiski, and similar IP products, may naturally include minor manufacturer-origin characteristics.

These may include:

• Minor paint imperfections
• Small scratches, marks, or surface variations
• Slight differences in stamps, printing, or production details
• Small variations in packaging, sealing, or box condition
• Minor molding or finishing differences

These characteristics are common in mass-produced collectible items and are not considered defects. They are not eligible for return, refund, or exchange unless the issue materially affects the product’s normal use or was caused by an error on our side.

Pet Apparel & Size Responsibility

For pet clothing, wearable products, and size-related items, customers are responsible for selecting the correct size before placing an order.

Please carefully review the size chart, product measurements, and product description before purchasing.

Returns or exchanges based on incorrect size selection are not accepted unless the product received is incorrect or significantly different from the product description.

Order Verification & Packing Process

We process orders under a standardized packing and verification process.

Where appropriate, we may maintain internal packing records, including packing videos, order-checking records, or product condition records before dispatch.

We take reasonable care to check and pack products before shipment. Collectible items may be packed using protective materials such as tissue paper, bubble wrap, air cushions, protective packaging, and/or sturdy shipping cartons to reduce the risk of damage during transit.

Incorrect or Missing Items

If you believe your order contains an incorrect or missing item, please contact us within 48 hours of delivery.

We may request supporting evidence, including but not limited to:

• Unboxing video
• Photos of all items received
• Photos of the original product packaging
• Photos of the outer shipping carton
• Shipping label and delivery confirmation details

If an error is confirmed on our side, we will arrange a suitable resolution, which may include a replacement, partial refund, store credit, or another appropriate solution depending on the situation.

Shipping Damage & Evidence Requirement

Although we make every reasonable effort to pack products securely, parcels may occasionally be affected by carrier handling during international or local delivery.

If a customer claims that an item was damaged during shipping, the customer must contact us within 48 hours of delivery and provide a clear, continuous, and unedited one-take unboxing video. The video must begin before the parcel is opened and clearly show:

• The unopened outer shipping carton from all sides
• The shipping label
• Any dents, holes, torn areas, crushed corners, water damage, or other visible damage to the parcel
• The entire package-opening process without pauses, cuts, edits, or interruptions
• The removal of all items and protective packaging
• The condition of the original product packaging
• The condition of the item immediately upon first inspection
• The specific damage being reported

Photographs of the damaged item, original product packaging, outer shipping carton, shipping label, delivery photo, and carrier delivery record may also be requested as supplementary evidence.

The continuous unboxing video is required to help establish that the reported damage was present when the parcel was first opened and may have occurred during transit rather than after delivery. A video recorded after the parcel or product packaging has already been opened will not normally be accepted as sufficient proof of shipping damage.

Customers must keep the item, all original product packaging, protective materials, and the outer shipping carton until the case has been fully reviewed. If the package was delivered with visible external damage, customers should also report the issue to the local carrier as soon as possible, as a carrier inspection or claim procedure may be required.

Where applicable, we may assist customers with the carrier claim process based on the evidence provided.

We may be unable to verify or approve a refund, replacement, return label, or other remedy for a shipping-damage claim if the required continuous and unedited unboxing video is not provided, except where otherwise required by applicable consumer protection laws.

For collectible toys, blind boxes, and other limited-edition items, the general non-returnable and non-exchangeable policy still applies once sold, unless the item is verified to be faulty, damaged in transit, incorrect, or not as ordered, in accordance with applicable consumer protection laws.

Return Eligibility for Other Products

For eligible non-final-sale products, customers must contact our customer service team before returning any item.

Returned items must be:

• Returned within the required return period
• In original condition
• Unused, unopened, and undamaged
• Returned with all original packaging, labels, tags, accessories, and receipts
• In a condition that does not affect resale

Return shipping costs are generally borne by the customer unless the return is due to an error confirmed on our side or required by applicable law.

Original delivery costs are generally non-refundable unless the goods are returned in accordance with statutory rights, such as where the item is confirmed to be faulty, incorrect, or not as ordered.

Return Address Requirement

Please do not return any item without contacting us first.

Customers must contact our customer service team to receive return instructions and the correct return address. Returns sent without prior authorization may not be accepted or processed.

