Returns and Refunds
Upon placing an order you agree with the terms and conditions of Otaku’s Ninja online store.
1. RIGHT TO RETURN AND REPLACEMENT
When you shop on Otaku Ninja Hero, you enjoy a 14 day money-back guarantee on all items. During this time, you can return an item purchased from our online store for a full refund.
Please note that shipping costs will not be refunded and that you are responsible for the costs and risks of returning the item back to us.
When filling in the return file and contacting us for the return you have 3 business days for the return item to reach our warehouse.
When the 3 working days have elapsed, we assume that you keep the article anyway and the article will be refused upon delivery to our warehouse after the 3 working days.
it is important to provide us with a valid track and trace code.
Please also note that certain limitations apply to this guarantee; we encourage you to familiarize yourself with these requirements prior to delivery:
- You must have created a Otaku Ninja Hero account.
- The item must be unused. Sealed Box
- There must be no signs of use.
- The product and all accessories, packaging must be returned in their original state.
We reduce or decline your refund if the item has been used or damaged (either by you or on its journey back to us) or is incomplete (e.g. packaging, styrofoam, bolts and pieces,..etc. are missing).
In practical terms, this means you may inspect an item to determine its suitability, but you may not use it; any action that renders the item “used” voids your right to the 14-day money-back guarantee.
Once we receive your return, we will refund your purchase amount within 14 days (subject to the limitations above). If you paid with a credit card, the refund will be credited to your card.
You have, for a period of 14 days, the right to return the ordered articles. Please note that returned articles must be in new condition. Products that have been worn or damaged may not be returned under any circumstances. All products must be packed in the original, unmarked packaging with original hangtags and/or labels still attached including any accessories, manuals, documentation and registration that was included with the product. In case of degradation of the product, we reserve ourselves the right to require an indemnification. We strongly advise you to put sufficient postage on your returns. Packages with insufficient postage arriving at Otaku Ninja Hero’s warehouse will not be accepted.
2. PRICING AND PAYMENT METHODS
All prices indicated in Otaku Ninja Hero’s online store include the legal sales tax. You can choose between the payment methods as indicated on the online store.
3. ACCEPTANCE OF ORDERS
Otaku Ninja Hero’s reserves the right to decline online orders. Whether an order is accepted lies at the discretion of Otaku Ninja Hero’s. If an online order is accepted by Otaku Ninja Hero’s, you will be informed as soon as possible by e-mail (if your email address has been stated correctly).
3.1 CANCELLATION OF AN ORDER.
When the track and trace has already been sent, the order is with the transport service. This means that we have already shipped this order and we can not let the transport service return.
Since the shipping costs are sent to the transport service, we have to deduct these costs in case of cancellation of an order.
When the order is cancelled, and you have already received a track and trace in your mail (spam mail), you must refuse the package when it is offered by the shipping service, it will be sent back to our warehouse. under no circumstances may you accept the package and open it! after arrival at our warehouse it will be checked. Then it will be refunded minus the shipping costs and an additional cost of 6.00 euros for the return shipment.
-If goods with obvious damage to the packaging or contents are delivered, the customer must immediately notify the carrier's employee, refuse acceptance and contact Otaku Ninja Hero's via e-mail at [email protected] so that Otaku Ninja Hero's can exercise its rights against the carrier. this must be done the same day (we will follow up on the track and trace).
- If you receive an article that is damaged or defective, you must notify us immediately by e-mail. Up to 2 days after receipt ( date proof on the track and trace label) you must email us with the damaged article and as many photos as possible of the article itself as well as the packaging.
Outside the period of 2 days you can no longer appeal to "receipt of damaged article" because we can no longer claim it back from the courier service. no exceptions will made.
-All orders are packed under camera surveillance at our warehouse. Before shipping an order, a quality check of the product will be made as well as a layer of grease will be applied for particular swords.
Therefore all complaints with damaged items will be investigated with our quality control team and the camera surveillance footage of how the order and the product has been handled. When the footage shows us no damage to the product and the outer box has no damage, the complained will be void. this means that you might have applied the damages to the product yourself.
Unfortunately we experienced such behavior and blacklisted these customers. Also will there be a complaint for scam.
