Refund policy

Refund & Return Policy

Last updated: November 12, 2025

Final Sale Policy

Unless otherwise stated, all items sold by OtakuPop are FINAL SALE and are not eligible for return or exchange.

This includes, but is not limited to:

  • Anime figures and statues

  • Plush toys and dolls

  • Blind box items

  • Gashapon / capsule toys

  • Display items, decorative collectibles, and designer toys

  • Discounted, clearance, limited, or promotional items

Exceptions apply only under the specific conditions outlined below and are subject to review and approval.

Eligibility for Return or Refund

A return, replacement, or refund may be considered only if:

  • You received an incorrect item, or

  • The item arrived with a verified manufacturing defect or shipping-related damage
    (excluding normal packaging wear or minor cosmetic imperfections)

All requests are reviewed on a case-by-case basis and approved at OtakuPop’s sole discretion.

How to Request Assistance

To request assistance, you must contact us within 72 hours (3 days) of delivery, based on the carrier’s delivery confirmation, by emailing info@otakupopus.com.

Please include all of the following:

  • Your order number

  • Clear photos of the item showing the issue

  • Clear photos of the outer packaging and internal packing materials

  • A complete, continuous unboxing video, showing the package being opened from its original sealed condition to the product inside

⚠️ Do not return any items without written confirmation from us.
Unauthorized returns may not be accepted or processed.

Requests submitted after the 72-hour window, or without the required documentation, may not be eligible for review or resolution.

Missing Item or Incorrect Quantity

If an item is missing or the quantity received is incorrect, please notify us as soon as possible after delivery and provide:

  • Your order number

  • Photos of all items received

  • Photos of the outer packaging and packing materials

We will investigate once verification is completed.

When Returns or Refunds Are Not Accepted

Returns, refunds, or replacements will not be accepted under the following circumstances:

  • Requests submitted more than 72 hours after delivery

  • Tracking shows the package as Delivered, but it cannot be located
    (Please contact the shipping carrier directly to file a claim.)

  • Issues caused by incorrect or incomplete shipping information provided by the customer

  • Orders shipped using customer-provided shipping labels

  • Blind box or final sale items, except in cases of verified manufacturing defects

  • Claims submitted without a complete unboxing video

  • Normal wear, minor paint variations, or packaging imperfections

Refund Method & Processing Time

If approved, refunds will be issued to the original payment method within 3–5 business days after approval.

OtakuPop reserves the right to refuse any return or refund request that does not meet the conditions outlined in this policy.

Goodwill & Discretion Clause

In certain cases, OtakuPop may, at its sole discretion, offer store credit or alternative resolutions as a goodwill gesture.

Such gestures:

  • Are not guaranteed

  • Do not constitute an admission of fault

  • Do not override or modify this policy

Store Opening Notice

Our physical retail location is currently under preparation and is scheduled to open in December 2025.

Online orders through this website remain available as usual.

For any questions, support requests, or wholesale inquiries, please contact us at:
📧 info@otakupopus.com