Shipping Responsibility

Once an order has been shipped, it is handled by third-party carriers.

We will provide tracking information where available and assist with communication and support where possible. However, delivery timing, handling, and final delivery outcomes may be affected by the carrier’s service, customs clearance, local delivery conditions, weather, holidays, or other factors outside our direct control.

Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for:

• Delivery failures due to incorrect or incomplete addresses
• Delays caused by missing apartment numbers, postal codes, phone numbers, or recipient information
• Issues related to forwarding warehouses, proxy shipping addresses, or third-party receiving services
• Failed delivery attempts caused by customer unavailability

If an order is returned due to address issues, refusal, non-collection, or failed delivery attempts, additional shipping fees may apply.

Order Cancellation

Orders may be canceled within a limited time after placement, provided that:

• The order has not been processed
• The order has not been shipped
• The item has not been reserved, sourced, or prepared for fulfillment

Once an order enters the processing, sourcing, or fulfillment stage, cancellation may no longer be possible.

Order Acceptance & Risk Control

We reserve the right to cancel, refuse, or place an order on hold at our discretion.

This may include, but is not limited to:

• High-risk payment behavior
• Suspicious order patterns
• Incomplete or inconsistent customer information
• Use of forwarding warehouse addresses
• Payment verification concerns
• Inventory or sourcing limitations

For certain transactions, we may request additional verification before processing the order.

Authenticity Commitment

All products sold on our store are:

• 100% authentic
• Sourced from official retail channels or authorized distributors
• Shipped in original condition unless otherwise stated on the product page

We do not sell counterfeit products.

Final Decision

We reserve the right to review each request based on the order details, product type, communication records, packing records, delivery records, and evidence provided.

All return, refund, replacement, and exchange requests will be assessed in accordance with this policy and applicable consumer protection laws.

Final Agreement

By placing an order on our store, you acknowledge and agree to this Return, Refund & Shipping Policy.

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EU RIGHT OF WITHDRAWAL AND COLLECTIBLE RETURNS POLICY

Effective Date: July 14, 2026

This policy applies to consumers residing in the European Union who purchase goods from Ri-son for personal use.

It explains:

• the 14-day statutory right of withdrawal;
• how to submit a withdrawal request;
• return shipping responsibilities;
• reimbursement of original delivery costs;
• the condition in which goods must be returned;
• diminished-value assessments;
• rules for sealed, open-box and confirmed-version collectibles; and
• rights relating to damaged, incorrect or legally non-conforming goods.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

1. Fourteen-Day Right of Withdrawal

EU consumers have the right to withdraw from an eligible online purchase within 14 calendar days without giving a reason.

For goods, the withdrawal period begins on the day after the customer, or a third party designated by the customer other than the carrier, receives the goods.

If multiple items from the same order are delivered separately, the withdrawal period begins on the day after the last item is received.

To meet the withdrawal deadline, the customer must submit a clear withdrawal notice before the 14-day period expires.

2. How to Exercise the Right of Withdrawal

Customers may exercise the right of withdrawal through Ri-son’s online withdrawal page:

https://ri-son.com/pages/eu-withdrawal-form

Customers may also email a clear withdrawal statement to:

contactus@ri-son.com

The withdrawal notice should include:

• the customer’s full name;
• the order number;
• the item or items being withdrawn;
• the date on which the goods were received; and
• the email address to which confirmation should be sent.

The customer does not need to provide a reason for the withdrawal.

Submitting a statutory withdrawal is not the same as requesting discretionary return approval. Ri-son’s prior approval is not required for the customer to exercise a valid statutory right of withdrawal.

After an online withdrawal is submitted, Ri-son will send an electronic acknowledgement containing the submitted withdrawal information and the date and time of submission without undue delay.

3. Return Instructions and Return Address

Ri-son uses different return locations depending on the product, order, warehouse and destination.

For this reason, a single return warehouse address is not published in this policy.

After submitting the withdrawal notice, the customer must contact Ri-son or wait for Ri-son’s email containing the correct return instructions and return address for the relevant item.

Ri-son will provide the applicable return address without undue delay.

The assigned return address may be different from:

• the address from which the order was originally shipped;
• the sender address printed on the original parcel;
• Ri-son’s registered business address;
• the address used for a previous return; or
• the address of the original brand or manufacturer.

