Refund policy

At Otakuen, we strive to offer a seamless return and refund experience for our cherished customers, with specific conditions applied to orders shipped to addresses within the United States. Please take a moment to review our policy below to fully understand our terms:

14-Day Return Window:

• You have 14 days from the date of receiving your item to initiate a return.

Eligibility for Free Return within the United States:

• Orders shipped to addresses within the United States are eligible for free returns under the following conditions:
  • Damaged items.
  • Items of the wrong size.
  • Items received that are not as ordered.

Excluded Items from Free Return within the United States:

• The following items are not eligible for free returns within the USA:
  • Perfect condition items.
  • Items on sale.
  • Items that were received as ordered.

Non-Eligible for Free Return:

• Orders outside the United States are not eligible for free returns.
• Customers outside the United States are responsible for return shipping fees charged by the postal service.

Eligibility for Return:

• To be eligible for a return, the item must remain in its original condition, unused or unworn, with all tags intact, and in its original packaging.
• Proof of purchase or the receipt is mandatory for all returns.

Return Request Process:

• To commence a return, kindly reach out to us at [email protected] for review. Our review process typically requires 1-7 days.
• Upon approval of your return request, we will furnish you with a return shipping address and detailed instructions on how to send back your package.
• Please note that items returned without prior approval will not be accepted.

Refund Processing:

• Following the successful receipt and inspection of the returned item, your refund will be initiated.
• Refunds will be credited to your bank account within 1-7 days, depending on your bank's processing time. If you used PayPal for your purchase, your refund will be available within 1 day of approval.

Damages and Issues:

• Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, kindly contact us immediately. We will promptly assess the issue and make it right.

Non-Returnable Items:

• Certain items cannot be returned, including perishable goods (e.g., food, flowers, plants), custom products (e.g., special orders, personalized items), and personal care goods (e.g., beauty products).
• We do not accept returns for hazardous materials, flammable liquids, or gases.
• Sale items and gift cards are non-returnable.

Exchanges:

• If you wish to exchange an item, the quickest method is to initiate a return for the original item, and once accepted, make a separate purchase for the new item.

Refunds:

• We will notify you once we have received and inspected your return.
• Upon approval, a refund will be automatically processed to your original payment method.
• Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

Shipping Costs: Please note that shipping costs are not refundable.

For any additional questions or assistance regarding returns, do not hesitate to reach out to us at [email protected]. We are here to support you and ensure your satisfaction with our products and services. Thank you for choosing Otakuen.