Widerrufsrecht

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

• All items must be complete, undamaged and in sellable 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

Any item that does not meet the conditions above will not be refunded or exchanged.
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).

Please note that returns will need to be sent to the following address:

[3-7-21,Hirao,Chuo-ku,Fukuoka City, Japan,810-0014]

All returns must be approved in advance by our support staff.
Please contact support@ninoma.zendesk.com if you want to return your order.

 

Manufacturing defect

Please note that we are not responsible for any manufacturing defects. 
The manufacturer alone is responsible for addressing any issues related to product defects.

If you receive an item that appears to have an initial defect, we recommend that you directly contact the manufacturer’s support desk, which can be found on the product packaging. 
This is because certain concerns—especially with hobby products such as figures—may involve slight differences in paint application compared to sample images. 
Whether an issue is classified as a manufacturing defect or falls within acceptable production variance is determined solely by the manufacturer, and we are unable to make this assessment.

Additionally, many hobby products are produced in limited quantities, often in a single production run. 
As a result, we do not always have replacement stock readily available. 
In many cases, if we were to act as an intermediary between the customer and the manufacturer, the resolution process could take significantly longer.

We can inquire with the manufacturer on your behalf to see if a resolution is possible; however, this process is handled on a case-by-case basis. 
Please be aware that manufacturers often have a limited complaint period, and there is no guarantee that we will be able to contact them regarding your issue.

If the manufacturer agrees to provide a replacement, we can assist with the request. 
However, most manufacturers require defective items to be returned before issuing a replacement. 
This means you will need to send the defective item back to us, and all international shipping costs and fees related to the return and reshipment of the replacement item will be the customer’s responsibility.

Please note that we cannot be held responsible for damages to the product’s outer packaging. 
If the product’s box is damaged but the item itself remains unaffected, it will not be covered under our warranty or return policy.
Additionally, manufacturers consider the product’s box to be part of the packaging material rather than an essential component of the item itself. 
While we understand that collectors may value the condition of the box, please be aware that boxes may experience wear over time due to storage conditions or sustain damage during transit due to mishandling by the shipping carrier.

■Prize Figures

Please note that Ninoma will usually not be able to provide replacements or refunds for minor paint defects, imperfections, or damage that can be repaired with adhesive for Prize Figures, as they are held to a lower quality standard by makers and also sold at a lower price because of this.

Damage occurred during transit

If the damage appears to be caused during shipping, we advise you to follow these steps:

1. If the shipping box shows visible damage, please open it in the presence of a postal service representative, if possible.
2. Keep all packaging materials and documents that came with the order.
3. File a damage claim with your postal service and ensure you receive a document containing a claim/case number.
4. Take detailed pictures of the damage.
5. Write a brief description of the issue.
6. Send us the pictures along with the description.

We will then assist you in initiating a claim through the international reclamation system provided by Japan Post and your local postal service.
Please note that the investigation process may take several weeks or months to complete, and we appreciate your patience throughout the process.

Please note that we are unable to accept responsibility for damage limited to a product's outer packaging.
Item box damage that does not affect the item inside is not covered by the warranty.
Each manufacturer also claims that item's box is a packing material.
We know that the box is important, especially for collectors, but it does happen in some cases due to the mishandling shipping carrier.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note that NINOMA does not cover any fees charged by your credit card company or your bank, PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@ninoma.zendesk.com.

 

 

If you are unhappy with your order, we will work out a personalized solution for you.
We highly recommend resolving issues directly with us and not externally through payment disputes.

If you choose to resolve the issue externally, such as through PayPal or through chargebacks, you may not be able to shop with us again.