The return address may be located outside the European Union, including in China.

Customers must not return goods to the sender address printed on the original parcel unless Ri-son has specifically confirmed that address for the return.

Returns sent to an incorrect or unconfirmed address may result in delays, additional transportation costs or difficulty recovering the parcel.

Requesting the correct return address does not mean that Ri-son must approve the statutory withdrawal before it can be exercised.

4. Deadline for Returning the Goods

After notifying Ri-son of the withdrawal, the customer must send the goods back without undue delay and no later than 14 calendar days after submitting the withdrawal notice.

The return deadline is met if the customer dispatches the goods before the 14-day return period expires.

The customer should retain:

• the shipping receipt;
• the tracking number;
• proof of the return address used;
• the customs declaration, where applicable; and
• any shipping insurance documentation.

5. Return Shipping Costs

For an ordinary change-of-mind withdrawal, the customer is responsible for the direct cost of returning the goods.

Because the assigned return address may be outside the European Union, including in China, international return shipping, tracking and insurance costs may be significant.

Customers should consider these potential costs before purchasing rare, fragile, oversized or high-value collectibles.

The customer may arrange return shipping through a reliable postal or courier service. Ri-son strongly recommends using:

• end-to-end tracking;
• suitable protective packaging;
• signature confirmation for high-value items; and
• shipping insurance appropriate to the value of the goods.

Ri-son does not accept parcels sent cash on delivery, freight collect or with unpaid postage unless Ri-son has agreed to this in writing in advance.

If Ri-son offers an optional prepaid return label, the customer may either:

• use the label and have its actual cost deducted from the reimbursement, where permitted by applicable law; or
• arrange and pay for an independent return service.

Ri-son will not add an administrative surcharge or profit margin to the actual cost of a prepaid return label.

These return shipping rules apply to change-of-mind withdrawals. Different rules apply where goods are incorrect, materially damaged on delivery or legally non-conforming.

6. Original Delivery Costs

If the customer withdraws from the entire order, Ri-son will reimburse the delivery cost corresponding to the least expensive standard delivery method offered for that order.

Ri-son is not required to reimburse:

• additional amounts paid for express delivery;
• expedited, priority or upgraded shipping;
• supplementary costs resulting from the customer’s choice of a more expensive delivery method; or
• a delivery charge that the customer did not pay.

If standard delivery was provided free of charge, there is no separately paid standard delivery charge to reimburse.

Ri-son will not retrospectively deduct a hidden outbound delivery charge merely because free shipping was included in the product price.

Where the customer withdraws from only part of a multi-item order, any adjustment to the original delivery cost will be determined according to the original order structure and the mandatory law applicable to the customer.

7. Refund Method and Timing

Ri-son will normally issue the reimbursement using the same payment method used for the original transaction, unless the customer expressly agrees to another method that does not result in additional fees.

Ri-son will process the reimbursement without undue delay and within the period required by applicable law.

Where permitted by law, Ri-son may withhold reimbursement until:

• Ri-son has received the returned goods; or
• the customer has provided sufficient evidence that the goods have been sent back,

whichever occurs first.

Ri-son will not deduct a payment-processing fee, refund-processing fee, inspection fee or administrative fee merely because the customer exercises the statutory right of withdrawal.

Any claim relating to diminished value will be handled in accordance with the mandatory law applicable in the customer’s EU Member State.

Where applicable law permits a direct deduction, Ri-son may deduct an objectively established diminished value from the reimbursement.

Where a direct deduction is not permitted, Ri-son reserves the right to make a separate, evidence-based claim for the objectively established diminished value.

8. No Automatic Restocking Fee

Ri-son does not charge an automatic restocking fee, administrative fee, inspection fee, handling fee or return-processing fee merely because an EU customer exercises the statutory right of withdrawal.

Ri-son will not automatically deduct a fixed amount or percentage simply because:

• a withdrawal was submitted;
• the customer changed their mind;
• a parcel was returned;
• the external shipping carton was opened;
• Ri-son must inspect the returned goods; or
• the returned product must be processed back into inventory.

A restocking or handling cost is different from an actual reduction in the value of the returned product.

