Refund policy

Returns and Refunds

If you wish to return, exchange, or request a refund for a product after delivery, please contact our Customer Support within 7 days of receiving the product, including your order number.

We accept returns, exchanges, or refunds only in the following cases:

•       The product has a significant initial defect;

•       A product different from what was ordered was delivered;

•       The product was damaged during shipping.

The eligibility and method of return, exchange, or refund shall be determined reasonably by the Company, taking into account the condition of the product, the nature of the claim, shipping status, manufacturer’s assessment, and other relevant circumstances.

Important Notice for International Buyers

All customs duties, import taxes, customs clearance fees, and other charges incurred in connection with importation are the buyer’s sole responsibility. These charges are not included in the product price or shipping cost.

Before placing an order, please verify the customs duties, import regulations, clearance requirements, and other applicable laws and regulations of your destination country.

If the buyer refuses to pay customs duties, fails to cooperate with customs clearance procedures, refuses delivery, or engages in similar conduct, the order will be treated as a cancellation at the buyer’s convenience.

In such cases, no refund may be issued. If a refund is issued, it shall be limited to the amount remaining after deduction of shipping costs, return shipping costs, customs-related fees, payment processing fees, remittance fees, foreign exchange losses, administrative fees, and other actual expenses.

The Company sells and ships products internationally, and cross-border products are intended, in principle, for personal use by the buyer. If the buyer uses, exports, or distributes products for resale or other commercial purposes, additional tax filings, permits, inspections, and other obligations may arise in the destination country or region. All such obligations shall be handled at the buyer’s own responsibility and expense.

Conditions for Accepting Returns

Even where a product is eligible for return, all of the following conditions must be met:

•       The Company was contacted within 7 days of product delivery;

•       The product is unused;

•       The product is in like-new condition;

•       All manufacturer packaging, accessories, tags, manuals, boxes, and other included items are intact;

•       The product is returned using the method designated by the Company or a reasonable alternative method.

After the returned product arrives at the Company, we will inspect its condition and make a final determination regarding the return, exchange, or refund.

Refunds

If a return is accepted, the refund will, in principle, be issued to the same payment method used at the time of purchase. After refund processing, the actual reflection of the refund may take time depending on the processing status of the payment company, credit card company, or financial institution.

The refund amount shall be handled as follows depending on the reason for the refund:

1. Cases Attributable to the Company or Shipping Accidents

In the following cases, the Company will, at its discretion, provide an exchange, re-shipment, or refund:

•       The product has a significant initial defect;

•       A product different from what was ordered was delivered;

•       The product was damaged during shipping.

The refund scope, return method, and cost allocation in such cases will be communicated individually by the Company.

2. Cases at the Buyer’s Convenience or Attributable to the Buyer

The following cases shall be treated as returns, cancellations, or non-receipt at the buyer’s convenience:

•       Refusal to pay customs duties, import taxes, customs clearance fees, etc.;

•       Non-cooperation with customs clearance procedures;

•       Refusal of delivery;

•       Prolonged absence;

•       Incorrect or incomplete shipping address;

•       Inability to contact the buyer;

•       Incompatibility, voltage differences, size differences, or specification differences due to the buyer’s failure to verify;

•       Inability to use or clear customs due to destination country laws, local certifications, import restrictions, or other destination-related factors;

•       Other causes attributable to the buyer.

In such cases, no refund may be issued. If a refund is issued, it shall be limited to the amount remaining after deduction of the following costs:

•       Outbound shipping costs;

•       Return shipping costs;

•       Customs-related fees;

•       Carrier fees;

•       Payment processing fees;

•       Remittance fees;

•       Foreign exchange losses;

•       Repackaging costs;

•       Administrative fees;

•       Other costs actually incurred by the Company.

If the product is not returned and has been disposed of, confiscated, or lost, no refund will be issued as a general rule.

Cases Where the Company Is Not Liable

The Company shall not be liable for products that are returned, disposed of, confiscated, lost, or undeliverable due to any of the following causes, except where the Company acted with intent or gross negligence:

•       Incorrect or incomplete shipping address;

•       Prolonged absence;

•       Refusal of delivery;

•       Refusal to pay customs duties, import taxes, customs clearance fees, etc.;

•       Non-cooperation with customs clearance procedures;

•       Laws, regulations, customs authority decisions, or administrative decisions of the destination country;

•       Procedures of the shipping carrier or customs authorities;

•       Other causes attributable to the buyer.

In such cases, the order shall be treated as a cancellation or non-receipt at the buyer’s convenience.

Products Not Eligible for Return or Exchange

The following products are, in principle, not eligible for return, exchange, or refund, except in cases of significant initial defect, incorrect shipment, or damage during shipping.

1. Used or Opened Consumable Products

Consumable products that have already been used or opened.

2. Products Not Recognized as Defective by the Manufacturer

Minor individual variations, appearance differences, or conditions within the manufacturer’s specifications that the manufacturer does not recognize as initial defects. Examples: minor LCD misalignment, a small number of dead pixels, scratches from use, etc.

