Return, Refund & Exchange Policy
Before returning any item(s), please contact us via chat or email. Unannounced returns will not be processed.
✅ By completing a purchase on our website, you agree to the terms outlined in this policy.
🧾 Return Eligibility
- Local orders: Approved returns must be received within 3 days of delivery.
- International orders: Proof of shipment is required in case the parcel is lost in transit.
Return shipping costs are the responsibility of the customer.
To be eligible for a return:
- Items must be complete, undamaged, unopened and in sellable condition
- New items must be factory sealed and unopened
- Returns must be sent via registered mail with tracking
- Items must be in original packaging, securely packed
- A printed invoice must be included
✅ All return shipments are the customer’s responsibility until confirmed received and inspected by Toy Coin.
💸 Refunds & Compensation
Most approved returns will be compensated in the form of store credit.
In exceptional cases, refunds may be issued in the original payment currency or as store credit points, at our discretion.
Please note:
- Shipping fees are non-refundable unless the return is due to our error.
- Payment processing fees charged by PayPal or your credit card provider are non-refundable and are the customer’s responsibility.
- Chargebacks filed without first contacting us will be treated as a breach of our policy.
✅ We keep digital records of all fulfilled orders, including tracking numbers, delivery confirmation, and order communication, to support dispute resolution.
🏭 Manufacturing Flaws
If a product is defective due to a manufacturing issue (not caused during shipping), please email us at enquiry@toycoin.com.sg within 3 days of receiving your item. Include:
- A detailed description of the issue
- Clear photos of the product and packaging
We will assist in contacting the manufacturer for a possible replacement.
Important:
- Most manufacturers stop support for items older than 3 months
- Return shipping and international shipping fees for replacements are the customer’s responsibility
🛠️ Problem Resolution
If you’re not satisfied with your order, please reach out — we’ll work on a fair and personalized resolution.
✅ We are committed to resolving all order-related issues directly and professionally.
❗ Most issues can be resolved quickly by contacting us first.
Important: Customers who open payment disputes without contacting us may have their account restricted from future purchases.
❌ Cancellation Policy
In-Stock Items
- Orders cannot be cancelled once placed, unless under special circumstances.
- If a cancellation is approved:
- A 20% restocking fee will apply (minimum SGD $10)
- Orders that have already been shipped cannot be cancelled
Pre-Orders
- Cancelled pre-orders will result in forfeited deposits and account restrictions.
- Delayed release dates do not qualify for free cancellations.
📦 Shipping Policy & Fraud Prevention
- ✅ All orders are shipped with tracking. For high-value orders, we may require a signature upon delivery.
- ✅ We may contact customers to verify payment or shipping information if an order is flagged by our system.
We reserve the right to cancel and refund any order we deem high-risk, without prior notice.
“Rating: 9/10. Good experience overall with the auction stream. The item I purchased was as expected, and the process went smoothly.
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“I decided to let go of my collection to free up space, even though I knew I could fetch a higher price by selling it elsewhere. I engaged courier services to transport the items to their place, and it was really convenient. The payment was received as soon as the items were assessed and the price was agreed upon. Overall, it was a smooth transaction, and I’d give them a 10-star rating.
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“I bought the Judth figure from Iron Saga by Myethos and rate it 10 stars. The auction provided a great intro to the item, including its origin, flaws, and reasonable pricing. Queries about the figures were answered, and close-ups were shown when requested. While I understand it’s hard to list all figures, it would be helpful to know the titles coming up and roughly how many. Waiting through the Dragon Ball figures was a bit tedious!
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“I bought the Shiro figure from No Game No Life by Good Smile Company and rate it 10 stars. The auction had great item details, good prices, and was fun to watch even when not purchasing. It would be helpful to share a list of anime titles before the auction starts.
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“I bought the Narmaya figure from Granblue Fantasy by Broccoli and rate it 10 stars. The item was amazing, and the price was great! The stream was well-paced, and I liked the Excel sheet for unsold items. However, the countdown time varied from stream to stream, and sometimes I needed extra time to search for more information about the items.
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“I purchased the Scathach Skadi from Phat Company and rate the overall experience 9 stars. I enjoyed the interactions with fellow customers and hope to see more Figma figures in future auctions.
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“I decided to let go of my collection due to difficult economic times and the need to downsize. I no longer have space, even though I know I could get a higher price selling the items myself. I engaged a courier for convenience, and the payment was timely. I understand it takes time to assess the collection’s value. Communication and transparency are important, and it would be helpful to have documentation on how figures are assessed and graded. Overall, I’d rate the service 8/10.
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“I purchased the Musashi Summer by Alter and rate it 10 stars. The auction felt friendly, fair, and gave me confidence that I was getting a great deal. One of the best live auction programs in Singapore.
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“I bought the Albedo Bunny Ver by FREEing and rate it 10/10. Although the items were preowned, they arrived in great condition. Any signs of mould on the boxes were clearly specified during the auction, allowing buyers to make informed decisions. The prices were heavily discounted from retail, and occasionally, there are holy grail figures that are highly sought after, which is great for collectors. Everything is great!
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“I bought the Nendoroid Rimuru and rate it 10/10. The item pricing was worth it, and the stream was enjoyable to watch. Toy Coin knows the figure well. There’s nothing I dislike, and nothing to improve on.
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“I sold my collection to make space for new items, aware that selling myself would fetch a higher price. Toycoin arranged the pickup via Lalamove, and while there was a minor hiccup with the initial time, they quickly rescheduled it. Payment via PayNow was fast. Toycoin assessed the list and provided a quotation, which was lower than expected, but they were transparent and clearly explained how the pricing was determined. They suggested the best method for sending the items, and the pickup went smoothly. After the final quote, payment was made, and now I have space for more figurines! A suggestion: It would be great to have the option to sell fewer than 30 items in the future. I rate 10/10!
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“I purchased the Azur Lane's Laffey Bride by FuRyu and rate the auction a 9/10. The items I’ve bought were in the condition described (or very similar), and the prices were much cheaper compared to the global market, even at the buyout price. The auctions offer a good variety of items, with the condition clearly inspected and communicated before bidding. Prices are reasonable, and there’s also a list of unsold items available to review anytime. Overall, the auction is well-managed, and I enjoy watching it, even if I don’t purchase much or anything.
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“I bought the GALS Series Sui Feng from Bleach and rate the auction 10/10. The item’s condition was accurately described, and the stream experience was generally pleasant, with informative insights into the market values of certain figures and their pricing. The selection can sometimes be repetitive due to the popularity of certain series, but there are also random, unexpected items like LEGO Warcraft, which adds some fun variety. As for improvements, I believe a system needs to be put in place for more consistent bidding. Sometimes, despite the countdown being stated, bids close immediately, which feels unfair to those still considering their bids. It would be better to allow a brief window after a bid for everyone to indicate interest. A timer on the side could ensure every item has a fair chance of being claimed without rushing the process.
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“I purchased some Sanrio items and rate the auction 9/10. The auction stream was well conducted, and the items arrived as described. Communication was timely, and the community atmosphere within ToyCoin was welcoming and friendly. One suggestion for growth: ToyCoin could explore creating content for the YouTube channel or marketing the streams to overseas communities. While the local business is doing well, there’s definitely potential to expand ToyCoin’s presence internationally, especially through YouTube streams.
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“I bought the Medicom Saber and rate it 10/10. The item was well-priced, especially since it was brand new. One suggestion: it might be better to hold off on auctions until there are enough items available to sell.
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