Ri-son may seek compensation only for an objectively supportable reduction in value resulting from handling beyond what was reasonably necessary to inspect the goods.

9. Customer Responsibility for Diminished Value

Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.

Customers may be responsible for a reduction in value where the goods have been handled beyond what would normally be permitted when examining a comparable product in a physical retail store.

For collectible products, the original sealed condition, packaging, presentation materials and accessories may form an important part of the product’s value.

Handling that may cause diminished value includes, depending on the product:

• breaking a factory seal;
• opening an inner bag when this was not necessary to identify or inspect the item;
• removing protective film;
• removing or damaging a tag;
• removing or altering an authentication label;
• removing an item from collector-grade packaging;
• displaying or using the item;
• causing scratches, marks, stains, dust, odours or other deterioration;
• damaging the retail box or presentation packaging;
• losing a character card, certificate, insert, stand or accessory;
• returning an incomplete item;
• replacing the original item with another unit; or
• otherwise materially altering the condition in which the item was supplied.

Opening an external shipping carton does not, by itself, cause diminished value.

Opening retail packaging also does not automatically create a deduction. Ri-son must assess whether the customer’s handling actually caused an objectively supportable reduction in value.

10. Diminished-Value Assessment

Any diminished-value assessment will compare:

• the condition in which the product was supplied by Ri-son; and
• the condition in which the product was returned.

The purpose of the assessment is to measure the actual reduction in value. It is not a punishment, return penalty or automatic restocking charge.

Ri-son may consider:

• whether the product can still be sold in the same condition in which it was supplied;
• whether it can still be sold as new, factory sealed, unopened, collector grade, open box or confirmed version;
• whether a factory seal, inner bag, protective film, tag or authentication material has been removed or damaged;
• whether collectible packaging, cards, certificates, inserts, stands or accessories are missing or damaged;
• whether the product has been displayed, used, scratched, marked, stained or otherwise altered;
• whether cleaning, repair, restoration or replacement is reasonably required;
• the reasonable cost of replacing missing components;
• Ri-son’s actual selling prices for comparable products in different conditions;
• reliable recent market sales for comparable sealed, open-box, used, incomplete or damaged products;
• whether a genuine resale market continues to exist for the returned item;
• the reasonable value of the product in the condition supplied; and
• the reasonable value of the product in the returned condition.

The basic assessment may be expressed as:

Diminished Value = Reasonable Value in the Condition Supplied − Reasonable Value in the Returned Condition

Reasonable and necessary cleaning, repair, restoration or replacement costs may also be considered where those costs have not already been reflected in the difference in value.

The same loss will not be counted twice.

For example, if damage to a collectible box has already been included in the difference between the item’s original collector-grade value and its returned-condition value, Ri-son will not add the same box damage again as a separate charge.

11. Internal Assessment Categories

Ri-son may use internal condition categories and indicative percentage ranges to help staff assess returns consistently.

These internal categories are assessment tools only. They do not mean that:

• a fixed percentage automatically applies;
• every opened product loses the same amount of value;
• every damaged box produces the same loss;
• a standard restocking fee is being charged; or
• an indicative range replaces evidence of actual diminished value.

The final amount will be assessed individually and will not exceed the objectively supportable reduction in the product’s reasonable value.

If an internal percentage would produce a greater deduction than the actual supportable loss, the lower actual loss will apply.

For rare collectibles where reliable evidence demonstrates a greater loss than an ordinary internal range, the actual evidence-based loss may be considered, subject to applicable law.

12. Factory-Sealed and High-Value Collectibles

Some collectibles derive a substantial part of their value from being:

• factory sealed;
• unopened;
• authenticated;
• collector grade;
• in their complete original presentation condition;
• numbered;
• discontinued;
• event exclusive; or
• part of a limited production run.

This may include:

• rare or retired figures;
• vintage blind boxes;
• limited-edition sculptures;
• artist editions;
• numbered releases;
• event-exclusive products;
• discontinued collectibles;
• products containing NFC authentication;
• products supplied with certificates or serial numbers; and
• other high-value items for which sealed condition is an important part of their market value.

Opening such a product does not automatically remove the customer’s statutory right of withdrawal.

