Pikku Play is not liable for any products damaged or lost during shipping.All products sold are non-refundable/non-exchangeable. It is the customer's responsibility to ensure that the product(s) is/are purchased correctly.We'll try our best to QC the product(s) before shipping them out but we apologies if you receive defective item(s).An item may be exchanged if and only if you have received the wrong item or a defective item.You should inspect your order(s) upon receiving it and if you received the wrong item or a defective item, you should notify us immediately via email along with a picture of the item received, a brief description of the issue and order number. We will respond to your email within 5 business days.Exchange will only be allowed if the following conditions are met:The official receipt or delivery order for the transaction is produced.The item is returned in its original condition and packaging.You notify us within 3 business days from the date on the delivery order.The following products are non-refundable / non-exchangeable but not limited to:All Ichiban Kuji purchased (including pre-order)All Gachapon products (including pre-order)Pre-order productsIn-stock productsWrong product purchasedOuter box of the product dented due to rough handling by the shipping companyProduct's color difference from the illustration