Refund & Return Policy

Last updated: July 31, 2026

This Refund & Return Policy applies to purchases made from NEEDZ Studio Ltd. ("NEEDZ," "we," "us," or "our") through needzcanada.com and, where applicable, at a NEEDZ pickup location. Nothing in this Policy limits any mandatory rights or remedies available to you under applicable consumer protection law.

Policy summary

• Eligible regular-price, in-stock items may be returned for an approved refund, exchange, or NEEDZ store credit if a return request is submitted within 30 calendar days after the order is marked completed following delivery or pickup.
• Sale items, pre-order purchases, deposits, opened collectibles, sealed trading-card products, blind or mystery products, and items identified as final sale cannot be returned for change of mind.
• If an item arrives damaged, defective, incomplete, or incorrect, contact us within 7 calendar days after delivery or pickup so that we can assess the issue and provide an appropriate remedy.
• To start any return, use the Order Return Request in your NEEDZ account or email support@needzcanada.com before sending or bringing the item back.

Eligibility for a regular return

To qualify for a regular return, all of the following must apply:

1. You submit a return request within 30 calendar days after the order is marked completed following delivery or pickup.
2. The item is unused, unassembled, unaltered, and in the same condition in which it was received.
3. All manufacturer seals, bags, tags, inserts, manuals, accessories, bonus items, and original packaging are intact and included.
4. The original packaging is not taped, labelled, crushed, written on, or otherwise used as the return shipping container.
5. You provide the order number and proof of purchase.
6. NEEDZ authorizes the return before it is shipped or brought to a pickup location.

We may decline a return that does not meet these conditions or reduce the store-credit amount to reflect missing components or damage, where permitted by law.

Items that are not eligible for change-of-mind returns

The following are final sale unless they are damaged, defective, incomplete, incorrect, or must otherwise be accepted under applicable law:

• pre-order purchases, pre-order deposits, and special-order items;
• sale, clearance, discounted, promotional, and final-sale items;
• opened model kits, figures, collectibles, books, magazines, and media;
• sealed or opened trading-card products, collectible card packs or boxes, blind boxes, lucky bags, and mystery products, because opening, tampering, contents, and market condition cannot always be verified;
• products with a broken or removed manufacturer seal;
• assembled, painted, modified, used, or damaged products;
• downloadable or digital products;
• gift cards, store credit, and redeemed NEEDZ Points;
• personal-care or hygiene-sensitive goods once opened; and
• any product specifically identified as non-returnable on its product page.

Minor variations in paint, printing, colour, packaging, or finish that are normal for mass-produced or hand-finished collectibles are not necessarily defects. We may ask for photos or other information to assess a manufacturer issue.

Order cancellations before shipment

You may ask to cancel an in-stock item before it enters fulfilment or receives a shipping label. We will try to accommodate the request, but cancellation is not guaranteed once picking, packing, transfer, or dispatch has begun. An approved cancellation is refunded to the original payment method; NEEDZ does not apply a fixed percentage processing penalty unless it was clearly disclosed before purchase and is lawful.

A tracking number does not by itself prove carrier acceptance, but it may mean fulfilment has begun. If the order can no longer be cancelled, the ordinary return rules apply after delivery.

Pre-orders and deposits

Pre-order cancellations, allocation shortages, delays, full-payment orders, 20% deposit orders, final-payment deadlines, and mixed-order fulfilment are governed by our Pre-Order Policy.

In summary, a paid pre-order becomes final sale when the order is submitted and the pre-order terms are accepted. The cutoff displayed on the product page identifies when ordering closes; it is not a customer cancellation window. Pre-order purchases cannot be cancelled or refunded through the customer account. If NEEDZ permanently loses the allocation, the manufacturer cancels the product, or NEEDZ otherwise cannot fulfil it, NEEDZ will refund the amounts paid for the affected item. These rules remain subject to applicable law.

Damaged, defective, incomplete, or incorrect items

Inspect your order promptly. Contact support@needzcanada.com within 7 calendar days after delivery or pickup and include:

• your order number;
• a clear description of the issue;
• photographs of the item, all sides of the product packaging, and the shipping carton; and
• an unboxing video, if available, for a missing-item or transit-damage claim.

