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Return & Refund Policy

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue with your product or the order, please submit a problem report by sending an email to support@hakataten.com, and include all relevant details and images (if applicable).

Wrong address

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed deliveries

Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment.

Refund requirements

The following criteria must be met to qualify for a refund:

  • Product is defective
  • Product is not as described
  • Product must be in original packaging
  • Product must be unused
  • Product must not be damaged

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund. Perishable goods are completely exempt from being returned.

Hakataten products are made to order, therefore, returns for the purpose of exchanging an item is not possible. We encourage you to contact us in order to find a solution.

Sale and clearance items

Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned.

Shipping items

In order to return an order, you must contact us first and obtain a Return Merchandise Authorization (RMA). Returns will not be accepted without a valid Return Merchandise Authorization.

You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

Notification for EU consumers

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

  1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
  2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

therefore Hakataten reserves the right to refuse returns at its sole discretion.

Contacting us

If you would like to contact us concerning any matter relating to this Return & Refund Policy, you may do so via the contact form or send an email to support@hakataten.com

This document was last updated on August 12, 2024

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