1. Reporting Defects (within 7 days of receiving your item)

Customers may visit any PlayMade outlet or email to merch@imaginaryones.com within 7 days of receiving their product (counted from 00:00 the day after purchase) with the original proof of purchase.
 

Refunds or exchanges will only be provided for defects that meet our T&Cs. If a replacement is unavailable, a refund equivalent to the purchase price will be issued.
 

2. On-Site Defect Reporting (Day of Purchase)

We strongly encourage customers to inspect their items immediately when receiving them.

If a defect is identified on the spot and reported to PlayMade staff the same day, the case will be reviewed and investigated. Customers are to leave their contact details with the PlayMade outlet or via email, and a response will be provided within 7–10 working days.
 

3. Off-Site Defect Reporting (Post-Purchase)

If you were unable to inspect the item on the day of purchase, you may still submit your complaint via any PlayMade outlet or email. Customers are to leave their contact details with the PlayMade outlet or via email. 

Please include photos and videos of the defect.
 

An investigation will be conducted, and an outcome will be provided within 7–10 working days.
 

4. Minor Defects (Not Eligible for Exchange/Refund)

Blind box collectibles are handcrafted and may contain minor imperfections due to limitations in manufacturing.

The following are not considered defects:

• Slight uneven colouring

• Minor stains or paint specks

• Minor plastic sheet remains

• Small loose threads

• Slight uneven embroidery

• Minor proportional differences
   

5. Major Defects (Eligible for Review)

Major defects include:

• Missing design elements

• Torn fabric

• Loose components caused by threading issues

• Broken keychains (not due to customer misuse)
   

These cases will undergo investigation to determine eligibility for exchange or refund.

 

After-Sales Policy & Documentation Requirements

1. To Report a Significant Manufacturing Defect

Approach any PlayMade outlet or email to merch@imaginaryones.com within 7 days of receipt, including:

• Your PlayMade receipt number

• Unboxing video (one continuous take, no cuts)

• Minimum 3 clear photos of the defect

• Date & time clearly shown in all videos and photos
   

2. Unboxing Video Requirements (Mandatory for Claims)

To ensure we can fairly assess all submissions, your unboxing video must:

• Be recorded in one single continuous take with no edits.

• Start from the unopened box, showing all six sides clearly. (Recordings of opened boxes prior to recording will not be accepted).

• Clearly show the product label.

• Capture the full opening process, including inner packaging.

• Clearly display the product and any defects (e.g., damage, missing parts, wrong item).

• Be stable, well-lit, and clearly focused.

• Include at least 3 photos of the defect.
   

Claims without proper video documentation cannot be processed. IO reserves the right on the eventual outcome of the assessment and investigation of the complaint. 
 

Eligibility for Exchange or Refund

Defective items must meet the following conditions:

• Reported within 7 days of purchase and within the After-Sales Period

• Meets qualifying defect criteria such as:

  • Missing key design elements

  • Broken keychain (not caused by misuse)

  • Torn/broken fabric

  • Torn/broken embroidery

  • Significant, non-customer-caused stains

  • Heavy discoloration