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30 Days Exchange / Return Policy 30 Days Exchange / Return Policy
BROADREAM wants to make sure that our collectors are happy with their purchase. Thus, our direct customers are covered by a 30 Days Exchange/Return window from the date of delivery.
Due to the limited nature of our items, we encourage everyone to inspect their items upon delivery, so that you can take advantage of available replacement stock
Having issues with defective parts or missing parts?
If there are any defective parts or missing parts, please report to Return Center
Product covered in the 30 Days Exchange / Return Policy must fulfil the following conditions
- Product must be covered in the standard manufacturer warranty period
- If the customer sends back the product to our original dispatch address without getting our approval or prior notice, BROADREAM reserves the rights to forfeit the returned product
- If there are any defective parts or missing parts, the customer must contact us via email: support@broad-dream.com within 30 days after the arrival of the package
- The customer does not provide strong evidence (i.e. Photo) to show the item that the product is damaged before opening the product.
- Item must be dispatched within 7 days once BROADREAM approve the return request
- BROADREAM rejects all used items for return. Any damage resulted from improper use or lack of maintenance will not be accepted for return.
- If the returned product is lost in transit, BROADREAM shall not be responsible
- Tracking number must be provided for the return package
- The return package is not delivered to our return address within 60 business days
- There could be daily changes in product price, product prices vary with market price of individual goods. However, we pledge to provide to best price to customers at all times.
- Please be aware that after-sales service is not available for pre-owned product
- Contact us via email: support@broad-dream.com
- Shipping brown boxes are not included for all our Hot Toys collectible on our site. Shipping brown box is not provided by the Hot Toys distributor in HK. Therefore, requests for return, for this reason, will not be accepted.
- Some products have been released for some time and are not covered in manufacturer after-sale service. 30 Days Exchange / Return Policy is not applicable on these products. A clear statement will be written on the first row of the description of the affected product. Customers were considered as understood and willing to bear the potential risks. BROADREAM Ltd will not be responsible for the after-sale service of products with the statement.
-
There are risks of having defects such as paint fading, cracking, oxidation, a wrinkle of clothing, etc. on the collectible. This product is brand new, sealed in mint condition. Therefore we cannot verify if the collectible has the aforementioned defects.
Returning Process
Customers are well protected by our terms and policies. Please submit a return request to our return centre at the following site
1.Please provide clear pictures of the defective parts.
2.Please indicates your preferred solution on the notes.
- 2.1)Return for store credit
- 2.2)Return
- 2.3)Exchange
3.Once the return request is approved. Our colleague will contact DHL or FedEx to start the returning process. A delivery man will be sent to your doorstep to collect the defective product
4.Refunds on returns are issued after the product is received and processed. Refunds will be settled via your original payment method.
Any returns without authorization will be delayed and may not be eligible for a refund. Please contact our customer service for details:
Email: support@broad-dream.com
Phone Number / Line：+852 6587 5142
Office Hour: GMT+8 10:00 a.m. – 18:00 p.m. ( US Time)
Is Replacement Applicable?
Yes, we do offer a replacement option, collectables with obvious defects may get a replacement from the manufacturer if it is under the standard warranty period. Note that we will also need to confirm with the manufacturer about the parts for the defective item. All the replacement of accessories will be shipped by E-Express Shipping Service . The shipping duration usually takes 15-23 business days. We understand the customer wants to receive any replacement as soon as possible. The customer feels free to contact us for upgrading to Express Shipping service for an extra fee
If the manufacturer cannot provide a replacement for the part, the replacement option is not applicable.
Light Up Function Isn’t Working?
Come to the light , with a few troubleshooting suggestions that have worked for us in the past! Please be sure to perform the below suggestions while the piece is off.
Fresh batteries! It’s rare, but sometimes the batteries included in the package may be dead on arrival.
Clean the Connections! Sometimes clear glossy paint can interfere with the electrical current. Examine and clean the connections by lightly applying some rubbing alcohol with a Q-tip and/or cleaning wipe.
Turn it on! Leave it on! After cleaning, reassemble your piece and turn it on, and leave it on for 10-20 minutes…sometimes it just needs time.
I bought the wrong item; may I exchange it?
