Refund policy
Returns (Replacements)
At this time we do not offer returns or exchanges however we do offer replacements for items if they are found to be defective or damaged and a suitable replacement is available. We will attempt to provide you with a suitable replacement should the one we first shipped be found to have factory defects beyond the acceptable quality provided by the manufacturer of the product shipped. Acceptable quality standards do no apply to non-retail items such as Japanese amusement center prize figures (e.g. items by Banpresto, FuRyu, Sega, Taito, Ichiban Kuji etc) so we cannot honor any claims of factory defect on items such as these which have less strict production quality standards. Additionally if you suspect damage may have occurred to your item due to the mishandling of postal delivery services please also inform us so that we may open up a claim to recoup the insurance cost of the item in order to provide you with a replacement if the claim is honored. Please send us an email and any pictures/video proof that the item was defective upon opening or possibly damaged in transport to osaka-momma@osaka.zaq.jp or instant message us here or at our Instagram Message to allow us the chance to correct the situation.
Several types of goods are exempt from being replaced. Perishable goods such as food, flowers, newspapers or magazines cannot be replaced. We also do not sell or accept requests of products that are intimate/adult or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-replaceable, non-refundable items:
- Any proxy purchase requests for items on Japanese Auction websites
- Gift cards
- Ultra rare one of a kind collectible items such as cards, figures (replacements may not be available due to rarity)
- Downloadable software products
- Some health and personal care items
- Apparel or clothing (please check sizes thoroughly and confirm prior to)
- Retro video game hardware and other discontinued electronics
- Retro video game software (physical cartridge/disc media)
- Any electronics item which may operate only on Japanese voltage system
Any requests for items off of Japanese Auction sites must be paid in full in advanced in order for us to be able to attempt to bid up to your pre-determined limit on such items. Anything successfully bid on and won is completely ineligible for any cancellation, return or replacement of any kind with exception of damages due to mishandling in shipping. Your item will additionally not be shipped if shipping has not also been paid for in full after we possess the item and are able to properly calculate its cost in shipping to overseas. Hopefully insurance may cover the cost of any carrier damages which can at that point be refunded to you but a replacement is never guaranteed and totally up to availability on the auction site of your choice. We appreciate your understanding regard these items.
With regard to classic Japanese gaming systems and cartridge or disc media, all of these items are sold locally to us legally binding that they have been tested and proven to work from those second hand retail dealers. Given the nature and age of such items they are not guaranteed to last very long with constant usage if proper maintenance and care is not taken. If the item does not operate normally after receiving it we can only assume that damage in delivery or improper care may be the cause, such as but not limited to: exposure to corrosive material or oils from human skin contact on sensitive components, improper voltage protection upon plugging the hardware into a voltage range different to that of Japans power grid, and or abrupt jolting of sensitive components after having been dropped in shipping or on arrival to the customer. If you suspect a product does not work on arrival because of mishandling by postal services please contact us immediately so that we may make a damages claim and attempt to send a replacement if the claim is honored. For all other claims we must regretfully inform that these items are considered buy at your own risk, understanding that the buyers have some general knowledge on how to diagnose and repair such problems on their own.
To complete your eligible replacements, we require a receipt, paid invoice or proof of purchase.
Please do not send your purchase back to us or to the manufacturer.
Cancellations/Refunds
Due to several claims abuses during the pandemic our store is no longer accepting full refunds and or free cancellations by request of the customer. An order will automatically be cancelled and fully refunded only in the event that our store could not provide the promised item. This includes but is not limited to missed auction bids, restocking status errors when an item was not found on-hand but was still purchasable from our website, and or unforeseen sudden country shipping service stoppages/restrictions such in the case of active warzone conflicts or natural disaster events which may block air freight temporarily. In the event that our store has no problem to provide you with the item(s) purchased and the item(s) have yet to be shipped and are still on-hand but the customer wants to cancel out of personal desire/circumstance/convenience currently our shop can only process such requests by taking a 40% cancellation and restocking fee on the total cost of the entire order. In the event that an item has already been shipped we cannot accept any cancellations or refunds whatsoever. Proof of service fulfillments will be pre-emptively provided to PayPal for any post shipment complications, claims or discrepancies outside of Shopify. If you desperately need to cancel an order which has not shipped yet please contact us immediately via Instagram Message for the fastest response.
Late or missing refunds (if applicable)
If you were approved for a refund and haven’t received it yet, first check your bank account or paypal status again.
It may take some time before your refund is officially posted. If your PayPal is connected to a credit card please contact the card company to verify that no exchanges were stopped or blocked by the card company in regards to getting funds sent back.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at osaka-momma@osaka.zaq.jp or Instagram Message so that we can find a proper resolution to the situation.
Pre-Order items (especially pre-order nendoroids)
We cannot accept any refunds for pre-order items whatsoever. If the item is found to be defective from the factory we can arrange for handling the situation as a damaged replacement item that can be provided to you free of charge so long as the manufacture of that product also can confirm the damage and provide us with the needed replacement. Prize figures such as crane game items like Banpresto Qposket or Ichiban Kuji scale figures unfortunately are not sold as normal retail items because originally they are prizes won from crane game machines hence do not have any manufacturer guarantee of quality/return policy so we cannot offer a return policy for those items as pre-orders. After they have been released and are regularly available from second hand retailers then it is possible to discuss handling replacement should we discover that your item was found to be quite defective upon opening.
Simultaneous Purchase/Inventory Sync Error Full Refunds or Price Updates
Because of the type of ecommerce platform we are using to run the site due to high volume sometimes more than one customer may be attempting to purchase the same product when it’s the last in our inventory. In such an instance it is possible for customers to order products which have actually become sold out but the site had not yet processed the update or synced soon enough for the real-time availability of an item to be visible. In the event that you purchase an item which has actually fallen out of sync and is in fact out of stock we will send you an email/instant message notifying you that the item is actually out of stock and send you an immediate full refund if its determined that an item is too old or too rare to be found available again. If you are certain that you still would like to purchase the item that was found to be out of stock we can initiate a new figure search at local shops and provide you an estimate for an updated cost as the price may either decrease or increase once we would be able to relocate a replacement from a local retailer and get the item restocked on-hand. Please stay in constant coordination with us so that we can come up with the best solution for either confirmation of full refund or pricing adjustment and continuation to attain a restock on the current order should the item(s) still be available somewhere else within Japan.
Questions about Replacements, Cancellations, and Refunds should be sent to us at osaka-momma@osaka.zaq.jp or instant message us here or at our Facebook Page.