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Refund policy

Refund policy

Returns & Refunds

OTAKUWA sells official Japanese and Chinese editions sourced from authorised retailers and distributors. We want you to be happy with what arrives, and we give you 30 days from the day you receive your order to request a return — longer than the 14 days required by EU consumer law.

Your statutory right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. This right is granted by the EU Consumer Rights Directive and by Spanish law (Real Decreto Legislativo 1/2007). Our 30-day window is offered in addition to that right and does not replace or limit it.

When we accept a return

  • You contact us within 30 days of receiving your order.
  • The item is in the condition you received it — unused, undamaged, with any obi, slipcase, poster, insert or bonus item included.
  • The item you received is not the one you ordered.
  • The item arrived damaged, or has a manufacturing defect.

When we cannot accept a return

  • More than 30 days have passed since delivery.
  • The item shows signs of use — creased spines, written or marked pages, removed shrink-wrap on a sealed item, opened card or sticker packs.
  • Bonus inserts, obi strips or promotional items are missing.
  • The item was described as used, second-hand or imperfect, and the issue you are reporting is the one described in the listing.
  • Minor variations in colour, printing or finish between production runs, which are normal for Japanese printed editions.

How to start a return

Email support@otakuwa.com with your order number and, where the item arrived damaged or incorrect, photographs showing the problem. We reply with return instructions and the address to send to. Please do not send anything back before contacting us — returns sent without prior agreement cannot be processed.

Return shipping costs

  • If the item is faulty, damaged or incorrect, we cover the cost of return shipping.
  • If you are returning for any other reason, including the statutory right of withdrawal, you pay the cost of returning the item to us.

We recommend a tracked service. Until a returned parcel reaches us, it remains your responsibility, and we cannot refund an item that does not arrive.

Refunds

Once we receive and inspect the item, we issue your refund to the original payment method within 14 days. We refund the price of the item and, where the whole order is returned under the right of withdrawal, the standard outbound delivery cost. Where you chose an express or upgraded delivery service, we refund up to the cost of our standard service.

Bank and card processing times vary; your provider may take a few additional days to show the credit.

Damaged in transit

Tell us within 14 days of delivery if your parcel arrives damaged. Keep the packaging and send us photographs of both the item and the box — carriers require these to accept a claim.

Exchanges

Because most titles are imported to order and stock is limited, we handle exchanges as a return plus a new order. Contact us and we will tell you whether the replacement is available before you send anything back.

Order cancellation

Orders can be cancelled at no cost while they are still being sourced. Once an item has shipped from our supplier, the return process above applies instead.

Complaints

If you are not satisfied with how we handle a return, you may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.