Last Updated: March 1, 2025
Effective for: https://drgnbstracg.com
1. Eligibility & General Rules
Scope of application: This policy only applies to products purchased directly from the official website https://drgnbstracg.com.
Non-returnable situations:
❌ Customized products (such as engraved statues, exclusive color versions)
❌ Unpacked and quality-free in-stock products
❌ Package loss or return due to incorrect address provided by the customer
❌ Return requested due to customer personal preference (such as color, size)
2. Refund Windows & Conditions
A. In-Stock Items
Cancellation/Return Stage Refund Ratio Description
≤24 hours Full refund Cancellation without reason during the cooling-off period, refund to the original payment method or transfer to store points (optional).
>24 hours and not shipped 60% refund Need to apply by email before shipping, the remaining 40% is used to cover storage and handling fees.
Shipped/in transit No cancellation or refund Can refer to the after-sales service policy to apply for compensation for quality problems.
B. Pre-orders
Deposit rules:
✅ ≤48 hours cancellation: the deposit is fully refunded (original payment method).
✅ >48 hours cancellation: the deposit is not refundable (because the studio has paid to lock the inventory).
✅ If the studio cancels the project: the deposit is converted to store points (permanently valid).
Final payment refund: After paying the final payment, cancel the order, only 30% of the final payment can be refunded (need to apply before the product is released).
3. Return Process (Defective/Damaged Items)
Step 1 – Submit an application
Send an email to drgnbstracg@gmail.com within 7 days after receiving the goods, the title format: Return Request #Order number.
Need to provide:
✅ Order number and product name
✅ Clear photos/videos of quality problems (showing the outer box, internal packaging and damaged parts)
✅ Logistics order number and proof of receipt
Step 2 – Review and solution
Reply to the review results within 48 hours and provide the following solutions:
✅ Part replacement: Free delivery of replacement parts (applicable to minor defects in detachable designs).
✅ Partial refund: Compensate 10%-50% of the product value (original payment method) according to the degree of damage.
✅ Full return: Only for major quality problems (such as main body breakage), the product must be returned to the designated warehouse (we bear the shipping cost).
Step 3 – Return delivery (if necessary)
After receiving the return authorization, please use the original packaging and attach the return label (provided by customer service email).
Be sure to purchase logistics insurance. If it is damaged during return, we are not responsible.
4. After-Sales Support
After-sales service scope:
✅ Damage upon unpacking (caused by transportation)
✅ Obvious defects missed by factory quality inspection (such as uneven coating, missing parts)
✅ Design defects (such as joints that cannot be installed)
❌ Damage caused by customer’s own modification or improper storage
Long-term support:
You can apply for after-sales service within 90 days after receipt (the original packaging must be retained).
For overdue issues, you can contact customer service to negotiate paid repairs (the cost is determined based on the assessment).
5. Refund Methods & Timeline
Refund methods:
✅ Original payment path (credit card/PayPal, etc.): 3-10 working days to arrive.
6. Prohibited Actions
The following actions are prohibited. Violators will be blacklisted and held legally responsible:
❌ Falsely reporting quality issues to obtain returns or compensation
❌ Returning products not sold by Drgnbstr Acg
❌ Requesting a refund after maliciously damaging products
7. Contact & Dispute Resolution
After-sales consultation:
📧 Email: drgnbstracg@gmail.com (Response time: within 24 hours)
Dispute resolution: If you are dissatisfied with the solution, you can apply for an upgrade to the after-sales supervisor, and the final decision will be issued within 5 working days.
Note:
This policy is part of the “Drgnbstr Acg Terms and Conditions”. Purchase is deemed to have agreed to all terms.
Policy update notification: Major changes will be notified to users through official website announcements and registered email addresses.
Design highlights
Clear responsibilities: Distinguish between transportation damage and customer responsibility to reduce disputes.
Risk control: Fraud is strictly prohibited to protect brand rights.
User experience: Clear flow chart return steps to reduce the operating threshold.