Widerrufsrecht

1. Order Cancellations and Changes

To ensure fast and accurate delivery, we are generally unable to accept changes or cancellations once an order has been confirmed.
However, cancellations may be accepted before shipment if the following cancellation fees are paid:

● Cancellation Fees

• 10% of the item price

• Base cancellation fee: 1,000 JPY (tax included)

● Pre-Shipment Cancellations

• Shipment preparation begins immediately after an order is confirmed.

• Once shipping procedures have started, cancellation may no longer be possible.

• For sourced (buy-to-order) items, cancellations may not be accepted even before shipment.

● Post-Shipment Cancellations

If the order has already shipped, the customer is responsible for:

• The cancellation fees listed above

• Round-trip shipping costs

● Refused Delivery / Unclaimed Packages

If an order is returned due to refusal of delivery or because the storage period expired,
the same cancellation fees and round-trip shipping costs will be charged.

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2. Cases Where Cancellations / Returns / Exchanges Cannot Be Accepted

We are unable to accept returns or exchanges in the following situations:

• More than 8 days have passed since the item arrived

• The item has been opened or used

• Damage or stains occurred during customer use

• Sale items or items purchased with discount codes

• Purchases intended for returning unnecessary items
  (e.g., buying multiple sizes/colors to return the unwanted ones)

※ Shipping and handling fees are non-refundable.

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3. Manufacturing Defects (Handled by Manufacturer)

Please note the following important points:

• We are not responsible for manufacturing defects.

• Final determination of whether an issue is a defect is made solely by the manufacturer.

We recommend contacting the manufacturer directly via the support information printed on the product packaging.

● Hobby Items / Figures

• Paint variations and individual differences may be considered “within specification.”

• We cannot determine what is acceptable or defective—only the manufacturer can.

• Many hobby products are produced in limited, single-run batches, meaning replacement stock may not exist.

We can inquire with the manufacturer on your behalf, but:

• Response depends on the manufacturer (case-by-case)

• If the manufacturer’s complaint window has passed, no support is possible

If a replacement is approved:

• The customer must return the defective item (shipping cost borne by the customer)

• Shipping costs and any fees for the replacement item are also the customer’s responsibility

● Damage to Outer Box

Dents, scuffs, or other damage to the outer box are not covered under warranty.

Manufacturers consider the box to be packaging material, which means it is not eligible for compensation even for collectors.

We understand that many collectors value the condition of the box; however, please note:

Boxes may naturally deteriorate over time depending on storage conditions

Boxes may also be damaged during transit due to mishandling by the shipping carrier

● Prize Figures

Prize figures are produced under lower quality standards and priced accordingly.
Ninoma generally cannot offer replacements or refunds for:

• Minor paint defects

• Small imperfections

• Damage repairable with adhesive

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4. Damage During Transit

If you believe the item was damaged during shipping, please follow these steps:

1. If the shipping box is visibly damaged, open it in the presence of a postal worker if possible

2. Keep all packaging materials and documents

3. File a damage claim with your local post office and obtain a claim/case number

4. Take detailed photos of the damage

5. Write a brief description of the issue

6. Send the photos, description, and claim number to us

We will then begin an international damage claim through Japan Post and your local postal service.
Please note that investigations may take several weeks to months.

※ Damage limited to the outer box is not covered.

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5. Non-Returnable Items

We cannot accept returns for the following:

• Perishable goods (food, flowers, plants, etc.)

• Custom or personalized items

• Personal care items (cosmetics, etc.)

• Hazardous materials, flammable liquids, or gases

• Sale items and gift cards

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6. EU 14-Day Cooling-Off Period (EU Deliveries Only)

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without explanation.

Items must be:

• Unused and unopened

• In the same condition as received

• In their original packaging

• Accompanied by proof of purchase

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7. Refunds

After we receive and inspect the returned item, we will notify you of approval or rejection.
If approved, refunds will be issued to your original payment method within 10 business days.

Please note:

• Banks and credit card companies may require additional processing time

• Any fees charged by credit card companies, banks, or PayPal are the customer’s responsibility

If more than 15 business days have passed since approval, please contact us.

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8. Payment Disputes

If you are unhappy with your order, please contact us first.
We will work with you to find a personalized solution.

If an external dispute is opened (PayPal dispute, chargeback, etc.),
you may be restricted from shopping with us in the future.

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9. Account Restrictions

Repeated order cancellations or delivery refusals may result in:

• Order limitations

• Temporary or permanent account suspension

We appreciate your understanding and cooperation in helping us provide a smooth and reliable service.

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