RETURN, EXCHANGE, REFUND POLICY

CANCELLATIONS & DELAYS

We generally do not accept order cancellations. Please notify us as soon as possible if you are absolutely in need of a cancellation.

If you cancel your pre-order, any deposit payments made will be forfeited.

If you cancel your order BEFORE it has been shipped, you will be assessed a 10% cancellation fee of the total payment before credit is issued. 

If we are unable to obtain the ordered product, then we will arrange a refund for the unavailable item to you.

We are not liable for item cancellations and delays caused by circumstances beyond our control e.g. manufacturer production issues, manufacturer product shortages, courier delivery issues etc. Please understand that we act on every customer’s order to the best of our abilities.

DAMAGES & RETURNS

All product's defects/damages must be reported to info@ohgatcha.com within 5 days of receiving the merchandise. We will not service any reports made 5 days after the date of receipt. 

To be eligible for a return, the item must have a manufacturing defect or damage. The item must be unused and in the same condition that you received it. It must also be in its original packaging. To complete your return, we require a receipt or proof of purchase.

To file a return report, please email to info@ohgatcha.com the following

1. Photos of the defect or damage parts.
2. Order no. / Receipt of purchase 

Once the report has been received and inspected, we will then evaluate the merchandise condition and decide the best action to be taken.

Mishandling by courier services
We also do not accept return or provide refund for damaged or lost orders due to mishandling by courier services. In this case, all damage claims should be made to the courier services.

Exchanges (if applicable)
Exchanges are only applicable if the report of defect/damage item due to manufacturing issues has been approved by us. 

For defective or missing parts of GOODSMILE Company products, kindly report directly to GSC Support team, they will make necessary arrangement directly with you.

Email support@goodsmile.jp
More info : https://partner.goodsmile.info/support/eng/inquiry/

You will be responsible in paying for your own delivery costs for returning the reported item & receiving of the exchanged item. Delivery costs are non-refundable. If you are delivering an item over $75, you should consider using a traceable/trackable shipping service or purchasing shipping insurance. 

Refunds (if applicable)
Refunds are only applicable if there is no available stock for us to replace the returned item.

If the refund is approved, your refund will be then processed & funds returned via bank transfer/credit card/Paypal within a certain amount of days.

If you haven’t received a refund yet, kindly check directly with your bank/Paypal as it may take some time before your refund appears in your bank account/Paypal account. 

If you’ve checked and still have not received your refund after 20 days, please email us at info@ohgatcha.com

Promotional Items are not allowed for exchange or refund and Promotional Price are non-negotiable. Please take note when purchasing the Promotional Items.

Non-returnable & non-refundable item: Sales & promotional item, Perishable goods such as food, flowers, newspapers or magazines, gift cards, downloadable software products, some health and personal care items. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.