However, opening a factory seal, inner bag or authentication packaging may go beyond what is reasonably necessary where:

• the exact item was clearly shown before purchase;
• the character or style was visible through the packaging;
• the item was sold as a specific confirmed model;
• the product’s material characteristics were clearly described; or
• the product could reasonably have been inspected without breaking the seal.

Where opening causes an item to lose its sealed collector status, the resulting reduction in value may be substantial.

For rare or high-value items, Ri-son may compare reliable market evidence for:

• factory-sealed examples;
• opened but complete examples;
• open-box examples;
• incomplete examples;
• damaged examples; and
• comparable recent market sales.

In exceptional cases, the objectively established diminished value may represent most or all of the purchase price where reliable evidence demonstrates that the customer’s handling has removed most or all reasonably realisable market value.

This is not an automatic rule.

Any substantial or near-total diminished-value claim must be assessed individually, supported by objective evidence and permitted under the applicable law.

13. Products with Visible Styles or Viewing Openings

Some blind-box and collectible products allow the enclosed character or style to be identified without opening the sealed packaging.

This may include packaging with:

• a viewing hole;
• a transparent window;
• a partially transparent section;
• a visible product tag;
• an open display area; or
• another packaging design that allows the enclosed style to be seen while the original seal remains intact.

Where the customer can identify the style without breaking the seal, opening the sealed box, sealed inner packaging or inner bag may not be reasonably necessary to identify the product.

If the customer breaks the seal, opens the inner bag or removes the figure after the style was already visible, Ri-son may assess whether this caused the product to lose sealed collectible value.

Any diminished-value assessment will be based on the actual effect on value. It will not be an automatic charge merely because the packaging was opened.

14. Reusable Drawstring Pouches and Non-Sealed Packaging

Some POP MART and other collectible products may be supplied in reusable drawstring pouches or packaging that is not permanently sealed.

Opening or loosening a reusable drawstring pouch will not, by itself, automatically result in a deduction.

A diminished-value assessment may apply where the customer:

• removes and handles the product beyond what is reasonably necessary;
• removes a tag, protective film or authentication label;
• displays or uses the product;
• causes scratches, marks, stains, dust or odours;
• damages or loses the pouch;
• damages the product’s presentation condition;
• loses a character card, accessory, certificate or insert; or
• otherwise objectively reduces the product’s reasonable resale value.

If the pouch can be returned to its original condition, the product was not unnecessarily handled, all components remain complete and no actual reduction in value occurred, no deduction will be made merely because the drawstring was loosened.

15. Open-Box and Confirmed-Version Products

Ri-son sells certain collectibles in a clearly disclosed open condition.

A product page may use descriptions such as:

• Open Box;
• Confirmed Version;
• Opened Inner Bag;
• Unsealed for Identification;
• Displayed for Photography;
• Exact Item Shown; or
• another clearly stated condition.

These products are not sold as factory-sealed blind boxes unless the product page specifically states otherwise.

The disclosed condition forms part of the product description.

Where an open-box, opened-inner-bag or confirmed-version condition was clearly disclosed before purchase, that disclosed condition does not, by itself, constitute:

• shipping damage;
• an incorrect item;
• a manufacturing defect;
• diminished value caused by the customer; or
• legal non-conformity.

Customers continue to retain any statutory right of withdrawal that applies.

For diminished-value purposes, Ri-son will compare the returned condition with the condition in which the item was actually supplied.

For example:

• If Ri-son supplied an item with the outer box already open, returning it with the same outer box open does not itself create diminished value.
• If Ri-son supplied an item with the inner bag already open, that opened inner bag does not itself create diminished value.
• If an existing box crease was clearly disclosed, the same disclosed crease will not create a deduction.
• If the customer causes a new scratch, removes a protective film, damages the box or loses a character card, the additional deterioration may be assessed.
• If the item was sold as a confirmed version, the customer cannot claim that it has lost random blind-box value merely because the style had already been identified before sale.

Only deterioration beyond the condition disclosed and supplied by Ri-son will be considered.

16. Original Packaging and Collectible Components

For collectible products, original packaging may form part of the product’s market and collector value. It may not be merely disposable shipping material.

