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Política de reembolso
About Shipping insurance
This option is optional for customers.
This insurance is provided by the shipping carrier (EMS, FedEx, DHL, etc.).
If you wish to take out this insurance, you must not open the package. Multiple photos or videos may be required for insurance purposes.
If the shipping carrier's insurance is not available for some reason, we may not be able to guarantee the full amount of the shipment.
Insurance may not be applicable if the merchandise is suspected to be stolen.
In-stock items
As a general rule, once your order has been placed it cannot be cancelled. Should however special circumstances apply, a cancellation is possible and a restocking-fee of 10% will be deducted from your ordered items' value, the minimum fee being ¥1000. PokeNinJapan reserves the right to decide on a case-by-case basis whether to accept a cancellation request or not.
Orders that have already been shipped cannot be cancelled. Customers who want to return a shipped order may refer to our return policies.
Pre-order items
Cancellation of Pre-Order item will be subject to a cancellation fee of 20% of the product price, the minimum fee being ¥1000.
Return Policy
Returns
All returns must be approved in advance by our support staff.
Please contact support@pokeninjapan.store if you want to return your order.
Any approved return must be sent back to us within 7 days after delivery. A 25% cancellation fee, less shipping charges, is required. The same applies if the package is returned without payment of customs duties. The customer is also responsible for return shipping costs to Japan. the minimum fee being ¥1000. The customer is responsible for bearing all costs associated with the return.
Returns need to meet all of the following conditions:
- All items must be complete, undamaged and in saleable condition
- New items must be factory sealed and unopened
- Returns have to be sent via registered mail
- All items have to be in their original packaging and well packed for shipping
- A print-out of the invoice must be included
It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be paid out after the arrival of the returned item(s).
Compensations & Refunds
If exceptional circumstances apply, refunds in can be offered and will be issued in Japanese Yen. We reserve the right to decide this on a case-by-case basis.
Please note that PokeNinJapan does not cover any fees charged by your credit card company or PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.