What’s our return policy?
UNOPENED ITEMS
Unopened and unused items can be returned within 5 days unless specifically stated on the product details page. The customer is responsible for bearing all costs associated with the return. All items have to be in their original packaging and well packed for shipping. The shipping cost will not be refunded unless you were sent a wrong or defective item.
OPENED ITEMS
Opened items are not eligible for returns. this includes:
- Items that have been opened or removed from the packaging
- Items that have visible indications that the packaged has been opened
- Opened cases that are no longer factory sealed
-WE DO NOT ACCEPT RETURNS for digital items, Clearance, mystery boxes, Games or opened DVDs and Blu-rays.
-The shipping cost will not be refunded unless you were sent a wrong or defective item.
Any item that does not meet the conditions above will not be refunded or exchanged.
It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be paid out after the arrival of the returned item(s).
Please note that Otakutopolis does not cover any fees charged by your credit card company or PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.
Defective Items
Any defective item can be exchanged for a replacement of the same item. Store credit can also be issued on level of the damage of the item. Requests must be sent to us within 7 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.
We may request a picture of your defective item to help us determine what exactly is wrong and if a replacement part would be helpful.
The following issues do not qualify as a defective product:
- Minor cosmetic paint issues
- Package condition
How do I return a product?
1. Please contact Us with your order number and photos if the product you received was defective or Wrong.
2. Customer Service will contact you within 48 Hours with next steps. If you received a wrong or defective product, you will receive a prepaid shipping label.
3. The customer is responsible for return shipping cost for all other returns so please choose a shipping carrier that provides tracking information, Otakutopolis is not responsible for lost shipments.
4. Upon receipt of your return, you will be refunded the original price you paid for the item, plus any applicable tax within 1 business day. Can take 3-5 business days depending of your payment method. You will receive a notification via email when your refund has been issued.