Collectible components may include:

• the branded retail box;
• the inner bag;
• a drawstring pouch;
• a character card;
• a certificate;
• an authentication card;
• an NFC authentication feature;
• a serial-number label;
• a tag;
• protective film;
• inserts;
• accessories;
• stands;
• display components; and
• limited-edition presentation materials.

Missing, written-on, taped, altered or damaged collectible components may reduce the value of the product.

Customers must not place shipping labels, tape or writing directly on collectible retail packaging.

Damage to the external transportation carton alone will not normally result in a diminished-value assessment unless that damage also affects the product or its collectible retail packaging.

17. Manufacturing Variations

Collectible toys, figures, plush products and sculptures may be mass-produced, partly handmade, hand-painted, hand-assembled or made from materials that naturally vary.

Minor production variations may include small differences in:

• paint placement;
• colour tone;
• surface texture;
• mould lines;
• assembly alignment;
• visible glue;
• stitching;
• printed details;
• packaging alignment; or
• other minor finishing details.

A minor production variation is not automatically a legal defect merely because an individual item is not completely identical to a promotional photograph.

Whether a variation is significant will depend on:

• the product description;
• the price and positioning of the product;
• whether the item was described as collector grade;
• whether the variation materially affects appearance, use, safety, authenticity or value;
• what a customer could reasonably expect from that type of product; and
• whether the specific condition was disclosed before purchase.

Ri-son does not provide an unconditional guarantee that every mass-produced or hand-finished collectible will be completely free from minor manufacturing variations.

This section does not prevent an EU customer from exercising an applicable 14-day right of withdrawal.

It also does not exclude mandatory consumer rights where a product is materially damaged, incomplete, unsafe, counterfeit, incorrect or significantly different from its description.

18. Disclosed Marks, Box Damage and Product Condition

Where Ri-son is aware that a particular item has:

• box damage;
• visible paint marks;
• an opened outer box;
• an opened inner bag;
• a missing non-essential component;
• a visible manufacturing variation; or
• another condition that differs from an ordinary factory-sealed item,

Ri-son will disclose that condition on the product page where reasonably possible.

Customers should review:

• the product condition label;
• the written product description;
• the product photographs;
• any condition notes; and
• any open-box or confirmed-version notice.

Where required by applicable law, Ri-son may ask the customer to separately acknowledge a specifically disclosed condition before completing the purchase.

A specifically disclosed and accepted condition cannot normally be treated as an undisclosed problem solely because the customer later changes their mind about that condition.

19. Damaged, Incorrect or Legally Non-Conforming Goods

The statutory right of withdrawal is separate from the customer’s legal rights where goods are incorrect, materially damaged or legally non-conforming.

Customers should contact Ri-son promptly at contactus@ri-son.com if an item:

• is materially damaged when delivered;
• is the wrong product;
• is missing an essential component;
• is counterfeit or not authentic;
• is unsafe;
• has a serious undisclosed defect;
• is significantly different from the product description; or
• otherwise fails to meet applicable legal conformity requirements.

Where a customer claims that an item was damaged during transportation, the customer must provide a clear, continuous, and unedited one-take unboxing video as evidence of the item’s condition upon delivery.

The video must begin before the parcel is opened and clearly show:

• the unopened external shipping carton from all sides;
• the shipping label;
• any visible damage to the parcel;
• the complete opening process without pauses, cuts, edits, or interruptions;
• the removal of the product and all protective packaging;
• the condition of the retail packaging;
• the condition of the product immediately upon first inspection; and
• the specific damage being reported.

A video recorded only after the parcel, retail packaging, inner bag, or product has already been opened may not be sufficient to establish that the damage occurred during transportation.

Ri-son may also request reasonable supplementary evidence, including:

• photographs of the product;
• photographs of the retail packaging;
• photographs of the external shipping carton;
• photographs of the shipping label;
• delivery photographs or carrier records;
• authentication information; and
• images showing the serial number, edition number or NFC result.

Customers should retain the product, retail packaging, protective materials, and external shipping carton until the claim has been reviewed.

Failure to provide the requested continuous unboxing video may prevent Ri-son from verifying that the damage occurred during transportation. However, this evidence requirement does not exclude or limit any mandatory consumer rights, and each claim will be assessed in accordance with the applicable law and all reasonably available evidence.

