Exchange / Returns Policy
RECEIVED A DEFECTIVE ITEM?
We try our best to QC all products before we send them out, but sometimes (rarely actually!), manufacturing defects especially in sealed boxes and packages escape us. Sorry about this in advance!
1. If you received a faulty or wrong item online, email us within 5 days of receiving your order with your order ID and email address used in the original transaction so that we can trace your order.
2. Provide photos of the faulty item next to the envelope / box showing your address and all relevant images that can aid us in our investigations and submissions to the manufacturer or our packing department.
3. We will either send you a replacement or offer a refund for the faulty item depending on the stock situation of the affected item. You may be required to send the defective item back to us.
4. If you are returning an item for refund that you enjoyed free shipping for; we will deduct the shipping fee that we subsidised during your order when making the refund. Seek your understanding on that!
5. Please exchange defective in-store purchases or items collected at at our store within 7 days on your receipt. We will not be able to exchange after 7 days.
The following items are non-refundable / non-exchangeable:
1. All Kuji purchased, whether in-stock or pre-orders, online or offline; are strictly non-refundable at buyer's request, regardless of reasons, including but not limited to:
- Orders are not pulled yet,
- Pre-order arrival delays,
- Stock quantity status in error,
- Change of pull dates,
- Remaining items not as assumed by buyer,
- Host missed out updating the balance on the live shows due to human error,
- Change of mind / no longer needed,
- Mis-read / missed out reading information,
- Delay in shipment,
- and any other reasons.
2. All pre-order items that are not cancelled by manufacturer, regardless of whether there are arrival delays.
3. Singapore online orders: Returns received after 15 days of the original order’s delivered date
4. International online orders: Returns received after 40 days of the original order’s shipment date
5. Costumes or other items that are customised / special sizes
7. Free gifts
8. Treasure and Loot Boxes
Kindly note that all sales are final. No refunds/ cancellations are offered for items that we fulfill according to our product description. We do, however, offer exchanges for change of mind for items not in the list above. Products need to be sent back to us in original unused, unopened condition.
1. In-store purchases need to be brought back within 7 days from date on receipt. Your receipt is required to facilitate the exchange in accordance to our in-store policy.
2. Online purchases need to be sent back to us within 7 days of receiving the order.
3. You are responsible for any costs associated with returning the item to us and relevant redelivery charges.
4. If you choose to exchange for item(s) of higher value, you will be required to top up the difference.
5. For online purchases, if you choose to exchange for item(s) with lower value, we will reimburse the difference in the form of store credit only.
6. For in-store purchases, there are no partial refunds nor store credits for exchanges with item(s) of lower value to the original purchase.
*Otaku House reserves the right to cancel any transactions for any items purchased at our store at our discretion.