Returns & Refund Policy – Otaku SA

At Otaku SA, we’re fans first, so we want you to be happy with your order. If something isn’t right, we’ll do our best to sort it out. Please read through our returns and refunds policy before making your purchase.

1. Returns Eligibility

You may request a return within 7 days of receiving your order if the item does not match the original order you requested. Items must be unused, unworn, unwashed, and in the original packaging with all tags/labels intact. Returns are accepted on Funko Pops, T-Shirts, Hoodies, and Desk Mats only. Sale/discounted items cannot be returned unless they are defective or incorrect.

2. Condition of Returned Products

Apparel (T-Shirts & Hoodies): Must be unworn and unwashed. We cannot accept returns that show signs of wear, deodorant marks, or washing.Funko Pops: Must be unopened and in their original box. We cannot accept returns if the packaging has been damaged or opened. Desk Mats: Must be unused and in original condition.

3. How to Initiate a Return

1. Contact Us: Email our support team at admin@otakusa.co.za with your order number, the item(s) you wish to return, and the reason for the return.
2. Await Approval: Once approved, you will receive a return authorisation and instructions on how to send back your item(s).
3. Ship Your Item(s): Send the product(s) back to the address provided using a trackable shipping method. Please note that return shipping fees are your responsibility unless the return is due to a defect or error on our part.

4. Refunds and Processing Time

Once we’ve received and inspected your return, we’ll notify you by email. If approved, your refund will be processed back to your original payment method. Please allow 5–7 working days for the refund to reflect after approval (processing times depend on your bank).

5. Exchanges

At this time, we do not offer direct exchanges. 

6. Defective or Incorrect Items

If you receive a faulty or incorrect product, please contact us within 7 days. We’ll arrange a free replacement or full refund. Please provide clear photos of the issue so we can resolve it quickly.

7. Defective or Incorrect Items

If you receive a faulty or incorrect product, please contact us within 7 days.We’ll arrange a free replacement or full refund.Please provide clear photos of the issue so we can resolve it quickly.

8. Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable courier service, as we cannot be held responsible for items lost in transit.

Need Help? If you have any questions about your order, email us at admin@otakusa.co.za and our team will gladly assist.

In short: If your order arrives damaged or isn’t what you ordered, we’ll make it right. It is possible within 7 days as long as items are unused, unworn, and in their original packaging.

@otakusa

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