Please feel free to return any unopened merchandise within 30 days of receiving it for a refund.
I need to exchange a defective item but BROADREAM is sold out. what happens?
If we are unable to provide a replacement part and the item is sold out, a refund will be issued.
I received an item as a gift. May I still return it?
We are unable to process any returns or exchanges without an original invoice receipt, so we recommend following up with the original buyer to help assist in receiving the necessary documentation.
Refused and Undeliverable Shipments
Customers are obligated to receive the shipment at the designated time and place. Should the customer fail to receive the product for any reasons,( common scenarios are listed below for reference) the product will be automatically shipped back to our warehouse, which in general takes 4-6 weeks. After it arrives at our warehouse, we will ship it back. Note that we would require another delivery fee for the extra shipment and refund is not applicable
Common scenarios for undeliverable and refused shipments
- Customer provides the wrong address
- No recipient at the designated time and place
- Recipient refuses to sign for the parcel
Will we be responsible for the return shipping fee?
Yes, we will cover the shipping fee for the defective items under the following circumstances.
- Product under the manufacture warranty period.
- The dimension of the product does not exceed 38cm*38cm*69cm
- The product weighs less than 5 kilograms.
We will cover the shipping fee if the item fulfils all of the above requirements. A FedEx delivery man will be sent to your doorstep to collect the defective item.
If the product does not fulfil the above requirements, we will not cover the return shipping fee. However, we can still assign a FedEx or DHL delivery man to collect it if the customer pays for the shipping fee.
How to Prepare Your Item for Return Shipping
Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.
Refunds
Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.
You may view your account to check refund status. Once we issue your refund there may be a delay for these funds to show in your account:
- Credit Cards: Typically 3-5 business days
- PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
- Store credit: Available immediately
Why cost First Batch Pre-Order cost more after the release?
Our business code ensures that the cost of your collectable will be fixed after you placed the order.
Due to the market fluctuations. When the product is officially launched. Some products may cost 2-3 times more than its original price. But our business code free you from any additional charges since the cost of your collectable will follow the price you see on the day you placed the order. The market fluctuations of prices will not affect collectors. Therefore, it is possible to have different prices before and after the release of the collectable
BROADREAM wants to make sure that our collectors are happy with their purchase. Thus, our direct customers are covered by a 30 Days Exchange/Return window from the date of delivery.
Due to the limited nature of our items, we encourage everyone to inspect their items upon delivery, so that you can take advantage of available replacement stock
Having issues with defective parts or missing parts?
If there are any defective parts or missing parts, please report to Return Center
Product covered in the 30 Days Exchange / Return Policy must fulfil the following conditions
- Product must be covered in the standard manufacturer warranty period
- If the customer sends back the product to our original dispatch address without getting our approval or prior notice, BROADREAM reserves the rights to forfeit the returned product
- If there are any defective parts or missing parts, the customer must contact us via email: support@broad-dream.com within 30 days after the arrival of the package
- The customer does not provide strong evidence (i.e. Photo) to show the item that the product is damaged before opening the product.
- Item must be dispatched within 7 days once BROADREAM approve the return request
- BROADREAM rejects all used items for return. Any damage resulted from improper use or lack of maintenance will not be accepted for return.
- If the returned product is lost in transit, BROADREAM shall not be responsible
- Tracking number must be provided for the return package
- The return package is not delivered to our return address within 60 business days
- There could be daily changes in product price, product prices vary with market price of individual goods. However, we pledge to provide to best price to customers at all times.
- Please be aware that after-sales service is not available for pre-owned product
- Contact us via email: support@broad-dream.com
- Shipping brown boxes are not included for all our Hot Toys collectible on our site. Shipping brown box is not provided by the Hot Toys distributor in HK. Therefore, requests for return, for this reason, will not be accepted.
- Some products have been released for some time and are not covered in manufacturer after-sale service. 30 Days Exchange / Return Policy is not applicable on these products. A clear statement will be written on the first row of the description of the affected product. Customers were considered as understood and willing to bear the potential risks. BROADREAM Ltd will not be responsible for the after-sale service of products with the statement.
-
There are risks of having defects such as paint fading, cracking, oxidation, a wrinkle of clothing, etc. on the collectible. This product is brand new, sealed in mint condition. Therefore we cannot verify if the collectible has the aforementioned defects.
