Refund policy

Last updated: 26 September 2026.

Returns and refunds

This policy covers anime merchandise bought from Otaku Gems, including our Chibi Crate mystery-box range. The complete-crate return requirements below apply only to a cancellation of a Chibi Crate purchase, not to individual merchandise or to statutory remedies for faulty goods.

We offer statutory returns only. We do not offer an additional voluntary change-of-mind return period or a voluntary exchange scheme. Your legal cancellation rights and your rights if goods are faulty, damaged, missing or not as described remain unaffected. Mandatory consumer protections that apply where you live also remain unaffected.

UK online cancellation rights

If you buy as a UK consumer, you can cancel without giving a reason by notifying us within 14 days after the day you, or a person you nominate other than the carrier, receives the goods. If goods from one order arrive on different days, the period runs from receipt of the last item. You can also cancel before delivery, including before dispatch.

After telling us you wish to cancel, send the goods back without undue delay and no later than 14 days after the day you notify us.

A mystery crate is not excluded from cancellation simply because its contents are a surprise. Anime preferences do not, by themselves, make a crate personalised or custom-made for the purposes of an exemption from cancellation rights.

How to cancel

Email support@otaku-gems.com or write to us at the address below with a clear statement that you wish to cancel. Please include your order number or other details that help us identify the purchase. You may use the optional form at the end of this policy, but do not have to. You do not need prior approval or a reply from us for a valid cancellation to take effect.

Returns and postal cancellations:
Otaku Gems Returns / OTAKU GEMS LTD
82a James Carter Road
Mildenhall, Bury St. Edmunds
England, IP28 7DE
United Kingdom.

Returning goods and original packaging

For a statutory change-of-mind cancellation, you are responsible for the direct return-postage cost, provided we informed you of that responsibility before purchase. If we did not, we bear that cost as required by law. Keep proof of posting. Tracked postage is recommended, not compulsory.

Please retain the original packaging and return it wherever reasonably possible, including the outer crate, individual product boxes, protective inserts, accessories and labels. Pack everything securely for return. Keep goods in their original condition apart from the handling reasonably needed to inspect them, and avoid unnecessary use, removal of labels or damage to packaging.

When cancelling a Chibi Crate purchase, return the complete crate with every item and accessory supplied. You cannot keep selected items and receive a refund for the whole crate. This does not require you to return unrelated merchandise bought in the same order, or restrict any statutory right to a remedy for a faulty item.

Opening packaging does not automatically remove your cancellation or faulty-goods rights. Original packaging and unopened seals are not absolute conditions of those rights. You may handle goods as reasonably necessary to establish their nature, characteristics and functioning, broadly as you would be allowed to in a shop.

Handling and possible refund deductions

For a statutory cancellation, we may deduct the actual loss in value caused by handling beyond what is necessary for that inspection, but only where the law permits and we supplied the required cancellation information before purchase. Unnecessary use, damage or disposal of product packaging may affect value; opening packaging alone does not justify an automatic deduction. Any deduction must reflect the actual diminished value, not a fixed penalty. We assess the condition and completeness of returned goods and may use photographs, inspection records and other relevant evidence to assess any loss in value. If we make a deduction, we will explain the amount, the handling that caused the loss and the evidence supporting our assessment. This assessment does not extend the legal refund deadline.

We do not charge a restocking, cancellation or refund-processing fee. The handling rules for change-of-mind cancellations do not replace or restrict your separate rights when goods are faulty or not as described.

Cancellation refunds and delivery charges

We refund without undue delay and no later than 14 days after we receive the goods back or you provide evidence that you have sent them back, whichever happens first. We may withhold the refund until that point unless we have offered to collect the goods. If we have offered collection, or no goods need to be returned, we refund without undue delay and within 14 days after being told of your cancellation.

If you cancel the whole order, we also refund the cost of our least expensive standard delivery option available for that order. If you chose a more expensive delivery service, we do not have to refund the extra cost. For a partial cancellation, any delivery-charge refund depends on the applicable legal entitlement.

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee.

Faulty, damaged, incorrect or missing goods

Email us with your order details and a description of the problem as soon as reasonably possible. Photos may help us investigate but are not an absolute condition of a remedy. A request to contact us promptly does not shorten any statutory deadline.

For UK consumers, goods must be of satisfactory quality, fit for purpose and as described. The Consumer Rights Act 2015 normally provides a 30-day short-term right to reject goods that do not meet these requirements, starting after delivery and transfer of ownership, subject to the Act's rules. You may instead have goods repaired or replaced. After the short-term rejection period, repair or replacement will generally be the first remedy; a price reduction or final right to reject may follow if a repair or replacement fails, is unavailable, or is not provided within a reasonable time and without significant inconvenience.

We bear reasonable return costs for rejected faulty or misdescribed goods as required by law, and will arrange collection or agree a suitable return method with you. Opening or losing packaging does not remove these rights. The complete-crate requirement for change-of-mind cancellations does not prevent a statutory remedy relating to an individual faulty item.

Any refund due for rejected faulty goods is made without undue delay and within 14 days after we agree that you are entitled to it, using the original payment method unless you expressly agree otherwise, and without a refund fee.

For Chibi Crate, not receiving a preferred anime, character or pictured example is not by itself a fault where the listing accurately describes the mystery offer. We must still supply goods that meet the description, including the promised number and types of items. Your ordinary statutory cancellation rights remain available.

International orders and import charges

Mandatory consumer rights that apply to international purchases are not excluded by this policy. Duties, import taxes and fees paid directly to customs or a courier are not payments received by us. Any recovery of those payments is subject to the relevant authority's or carrier's process. We can provide order information to support your enquiry. Any responsibility we have under applicable consumer law remains unaffected.

Optional model cancellation form

To: OTAKU GEMS LTD, 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE, United Kingdom; email support@otaku-gems.com.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods: ____________________
Order number, if available: ____________________
Ordered on / received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if sent on paper: ____________________
Date: ____________________

Delete whichever wording does not apply.

About the seller

Otaku Gems is operated by OTAKU GEMS LTD, registered in England and Wales with company number 16240212. Our registered office is the address above. Store: store.otaku-gems.com.