Ri-son cannot exclude mandatory legal responsibility solely because a manufacturing issue originated with POP MART, Sonny Angel, Dreams Inc. or another original manufacturer or brand.

However, not every small production variation constitutes legal non-conformity.

A minor, clearly disclosed or expressly accepted characteristic will not automatically be treated as a material defect.

Where goods are legally non-conforming, the available remedy may include repair, replacement, a proportionate price reduction or termination of the contract, depending on the circumstances and applicable law.

Necessary return costs for legally non-conforming goods will not be treated as ordinary change-of-mind return costs.

20. Rare and High-Value Item Records

For authenticity verification, fraud prevention and condition assessment, Ri-son may document rare or high-value products before shipment.

Records may include:

• product photographs;
• packing videos;
• photographs of factory seals;
• photographs of the retail box;
• serial numbers;
• edition numbers;
• NFC authentication results;
• certificates;
• included accessories;
• parcel weight; and
• shipping-label information.

These records may be used to determine:

• whether the returned item is the same item originally supplied;
• whether the product was sealed or open when supplied;
• whether all accessories and components were included;
• whether reported damage existed before shipment; and
• whether additional deterioration occurred after delivery.

21. Packaging the Return

The customer should package the return with reasonable care and use protection appropriate to the fragility and value of the goods.

Rare, fragile and high-value collectibles should be returned using:

• a strong external shipping carton;
• adequate internal cushioning;
• moisture protection;
• end-to-end tracking;
• signature confirmation where appropriate; and
• shipping insurance appropriate to the value of the goods.

The collectible retail box must not be used as the external shipping carton.

The customer should follow any reasonable customs and return-document instructions provided by Ri-son.

The allocation of legal risk for accidental loss or damage during return transportation will be determined by the mandatory law applicable to the transaction.

22. Partial Withdrawals

Where Ri-son permits a customer to withdraw from only selected items in a multi-item order, each returned item will be assessed separately.

Ri-son will consider:

• the condition in which the item was sold;
• the condition in which it was supplied;
• the condition in which it was returned;
• whether it was factory sealed, visible style, reusable-pouch or open box;
• whether all packaging, cards and accessories were returned;
• whether a promotion remains valid; and
• whether any objectively supportable diminished value occurred.

The return of one product does not automatically affect the refund value of another product that the customer keeps.

Any adjustment to the original delivery charge for a partial withdrawal will be made in accordance with applicable mandatory law.

23. Promotional Gifts, Bundles and Discounts

Where a returned item was supplied as part of a promotional bundle or spending-threshold offer, the customer should also return any promotional product directly linked to the withdrawn item.

This may include:

• free gifts;
• bonus blind boxes;
• promotional accessories;
• gift-with-purchase products; and
• products supplied because a spending threshold was met.

If the customer keeps part of the order and the original promotion remains valid, no adjustment may be required.

If the withdrawal means that the promotion is no longer satisfied, Ri-son may recalculate the retained items or promotional benefit to the extent permitted by applicable law.

Any adjustment must reflect the actual promotional value and must not operate as an automatic penalty for exercising the statutory right of withdrawal.

24. Statutory Exceptions

The right of withdrawal does not apply where a specific statutory exception under applicable EU law applies.

However, the fact that a product is:

• a collectible;
• a blind box;
• rare;
• discontinued;
• expensive;
• limited edition;
• difficult to replace; or
• difficult to resell

does not, by itself, create a statutory exception to the right of withdrawal.

Where no specific legal exception applies, Ri-son will not state that a customer automatically loses the right of withdrawal merely because a collectible was opened.

Instead, Ri-son may assess any actual diminished value caused by handling beyond what was reasonably necessary.

25. Mandatory National Law

EU consumer rules are implemented and enforced through the laws of individual EU Member States.

If any provision of this policy conflicts with a mandatory consumer-protection rule applicable in the customer’s country, the mandatory rule will prevail.

The remaining provisions of this policy will continue to apply to the extent legally permitted.

26. Contact Information

Questions about EU withdrawals or returns may be sent to:

Ri-son Customer Service
Email: contactus@ri-son.com
Online Withdrawal Page: https://ri-son.com/pages/eu-withdrawal-form