Returning Process
Customers are well protected by our terms and policies. Please submit a return request to our return centre at the following site
1.Please provide clear pictures of the defective parts.
2.Please indicates your preferred solution on the notes.
- 2.1)Return for store credit
- 2.2)Return
- 2.3)Exchange
3.Once the return request is approved. Our colleague will contact DHL or FedEx to start the returning process. A delivery man will be sent to your doorstep to collect the defective product
4.Refunds on returns are issued after the product is received and processed. Refunds will be settled via your original payment method.
Any returns without authorization will be delayed and may not be eligible for a refund. Please contact our customer service for details:
Email: support@broad-dream.com
Phone Number / Line：+852 6587 5142
Office Hour: GMT+8 10:00 a.m. – 18:00 p.m. ( US Time)
Is Replacement Applicable?
Yes, we do offer a replacement option, collectables with obvious defects may get a replacement from the manufacturer if it is under the standard warranty period. Note that we will also need to confirm with the manufacturer about the parts for the defective item. All the replacement of accessories will be shipped by E-Express Shipping Service . The shipping duration usually takes 15-23 business days. We understand the customer wants to receive any replacement as soon as possible. The customer feels free to contact us for upgrading to Express Shipping service for an extra fee
If the manufacturer cannot provide a replacement for the part, the replacement option is not applicable.
Light Up Function Isn’t Working?
Come to the light , with a few troubleshooting suggestions that have worked for us in the past! Please be sure to perform the below suggestions while the piece is off.
Fresh batteries! It’s rare, but sometimes the batteries included in the package may be dead on arrival.
Clean the Connections! Sometimes clear glossy paint can interfere with the electrical current. Examine and clean the connections by lightly applying some rubbing alcohol with a Q-tip and/or cleaning wipe.
Turn it on! Leave it on! After cleaning, reassemble your piece and turn it on, and leave it on for 10-20 minutes…sometimes it just needs time.
I bought the wrong item; may I exchange it?
Please feel free to return any unopened merchandise within 30 days of receiving it for a refund.
I need to exchange a defective item but BROADREAM is sold out. what happens?
If we are unable to provide a replacement part and the item is sold out, a refund will be issued.
I received an item as a gift. May I still return it?
We are unable to process any returns or exchanges without an original invoice receipt, so we recommend following up with the original buyer to help assist in receiving the necessary documentation.
Refused and Undeliverable Shipments
Customers are obligated to receive the shipment at the designated time and place. Should the customer fail to receive the product for any reasons,( common scenarios are listed below for reference) the product will be automatically shipped back to our warehouse, which in general takes 4-6 weeks. After it arrives at our warehouse, we will ship it back. Note that we would require another delivery fee for the extra shipment and refund is not applicable
Common scenarios for undeliverable and refused shipments
- Customer provides the wrong address
- No recipient at the designated time and place
- Recipient refuses to sign for the parcel
Will we be responsible for the return shipping fee?
Yes, we will cover the shipping fee for the defective items under the following circumstances.
- Product under the manufacture warranty period.
- The dimension of the product does not exceed 38cm*38cm*69cm
- The product weighs less than 5 kilograms.
We will cover the shipping fee if the item fulfils all of the above requirements. A FedEx delivery man will be sent to your doorstep to collect the defective item.
If the product does not fulfil the above requirements, we will not cover the return shipping fee. However, we can still assign a FedEx or DHL delivery man to collect it if the customer pays for the shipping fee.
How to Prepare Your Item for Return Shipping
Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.
Refunds
Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.
You may view your account to check refund status. Once we issue your refund there may be a delay for these funds to show in your account:
- Credit Cards: Typically 3-5 business days
- PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
- Store credit: Available immediately
Why cost First Batch Pre-Order cost more after the release?
Our business code ensures that the cost of your collectable will be fixed after you placed the order.
Due to the market fluctuations. When the product is officially launched. Some products may cost 2-3 times more than its original price. But our business code free you from any additional charges since the cost of your collectable will follow the price you see on the day you placed the order. The market fluctuations of prices will not affect collectors. Therefore, it is possible to have different prices before and after the release of the collectable
