Refund Policy

At AnimeLab Tokyo, we want you to love your purchase. If something isn't right, here's how we handle returns and refunds.

14-Day Return Window (UK & EU)

In accordance with UK Consumer Contracts Regulations and EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving your item, for any reason.

To exercise this right, contact us at hello@animelabtokyo.com within 14 days of delivery with your order number and reason for return.

Conditions for Return

  • The item must be unused, unopened, and in its original packaging
  • All original tags, seals, and accessories must be included
  • You must contact us within 14 days of delivery
  • Items must be returned within 14 days of approval

Return Shipping Costs

For standard returns (change of mind), the customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

For faulty, damaged, or incorrect items, we cover return shipping costs (see below).

Non-Returnable Items

Due to the nature of our products, the following items cannot be returned:

  • Opened Ichiban Kuji prizes, blind boxes, or mystery items (once opened, the surprise element is gone)
  • Individual prizes purchased from already-drawn Ichiban Kuji lots
  • Items damaged due to misuse or improper handling after delivery
  • Items returned more than 14 days after delivery

Faulty or Damaged Items

If your item arrives damaged, defective, or different from what was ordered, please contact us within 7 days of delivery with:

  • Your order number
  • Photos of the damaged item and the shipping packaging
  • A brief description of the issue

We will offer a full refund, replacement, or store credit at no additional cost to you, including return shipping.

Refund Process

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. Approved refunds are processed within 5–10 business days to your original payment method. Depending on your bank, it may take an additional 3–5 days to appear on your statement. Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original (if eligible) for a refund and place a new order.

Order Cancellations

If your order has not yet shipped, we can cancel it for a full refund. Once shipped, the standard return process applies.

Contact Us

Email: hello@animelabtokyo.com
We aim to respond within 24 hours.