Refund policy


Effective Date: August 3, 2026

Welcome to Otaku Haven.

At Otaku Haven, we want every customer to shop with confidence. If something isn't right with your order, we're committed to resolving the issue fairly, promptly, and transparently.

Please read this Refund & Returns Policy carefully before placing an order.

Business Days refer to Monday through Saturday, excluding public holidays.

1. Return Eligibility

A return request may be approved if all of the following conditions are met:

  • The item received is damaged, defective, or incorrect.
  • You contact us within 7 calendar days from the courier's confirmed delivery date.
  • The product is unused, unhandled, and returned in its original packaging with all original accessories, tags, inserts, manuals, and protective materials (where applicable).

Non-Returnable Items

Returns will not be accepted for:

  • Change of mind or buyer's remorse.
  • "I don't want this character anymore" or similar reasons.
  • Products that have been opened, used, displayed, or handled.
  • Products returned without their original packaging, accessories, or included items.
  • Minor cosmetic damage to the outer packaging that does not affect the product itself.
  • Minor manufacturing variations in colour, paint finish, sculpt details, packaging, or design that do not materially affect the product.
  • Products damaged due to misuse, mishandling, improper storage, or normal wear and tear after delivery.

Otaku Haven reserves the right to decline any return or refund request where fraudulent claims, abuse of this policy, or evidence of product tampering is identified.

2. Reporting a Damaged, Defective, or Incorrect Item

If your order arrives damaged, defective, or you receive an incorrect product, please contact us within 7 calendar days of the courier's confirmed delivery date.

To help us process your request efficiently, please provide:

  • Your Order Number
  • A brief description of the issue
  • Clear photographs or videos of:
    • The product
    • The product packaging
    • The shipping label

An unboxing video is not mandatory, but it is strongly recommended if the parcel appears visibly damaged upon delivery. It helps us verify shipping-related claims more efficiently and may speed up the resolution process.

3. How to Request a Return

To initiate a return, please contact us:

Email: support@otakuhaven.co.in

WhatsApp: +91 92840 68282

Our support team aims to respond within 2–3 Business Days.

If your return request is approved, we will provide detailed return instructions. The approved item must be shipped back to us within 7 calendar days from the date the return request is approved.

Return Shipping Charges

If the approved return is due to:

  • A damaged product
  • A defective product
  • An incorrect item sent by Otaku Haven

Otaku Haven will bear the reasonable return shipping cost.

For any other approved return (where applicable), the customer will be responsible for the return shipping charges.

4. Refund Policy

Once we receive your returned item, our team will inspect it to verify that it meets the eligibility requirements outlined in this policy.

If your refund is approved:

  • The refund will be issued to your original payment method.
  • Refunds are initiated promptly after approval.
  • Depending on your bank or payment provider, it may take approximately 5–7 Business Days for the refunded amount to appear in your account.

Original shipping charges are non-refundable unless the return is due to our error or because the product was damaged, defective, or incorrect.

Refunds will not be issued for:

  • Used or handled products.
  • Products returned in damaged or non-original condition.
  • Returns sent without prior approval.
  • Returns requested after the eligible return period.
  • Products damaged due to misuse, mishandling, or improper storage after delivery.

5. Exchange Policy

We currently do not offer direct product exchanges.

If you would like a different item, you may:

  • Request a return (if eligible under this policy).
  • Place a new order separately.

6. Order Cancellation

Orders may be cancelled only before they have been packed and handed over to the courier partner for dispatch.

Once an order has been dispatched, it cannot be cancelled and will instead be subject to this Refund & Returns Policy.

7. Lost Shipments

If your shipment is suspected to be lost in transit, we will coordinate with the courier partner to investigate the matter.

Please note that courier investigations may take several Business Days before a shipment can be officially declared lost.

Once the shipment has been confirmed as lost, we will provide either:

  • A replacement (subject to stock availability), or
  • A full refund.

8. Related Policies

This Refund & Returns Policy should be read together with our Shipping Policy and Terms & Conditions, which form part of your use of the Otaku Haven website and services.

9. Contact Us

If you have any questions regarding this Refund & Returns Policy or your order, please contact us:

Email: support@otakuhaven.co.in

WhatsApp: +91 92840 68282

Our support team will be happy to assist you during our business hours.