3. Products That Have Been Modified or Adjusted

Products to which peripheral devices have been added, replacement parts installed, or adjustments, processing, or modifications have been made.

4. Products for Which Certificates Were Issued at the Buyer’s Request

Products for which manufacturer certificates, various documents, or individualized handling has been provided at the buyer’s request.

5. Products Restricted from Return or Exchange by Law or Other Reasons

Products that cannot be returned or exchanged due to legal requirements, hygiene reasons, distribution restrictions, or other circumstances.

6. Products with Missing Accessories or Broken Seals

Products with missing tags, manuals, boxes, stickers, protective films, or other accessories, or products whose seals have been removed.

Category-Specific Return Policies

The following product categories are subject to separate specific conditions.

Food & Beverages

Food and beverages cannot be returned, exchanged, or refunded except in cases of initial defect or damage during shipping.

Healthcare & Drugstore Products

Supplements, hygiene products, masks, pharmaceuticals, medical devices, and other health-related products cannot be returned, exchanged, or refunded except in cases of initial defect or damage during shipping.

DIY & Tools

Lumber, large wooden building materials, motorized products, lawn mowers, brush cutters, and similar products cannot be returned, exchanged, or refunded except in cases of initial defect or damage during shipping.

Pet Supplies

Pet food, beverages, supplements, and similar products cannot be returned, exchanged, or refunded except in cases of initial defect or damage during shipping.

Digital Products

Digital music, games, and software downloads cannot be returned or refunded after purchase.

Gift Cards

Gift cards cannot be returned, exchanged, or refunded.

Tickets & Prepaid Products

Admission tickets, service tickets, prepaid cards, and other prepaid products cannot be returned, exchanged, or refunded.

Collectibles

Pokémon cards, trading cards, character plush toys, limited-edition items, autographed products, artwork, prints, posters, figures, memorabilia, and similar collectible items cannot be returned, exchanged, or refunded except in cases of initial defect, incorrect shipment, or damage during shipping.

Additionally, the following are excluded from returns, exchanges, or refunds:

•       Variations in centering, cutting, print position, color, individual differences, exterior condition, shrink wrap condition, minor box damage, stitching variations, embroidery position, stuffing distribution, facial expression differences, fur texture, tag condition, and other differences within the range permitted by the manufacturer or distribution process;

•       Dissatisfaction with grading results from third-party authentication services such as PSA, BGS, or CGC;

•       Subjective condition assessments by the buyer;

•       Future fluctuations in market price, rarity valuation, or investment value;

•       Opened products, or products whose seals, shrink wrap, or protective films have been damaged or removed;

•       Return requests based on buyer’s convenience for products purchased for authentication, resale, grading submission, or other secondary market purposes.

Unless otherwise stated in the product description, the Company may sell collectible items as ungraded or in as-is condition. Differences attributable to the nature of collectible products—including individual variations, storage condition, exterior condition, and differences in stitching or finishing of character plush toys—are not eligible for return, exchange, or refund.

Special Provisions for Bulk Purchases

If a buyer purchases a large quantity of identical or similar products and the Company determines that the buyer has, without reasonable cause, engaged in returns, refusal of delivery, order cancellations, or other conduct that disrupts the Company’s operations, the Company may refuse such returns or suspend or revoke the buyer’s membership.

Return Procedure

If you wish to return a product, please follow these steps:

•       Contact the Company within 7 days of product delivery, including your order number and reason for return.

•       Follow the Company’s instructions to pack the product together with all accessories, manuals, boxes, and other included items.

•       Unless otherwise directed by the Company, return the product using a trackable shipping method.

•       After the returned product arrives at the Company, we will inspect its condition and proceed with the refund or exchange.

For returns at the buyer’s convenience, all return shipping and related costs shall be borne by the buyer. For returns due to initial defects, incorrect shipment, or damage during shipping, the return method and cost allocation will be communicated separately by the Company.

Evidence Preservation and Fraud Prevention

The Company may record and use the following information as reference materials to the extent necessary for handling returns, refunds, exchanges, or chargeback disputes:

•       Product page display content;

•       Consent records at the time of purchase;

•       Order confirmation records;

•       Shipping tracking information;

•       Customs clearance records;

•       Photographs or video taken during packaging;

•       Photographs or video of product condition;

•       Shipping labels, weight records, and other related materials.

If the Company reasonably determines that the buyer has engaged in fraudulent conduct—such as false claims of non-delivery while having received the product, false damage claims, false authenticity disputes, or unjustified chargebacks—the Company may refuse the return, refund, or exchange, and may take further measures including suspension of membership and refusal of future orders.

Estimated Refund Processing Period

After the returned product arrives at the Company’s warehouse or designated location, refund processing will generally begin within 3 business days. Thereafter, the refund may take up to approximately 2 weeks to be reflected in your account or statement, depending on the processing status of the payment company or credit card company.

Important Notice

The cooling-off system applicable to door-to-door sales does not apply to mail-order sales, including the Service.

Return conditions are governed by this Policy, the Terms of Service, product page descriptions, and any applicable specific conditions.

Where specific return conditions, warranty terms, or notices are stated for individual products, such terms may take precedence.