Refund policy

Last Updated: September 15, 2026

We want you to be happy with your MOMO-TOKO order. This policy explains what can be returned, how to start a return, and how refunds work. It is part of our Terms of Service. If you have a question that isn't answered here, check our FAQs or email Customer Support at support@momo-toko.com.

SUMMARY

  • Unopened, unused items in their original packaging can be returned if you contact us within 15 days after delivery.
  • If you're returning something because you changed your mind, you have to pay the return shipping, and the original shipping charge will not be refunded.
  • If an item arrives defective, damaged, or isn't what you ordered, we'll replace it or refund you in full, and we will cover the shipping.
  • Opened blind boxes and opened collectibles can't be returned unless they are defective, damaged, or incorrect.
  • Any order can be cancelled for a full refund at any time before it ships.

WHAT CAN BE RETURNED

You may return a product if all of the following are true:

  • The product is unopened and unused and still in its original, sealed packaging or it is damaged, defective, or not what you ordered;
  • You contact us within 15 days after the delivery date shown in your tracking; and
  • You follow the return steps below.

Returns that don't meet these conditions will not be accepted. If we receive an ineligible return from you, we'll let you know and can ship it back to you at your cost, or you can choose to have us dispose of it.

WHAT CAN'T BE RETURNED

Opened products and items marked “final sale” or “non-returnable” cannot be returned or exchanged, unless they are defective, damaged, or not what you ordered (see below).

Change-of-mind returns

If you're returning an eligible item because you changed your mind or simply prefer not to keep it:

  • You are responsible for the cost of shipping the item back to us and for choosing a shipping method with tracking; we can't refund items we don't receive.
  • The original shipping charge on your order will not be refunded.
  • Once we receive and inspect the item, we'll refund the price you paid for it to your original payment method.

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If your item arrives defective, damaged, or is not what you ordered, we'll make it right. Email support@momo-toko.com within 15 days after delivery with your order number and a short description of the problem. We may ask you for photos of the item and the packaging so we can understand what happened and file a claim with the carrier; please send them when we ask.

Once we confirm the issue, you can choose either:

  •  A replacement of the same item, shipped at no cost to you (subject to availability — if we can't replace it, we'll refund you); or
  • A full refund, including the original shipping charge.

If we need the item back, we'll send you a prepaid return label — you won't pay for return shipping. Please keep the item and its packaging until we've told you what to do with it. We may not require you to return a damaged item; if so, we'll let you know.

This applies to opened blind boxes and collectibles too: if the figure inside is defective or damaged, or the box was wrong, contact us.

Whole Sets (6 Blind Boxes).

A Whole Set is one factory-sealed case containing six non-repeating blind boxes. It ordinarily contains one of each regular figure. If a Whole Set contains the secret figure, the secret figure replaces one regular figure. If you receive a Whole Set that is missing a box, we will ship you the missing regular figure free of charge. If you receive a Whole Set containing duplicate figures, we will exchange the duplicate figure for the missing regular figure. Please note that a Whole Set containing five regular figures and the secret figure is complete and is not defective or incorrect. 

HOW TO START A RETURN

  • Email support@momo-toko.com within 15 days after delivery. Include your order number, the item(s) you want to return, and the reason. For damaged, defective, or incorrect items, you must include photos of the product and its packaging.
  • We will reply with a return authorization, a request for more information, or an explanation why the item is not eligible for return.
  • If we determine the item is eligible for the return, we will provide return instructions. For defective, damaged, or incorrect items, we will provide a prepaid return label. For change-of-mind returns, you will be responsible for the return shipping cost.
  • Please don't send anything back before you hear from us — returns we haven't approved may be delayed or declined.
  • Pack the item securely in its original packaging and ship it within 7 days of receiving your return authorization. For change-of-mind returns, use a trackable shipping method and keep your receipt.
  • Once we receive and inspect the return, we'll email you to confirm your refund or replacement.

REFUNDS

Approved refunds go back to the original payment method. We process refunds within 5 business days after we receive and inspect the returned item (or, where no return is needed, after we confirm the issue). Your bank or card issuer may take additional time — typically 5-10 business days — to post the credit to your account.

For change-of-mind returns, the refund is the price you paid for the returned item, including any sales tax on that item, but not the original shipping charge. For defective, damaged, or incorrect items, the refund is everything you paid for the item, including shipping.

EXCHANGES

We don't offer exchanges for change-of-mind returns. If you'd like a different item, please return the eligible item for a refund (if eligible) and place a new order. For defective, damaged, or incorrect items, we'll send a replacement as described above.

CANCELLING AN ORDER

You can cancel any order, for any reason, at any time before it ships. Email support@momo-toko.com with your order number and "Cancel" in the subject line, and we'll cancel the order and refund the full amount you paid — including shipping — to your original payment method.

Once an order has shipped, it can no longer be cancelled. You can still return it under the terms above once it arrives; for a change-of-mind return you'll pay the return shipping, and the original shipping charge won’t be refunded.

Because in-stock orders usually ship within 2-3 business days, please contact us as soon as possible if you want to cancel. If your cancellation request arrives after the order has shipped, we'll let you know and treat it as a return request instead.

Pre-orders can also be cancelled at any time before they ship, with a full refund of anything you've paid. See our Purchase Options Cancellation Policy for more details.

PRE-ORDER ITEMS

This policy applies to pre-order items once they have been delivered to you. To cancel a pre-order before it ships, please see our Purchase Options Cancellation Policy.

SHIPPING

For processing times, delivery estimates, tracking, and what to do about lost packages, please review our separate Shipping Policy.

QUESTIONS

You may contact us with any questions about our Return and Refund Policy by email or regular mail using the contact information below:

Email: support@momo-toko.com

Regular Mail:

MOMO-TOKO

527 West 7th St.

Los Angeles, CA 90014

United States