Returns & Refund Policy

At OTAKI, we carefully inspect and pack orders before they are shipped. Because many of the products we sell are collectible, hobby, model kit, and specialty items, OTAKI does not accept ordinary returns or refunds for change of mind, unwanted items, opened products, or items that have been used or assembled, except where otherwise required by applicable law, including the EU-specific return rights described below.

By placing an order with OTAKI, you acknowledge and agree to the terms of this Returns & Refund Policy, subject to any rights you may have under applicable consumer protection laws.

Order Changes and Cancellations

For online orders, customers have a one-hour window after placing an order to request a cancellation at no charge. If a cancellation is requested within this window, OTAKI will cancel the order and issue a refund to the original payment method.

After the one-hour cancellation window, customers may contact OTAKI if their order has not yet shipped. While we cannot guarantee that changes or cancellations will be possible, we will be happy to see whether we can accommodate the request.

If OTAKI agrees to cancel an order after the one-hour window but before the order has shipped, the customer will receive a full refund.

Customers who wish to change an item in an order may also contact OTAKI before the order ships. We may be able to swap an item or otherwise modify the order, depending on the circumstances.

Once an order has shipped, changes and cancellations generally cannot be made, except where otherwise required by applicable law.

European Union Orders

For customers located in the European Union, cancellations may be requested at any time before the order has been fulfilled, subject to applicable EU consumer protection laws and the terms of this policy.

Where an EU customer cancels an order before fulfillment, OTAKI will process the cancellation and refund any amounts paid in accordance with applicable law.

Damaged Items

If an item arrives damaged, please contact OTAKI within 1 day of delivery and provide photographs of the damaged item, product packaging, and shipping packaging.

Minor cosmetic imperfections to packaging, such as slightly bent or creased corners, do not qualify for a refund. If the packaging has been significantly crushed, caved in, or damaged during shipping, OTAKI will review the situation and determine an appropriate resolution. Depending on the severity of the damage, this may include a partial refund, replacement, or another resolution.

Customers must keep the original product and shipping packaging when submitting a damage claim. Claims may be denied if the original packaging and shipping materials have been discarded, except where applicable law provides otherwise.

Defective Items and Missing Parts

If a product is defective or arrives with a missing or damaged part, please contact OTAKI within 2 days of delivery and provide photographs and details of the issue.

OTAKI will first attempt to work with the manufacturer to obtain a replacement part when possible. For example, if a figure is missing an optional accessory, OTAKI may assist the customer in contacting the manufacturer for a replacement.

If the manufacturer is unable to provide a replacement or otherwise resolve the issue, OTAKI will review the situation and may offer a replacement product if one is available or a refund of the affected item.

Products that have been damaged by the customer during assembly, modification, painting, handling, or use are not considered defective. OTAKI may nevertheless be happy to provide advice or assistance where possible to help customers repair or resolve the issue.

Model kits that have been opened, partially assembled, or fully assembled are non-returnable and non-refundable, except where a return or refund is required by applicable law.

Incorrect Items

If OTAKI sends you an incorrect item, please contact OTAKI within 1 day of delivery and provide photographs of the item received.

If OTAKI confirms that the incorrect item was shipped, we will arrange for the correct item to be provided and will cover the reasonable costs associated with correcting the error.

European Union Returns

This section applies specifically to customers in the European Union, including all 27 EU member states.

EU customers have the right to request a return within 14 days from the date on which the last item in their order is delivered, subject to applicable EU consumer protection laws and any applicable legal exceptions.

The 14-day period is calculated from delivery of the last item in an order where an order contains multiple items delivered separately. Where the applicable period would otherwise end on a weekend or public holiday, the return period is extended in accordance with applicable law.

How to Request an EU Return

EU customers wishing to exercise their return rights should initiate the return through their OTAKI customer account:

https://shopify.com/73512648865/account

Customers should provide the required order and return information through the available return process. OTAKI may provide additional instructions regarding how and where the item must be returned.

Returned products should be handled and packaged appropriately and returned in accordance with applicable EU consumer protection requirements.

