Refund & Returns Policy

At ACG Hobbies, we are committed to ensuring your complete satisfaction with every custom product you receive. We work diligently to bring your unique anime, manga, and game designs to life with the highest quality.

Returns & Replacements Policy

If you are unhappy with any product received, please contact us within 60 days of delivery with a clear and concise description of the problem. Do not return any products without prior instruction from our team. Unauthorized returns may not be eligible for a refund or replacement.

Eligible for Replacement or Refund:

We will happily replace goods or issue a refund if the issue falls under these categories:

• Products damaged in transit.
• The wrong product or part shipped, different from your order specifications.
• The incorrect material or size supplied, different from your order specifications.

Not Eligible for Refund or Replacement (for Custom Orders):

Due to the personalized nature of our custom products, we are unable to offer refunds or replacements if the problem is due to:

• Issues arising from your submitted design (e.g., low resolution artwork, incorrect color mode (RGB instead of CMYK), design flaws, or unreadable text).
• The final product not meeting your subjective expectations (e.g., color perception, overall aesthetic preference) if it accurately reflects the approved proof and design specifications.
• International orders subject to import taxes or fees: Buyers are solely responsible for paying any applicable import duties and taxes required to receive their items. Shipments that are abandoned or refused by the buyer due to unpaid fees are not eligible for refunds. We strongly recommend complying with all local customs requirements as soon as possible (typically within 7 to 14 days) to prevent the shipment from being discarded or destroyed.

Refund Processing

Refunds are issued back to your original payment method. The time it takes to receive your money varies by payment method and the processing speed of your respective bank or financial institution.

• Credit Card: After the refund is completed by us, it typically takes 5 to 15 business days for the refund to appear on your statement, depending on your bank's processing speed.
• PayPal (Direct Balance or Linked Bank Account): Refunds issued to your PayPal balance are usually available the same day. For refunds to a linked bank account, it generally takes up to 5 business days. Some refunds may take up to 30 days, especially if the original payment was still 'Pending' at the time of refund.
• PayPal (Linked Credit Card): When your PayPal payment was funded by a credit card, the refund to your card can take between 1 to 2 billing cycles (a billing cycle typically lasts 28 to 31 days), depending on your card issuer.
• Debit Card: Refunds generally take up to 5 business days to complete. However, depending on your card company, some refunds may take up to 30 days. If we are unable to apply the refund to your debit card, it will be added to your PayPal balance.

Important Note on Unproduced Orders

For custom orders paid in advance but unproduced for more than 3 months due to customer-related delays (e.g., unapproved proofs, missing design files, or lack of response to inquiries), we will send a final reminder email. If no response is received within one week of this reminder, we will proceed with a refund, which may be subject to a handling fee. Should you wish to proceed with production after this, a new order will be required.

Recommendation: Utilize Our Sample Service

To ensure your complete satisfaction and avoid any disappointment with the final product, we highly recommend utilizing our sample service. Producing prototypes of your design provides a clearer insight into how your final design will look and helps prevent any discrepancies once you receive your finished custom products.