Damaged Product & Replacement Policy
Every order should arrive in good condition and match the product you purchased. If something went wrong during manufacturing, printing, or shipping, please contact us so we can investigate.
Eligible Issues
A product may qualify for replacement or refund when it arrives damaged, defective, incorrectly printed, with a significant manufacturing defect, as the wrong product, in the wrong size or color compared with what was ordered, or missing an item that should have been included in the shipment. Minor variations that are normal to the printing or manufacturing process may not constitute a defect.
Report an Issue Within 30 Days
Please contact otakuinkchan@gmail.com within 30 days of delivery. Include your name, order number, the affected product, a description of the problem, clear photographs showing the issue, a photograph of the packaging when shipping damage is involved, and any additional photographs or video reasonably requested to verify the issue. For multiple affected products, we may request a photograph showing all affected items together.
Resolution
After reviewing the claim, we may provide an eligible customer with a replacement at no additional cost or a refund for the affected item, depending on the circumstances. A replacement may require the normal production and shipping time for that product.
Returning a Damaged Product
Do not mail a damaged or defective product back unless we specifically instruct you to do so. In many cases, photographic evidence is sufficient to investigate the claim.
What Is Not Considered a Manufacturing Defect
A free replacement or refund generally will not be provided for ordering the wrong size or color, change of mind, buyer's remorse, incorrect customer-provided shipping information, low-resolution customer-provided artwork where applicable, minor manufacturing or print-placement variations considered normal for the production method, normal wear and tear, or damage caused after delivery through misuse, improper washing, improper care, or accidents.
Fraudulent Claims
We reserve the right to deny claims involving altered evidence, fraudulent activity, repeated abuse of this policy, or circumstances reasonably indicating that the claimed defect did not occur as described.
Contact
Send claims to otakuinkchan@gmail.com using the subject line: Order Issue — #[ORDER NUMBER].
KitsuMachi · Support: otakuinkchan@gmail.com