Certain products or circumstances may be excluded from the statutory right of withdrawal where an applicable legal exception applies.

EU Refunds

Once OTAKI receives the returned item, we will review the return and process any applicable refund in accordance with applicable EU consumer protection laws.

Where a refund is approved, it will generally be issued to the original payment method.

OTAKI will process the applicable refund within the timeframe required by law after the return has been received or the customer has provided appropriate evidence that the item has been returned, as applicable.

Where applicable law requires OTAKI to reimburse standard delivery charges associated with the original order, those amounts will be handled in accordance with the applicable legal requirements.

Customers may be responsible for return shipping costs where permitted by applicable law and where OTAKI has properly disclosed that responsibility before the purchase.

The statutory EU right of withdrawal is separate from OTAKI's voluntary return policy for customers outside the European Union.

Sale and Clearance Items

All sale and clearance items are final sale, except where applicable law provides a customer with a mandatory cancellation, return, refund, or other remedy.

Sale and clearance items cannot be returned or refunded due to change of mind, condition, or preference where no statutory return right applies.

If OTAKI sends an incorrect item, the order will be corrected in accordance with our Incorrect Items policy. Otherwise, sale and clearance purchases are final, subject to any rights provided by applicable law.

Pre-Orders and Special Orders

Pre-orders are paid in full at the time the pre-order is placed. Any amounts paid toward a pre-order are non-refundable, except where a refund is required by applicable law.

When the pre-ordered item arrives, OTAKI will contact the customer and arrange shipping. Any applicable shipping charge will be collected at that time.

If a customer cancels a pre-order, OTAKI will not refund amounts already paid toward the pre-order except where required by applicable law. However, the customer will not be charged the shipping cost that would have been collected when the item arrived.

Special-order items are subject to the same cancellation and refund terms as pre-orders. Amounts paid toward special orders are non-refundable except where applicable law requires otherwise.

For customers located in the European Union, the applicable EU cancellation and statutory return rights described in this policy will apply where required by law.

Refunds

Where OTAKI approves a refund, the refund will be issued to the original payment method.

For approved returns or refunds requiring an item to be sent back to OTAKI, the item must be returned as instructed and in the required condition. OTAKI will review the item upon receipt before issuing the refund, except where applicable law requires otherwise.

Once OTAKI receives the returned item and confirms that the claim is valid, the approved refund will generally be processed the same day.

For EU returns, refunds will be processed within the timeframe required by applicable EU consumer protection laws.

Any return shipping responsibility will depend on the circumstances of the claim and applicable law. Where OTAKI is responsible for an incorrect or otherwise approved return, OTAKI will provide instructions regarding the return process.

Local Pickup Orders

Orders placed online for local pickup are subject to the same policy as shipped online orders, except where applicable law provides otherwise.

For local pickup orders, the applicable pickup date is considered the date the customer receives the order from OTAKI.

Any approved return for a local pickup order must be brought back to the OTAKI store unless OTAKI provides different instructions.

No General Return Policy

Except for statutory rights that may apply, including the EU return rights described above, OTAKI does not offer a general return period for customers who simply change their mind after the applicable cancellation window.

We encourage customers to carefully review product descriptions, specifications, photos, sizing, compatibility, and other available information before completing an order. If you are unsure about a product before purchasing, please contact OTAKI and we will be happy to help whenever possible.

Consumer Rights

Nothing in this policy is intended to limit, exclude, or waive any rights or remedies that a customer may have under applicable consumer protection laws.

Where applicable law provides a customer with a cancellation, refund, return, withdrawal, warranty, or other remedy that differs from this policy, OTAKI will comply with those legal requirements.

For customers in the European Union, the statutory consumer rights applicable to their purchase, including the applicable right of withdrawal and associated refund rights, will apply notwithstanding any conflicting provision in this policy.

For questions regarding an order, cancellation, damage, defect, missing part, incorrect item, or return, please contact OTAKI as soon as possible so we can review the situation and determine how we can assist.