Refund policy

1. HOW TO REQUEST A RETURN

To process any return, follow these three steps. First, write to us by email at

To process any return, follow these three steps. First, write to us by email at support@otakuvillagestr.com with the subject "Return – Order No." Include your full name, order number, and the item you wish to return. If it is defective, attach photos of the damage.

Within 48 business hours, we will confirm the return and send you the prepaid shipping label. Print it, stick it on the package, and drop it off at the indicated collection point.

Once we receive the item, we will inspect it within 72 business hours and process the refund within a maximum of 14 calendar days using the same payment method used for the purchase (card, PayPal, transfer, etc.). Your bank may take an additional 3–5 days to reflect it.

2. WHEN CAN YOU RETURN AN ITEM?

A) Withdrawal without reason — 14 calendar days

You have 14 calendar days from the receipt of the order to return any item without needing to provide a reason, under the right of withdrawal recognized by article 102 of Royal Legislative Decree 1/2007 (TRLCU). The item must be in the same condition as you received it, with all its original accessories and documentation. Returns due to withdrawal do not include the original shipping costs, unless the error is attributable to Otaku Village. The return shipping cost is on us.

B) Defective, damaged, or incorrect item

If you receive a defective item, one with original damage, or one that does not match your order, you can claim during the entire legal warranty period. You choose between two options: replacement, where we send you the same new item at no additional cost, or a full refund of the item price plus the original shipping costs, within a maximum of 14 calendar days. In both cases, all pickup and reshipping costs are on us.

C) Item damaged during transport

If the package shows visible external damage, report it to the carrier at the time of delivery. Keep the box and take photos of the external damage before opening it. Write to us at support@otakuvillagestr.com within 48 hours attaching those photos.

3. RETURN DEADLINES

The deadline to exercise the right of withdrawal without giving a reason is 14 calendar days from receipt of the order. For defective or incorrect items, the deadline covers the entire legal warranty period: 3 years for new items and 1 year for second-hand items, counted from the delivery date. If the item was damaged during transport, you must notify the carrier at delivery and inform us in writing within 48 hours, providing photos of the damage and the outer packaging.

4. ITEMS NOT ELIGIBLE FOR RETURN BY WITHDRAWAL

According to article 103.1 of the TRLCU, the following items are excluded from the right of withdrawal:

•Sealed products opened after delivery (cards, envelopes, sealed boxes, etc.) when opening prevents their subsequent sale.

•Personalized items or those made specifically to the customer's order.

•Incomplete products: without original accessories, missing parts, or with missing elements.

•Preorders of limited editions configured according to customer specifications (art. 103.1.b TRLCU).

These exceptions apply only to withdrawal. If any of these items arrive defective, the legal warranty still applies.

5. LEGAL WARRANTY ACCORDING TO PRODUCT CONDITION

Second hand: previously used item that may show signs of use. Each product listing includes photos, description of defects, and wear. The applicable warranty is 1 year from the delivery date.

Like new: new, but may have been opened by the seller (e.g., upon receipt from Japan) to optimize packaging. It may come without the original seal. The applicable warranty is 3 years from the delivery date.

New sealed: with original factory seal, unless the product listing states otherwise. The applicable warranty is 3 years from the delivery date.

6. FREQUENTLY ASKED QUESTIONS

What if the 14 days have already passed?

If the item has a manufacturing defect, you are still covered by the legal warranty (1 or 3 years depending on the product condition). Write to us and we will review the case.

Can I exchange it for another item?

Yes. Indicate it in the email and we will confirm availability.

What should I do if the package arrived damaged?

Report the issue to the carrier, keep the box, and take photos before opening it. Write to us within 48 hours with those photos.

When will the money appear in my account?

We process the refund within a maximum of 14 days from when we receive the item. Your bank may take an additional 3–5 days.

Can I return a gift item?

Yes, as long as you have the original order number. Indicate it in the email and we will find the best solution.

What happens if I’m not home?

The carrier will make a second attempt. If you are still unavailable, the package will be left at the nearest collection point (post office or associated convenience point) for 15 days.