5. RETENTION OF TITLE
All articles remain the property of Otaku Ninja Hero’s until complete payment has been received.
All personal information will be handled safely. We will hold and use the information needed in order to be able to fulfill transactions and to pass any needed information on to affiliated companies for order processing activities. When processing information, your legal interests will be taken into account according to legal regulations and law. We collect address- and order-information for marketing purposes. In case you want us to stop, or do not want us to any longer use, collect or hand over your information for marketing purposes, you can revoke your approval or inform Otaku Ninja Hero’s. Upon receipt, we will no longer use the information for marketing purposes and we will refrain from sending you related information.
7. EXCLUSION LIABILITY EXTERNAL LINKS
In spite of thorough controls Otaku Ninja Hero’s assumes no liability for the complete contents of the external links, should such links exist. Otaku Ninja Hero’s states to have no control over design and content of the pages that is being linked to. Solely the organizations editing the linked pages can be held responsible for their contents.
Please keep in mind that the color of pictures might slightly deviate from the delivered article due to the way you have programmed your screen and the light intensity that was applicable during the photo shoots. Also, many pieces in our collection are an individual handmade item, no one equates the other one.
9. GENERAL INFORMATION
- After the reception of your goods, you have for a period of 14 days, the right to exchange or return the ordered articles without question or reason. Please use this fair service with sense.
- Repack the item in its original packaging. The item must be unworn, unwashed, not modified or damaged.
- The products must be shipped back to us within 14 days from the date in which the order was delivered. Fill in the return form and insert the form into the package.
- Send your return with sufficient postage
Please note that packages with insufficient postage will not be accepted.
Ask for a proof of shipment with track and trace code, so you can follow the package online. When you notice that the package is not delivered within two weeks, please contact our customer service.
You have after reception of your goods, for a period of 14 days, the right of unconditional revocation of the ordered articles. Please fill in the right product name and size on the return form. It is recommended to check the website if the product is still available
Refunds made to your bank-/PayPal account will show within 14 days after receipt of the return on the statement of your bank-/Paypal-account.
By law you must now be 18 or over to purchase a knife/sword. We age verify all orders, even those placed with Visa or Mastercard Credit Cards (as both are now offered to under 18's), so please make our lives a little easier and fill in all the forms on the checkout page, especially the contact numbers section as we will inevitably need to call some customers to assist with verifying age of the purchaser where background checks have failed. We would also hope you will act responsibly with your new purchase and it is a condition of purchase that you will NEVER CARRY IT IN A PUBLIC PLACE. By purchasing from this site you are commiting yourself to our terms and condition
12. CUSTOMS (NON EU)
buyer is responsible for the accuracy of the customs declaration and to pay any duty and tax.
buyer is responsible to inform if the product purchased is allowed in his/her country.
We are not responsible for any loss, damage, seizure by customs, or when customs destroy the item when prohibited by country.
When an item is seized due to customs regulations we are not responsible for your loss and there can not be any refund as we lose this item aswel.
Therefore, before making any purchase it is the buyers duty to inform if the items are prohibited in your country or allowed
customs regulations: BREXIT,UK, USA CAN AUS,...
All customers outside the EU are subject to customs guidelines of their country or region.
Additional customs fees and charges may apply.
These are at the expense of the buyer, we do not guarantee these costs.
If you wish to return a product, the customs fees and all additional import fees that we "otaku ninja hero" have been charged are at the expense of the buyer.
The product will be refunded, excluding the shipping cost (this will be passed on in full to the shipping company) Excluding any customs fees and any duties.
For the UK + IRELAND:
Due to regulations in the UK and Ireland, curved swords may not be allowed. Please do your own research before ordering. We are not responsible for any loss or confiscation by your customs, there will not be any refunds.
Straight swords and any other merchandise are allowed and are no problem to ship to the UK and Ireland
For UK only: Since Brexit, the United Kingdom (UK) government requires a 20% value-added tax (VAT) to be paid for all international orders below or equal to £135. They require all merchants to pay this via a registration with the UK HM Revenue and Customs. Orders with a higher amount are shifted to the consumer.
We cannot control slight manufacturing variations and are not able to replace items based on these variations, including but not limited to minor paint flaws or figure positioning. Blemishes to packaging will not be considered as part of a damaged figure.