Keep the item, packaging, shipping carton, and packing materials until we resolve the claim. Do not assemble, paint, repair, discard, or return the item without authorization.

After assessment, NEEDZ may provide replacement parts, a replacement item, an exchange, store credit, or a refund to the original payment method, depending on the issue, product availability, manufacturer process, and applicable law. If NEEDZ asks you to return a confirmed defective or incorrect item, we will provide instructions and cover reasonable authorized return-shipping costs.

Return process

1. Sign in to your NEEDZ account and submit an Order Return Request for the completed order, or email support@needzcanada.com if the account option is unavailable. Include the order number, item and quantity, and reason.
2. Wait for written return authorization and return instructions.
3. Package the authorized item securely inside a separate shipping carton.
4. Send or bring back the item within 7 calendar days after authorization, unless we give you a different deadline.
5. Keep your carrier receipt and tracking number until the return is completed.

Returns sent without authorization may be refused or returned to the sender. NEEDZ is not responsible for a customer return that is lost or damaged before it reaches us. We strongly recommend tracked and insured shipping.

Return shipping and original shipping charges

For a change-of-mind return, you are responsible for return shipping and any re-shipping cost for an exchange. Original shipping and handling charges are not refundable. NEEDZ does not deduct an undisclosed percentage payment-processing fee from a refund. If free or discounted outbound shipping applied to the order, the actual outbound shipping cost may be deducted from store credit, where permitted by law and disclosed to you before the return is finalized.

If the return results from a confirmed NEEDZ error, defective product, or transit damage for which NEEDZ accepts responsibility, NEEDZ will cover reasonable authorized return shipping.

Do not send a return collect or cash on delivery. NEEDZ is not responsible for customs, brokerage, or other charges caused by an unauthorized return.

Refunds, store credit, and exchanges

Depending on the approved return and the option offered by NEEDZ, the remedy may be a refund to the original payment method, an exchange subject to availability, or NEEDZ store credit. A refund is limited to the approved item amount and any other amount that must be refunded by law. Change-of-mind return shipping and original outbound shipping remain governed by the section above.

Store credit is issued electronically to the customer associated with the original order and does not expire unless the credit terms or applicable law state otherwise. Store credit cannot be redeemed for cash, resold, or used to purchase gift cards. A replacement or exchange order may require payment of any price difference, tax, and shipping.

An item purchased with store credit remains subject to this Policy. Refunds for a transaction paid partly with store credit will be returned first to store credit and then, if applicable, to the original payment method.

Order cancellations by NEEDZ

NEEDZ may limit or cancel an order because of inventory errors, pricing or product-data errors, supplier allocation changes, payment authorization failure, suspected fraud, automated purchasing activity, quantity-limit violations, resale activity, or circumstances outside our reasonable control.

If NEEDZ cancels an order after payment has been captured, we will refund the cancelled amount to the original payment method. We may cancel multiple, rapid, duplicate, or otherwise suspicious orders, including orders that appear to use bots, scripts, VPNs, proxies, multiple accounts, or payment identities to evade a purchase limit. We will not charge an arbitrary penalty solely because an order is suspected of automated activity.

Refused, unclaimed, and undeliverable orders

If a shipment is refused, unclaimed, returned because of an incorrect or incomplete address supplied by the customer, or returned after failed delivery attempts, NEEDZ may deduct the actual outbound shipping, return shipping, carrier fees, duties, and other non-recoverable costs from any amount otherwise refundable, to the extent permitted by law. Final-sale and pre-order restrictions continue to apply. Re-shipping requires payment of the new shipping charges.

Pickup orders must be collected within the period stated in the ready-for-pickup notice. Contact us before that period ends if you need more time. If an order remains unclaimed, NEEDZ may treat it as abandoned or cancel it after providing reasonable notice, subject to applicable law; deposits and non-recoverable costs may not be refundable.

Refund timing

When a refund to the original payment method is approved, NEEDZ generally submits it within 5 business days. Your bank or payment provider may require additional time to post the credit. Refunds are issued in the original transaction currency and to the original payment method where possible.

Contact us

To request a return, cancellation, or claim, contact:

NEEDZ Studio Ltd.
2020-4000 No. 3 Road
Richmond, British Columbia V6X 0J8
Canada
Email: support@needzcanada.com
Phone: +1 (236) 335-8697