At omegalock.co.uk, we supply collectable action figures that may occasionally arrive with manufacturing defects or missing accessories. Replacement parts are supplied strictly subject to manufacturer availability and the conditions below.
This policy does not affect your statutory rights under UK consumer law.
1. How to Submit a Request
To request a replacement part, please email customerservice@omegalock.co.uk with the following:
- Order reference number
- Full item name and manufacturer
- Clear description of the issue
- Exact parts requested (e.g. hand, head sculpt, joint, accessory)
- Photo or video evidence showing the issue clearly
⚠️ Email Requirements
To ensure delivery of your request:
- Each image must be under 1MB
- Total email size must not exceed 10MB
- Large files should be compressed or sent separately
We are not responsible for emails that fail to deliver due to size or spam filtering.
2. Eligibility
Replacement requests are only accepted for items purchased directly from omegalock.co.uk.
Requests must be submitted within 30 days of delivery.
Requests submitted after this period may be refused at our discretion.
3. Manufacturer Availability
All replacement parts are subject to manufacturer and distributor availability.
We do not guarantee that any replacement parts will be available, especially for limited-run or imported collectables.
Where parts are unavailable, we may, at our discretion, offer an alternative resolution such as store credit, partial refund, or return for refund.
4. Defects vs Customer Damage
This policy only applies to genuine manufacturing defects present on arrival, such as:
- Missing accessories
- Incorrect parts included in packaging
- Broken or defective joints present out of the box
This policy does not cover:
- Accidental damage after delivery
- Damage caused by posing, forcing joints, or incorrect handling
- Wear and tear
- Customer modification or attempted repair
We recommend using safe joint-softening methods (e.g. warm water) before posing figures.
5. Assessment & Decision
All claims are subject to inspection and verification by omegalock.co.uk.
We reserve the right to:
- Request additional evidence
- Refuse claims where damage is unclear or inconsistent with manufacturing defects
- Determine whether an issue qualifies under this policy
Our decision is final in relation to replacement part eligibility, subject to your statutory rights.
6. Returns (If Required)
In some cases, we may require the full item to be returned before a resolution can be offered.
Any return request is made at our discretion.
Where a defect is confirmed and a return is required, we will cover reasonable domestic return shipping costs.
If the item is found not to be defective, return shipping costs may not be reimbursed.
7. Limitation of Remedies
Where replacement parts are unavailable, any resolution offered (if any) will be at our discretion and may include store credit or partial refund.
We are not obliged to provide replacement parts where manufacturer supply is unavailable or discontinued.