Refund policy
Returns & Refunds
We want you to be happy with what you receive. If something isn’t right, email us at lionrocktoy@gmail.com and we’ll sort it out.
14-day returns
You have 14 days from the delivery date to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with any tags or protective film intact.
To start a return, email lionrocktoy@gmail.com with your order number and a photo of the item. Please don’t post anything back before we reply — we’ll confirm the return address for you. Items sent back without prior approval can’t be accepted.
Eligible unused, non-defective items can be returned under this 14-day policy. The exclusions below apply to change-of-mind returns; damaged, faulty or wrong items are handled under the separate section below.
Exchanges
To request an exchange, email us within the same 14-day window. The same eligibility conditions and exclusions apply, and exchanges depend on replacement availability.
Return shipping
Return shipping costs are paid by the buyer, and original shipping charges are non-refundable. We recommend a tracked service, as we can only refund items that reach us.
We do not charge a restocking fee on eligible returns.
Items that can’t be returned
- Made-to-order and custom items, including cosplay costumes, helmets and props produced after your order is placed
- Items that have been worn, washed, altered, assembled or used
- Final sale and clearance items
- Gift cards
Damaged, faulty or wrong items
This one is on us, not you. If your order arrives damaged, defective, or isn’t what you ordered, email us within 14 days of delivery with photos. We’ll send a replacement or issue a full refund including shipping, and you won’t pay any return postage.
Refunds
Once your return arrives and passes inspection we’ll email you and refund your original payment method within 5 business days. Depending on your bank or card issuer it can take a further 5–10 business days to appear on your statement.
Allow an estimated 14–21 calendar days in total after receipt and inspection of an eligible return for the refund to appear. This combines our processing time and the normal bank/card posting time above. Public holidays or bank delays can extend this estimate.
Cancellations
Need to cancel? Email us as soon as you can. We can cancel any order that hasn’t shipped yet, and for made-to-order items any order where production hasn’t started.
Contact
Lionrocktoys (Lion Rock Toys)
Rm 15, Blk D, 11/F, Mai Tak Industrial Building
221 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong
Email: lionrocktoy@gmail.com
Phone: +852 9717 2844