Refund & Return Policy

1. Cases Eligible for Refund

In the following cases, we will provide a full refund or resend a replacement.

• Non-delivery / Loss
  If tracking shows "delivered" but you have not received the item, and DHL / EMS (Japan Post) confirms the parcel is lost through investigation, we will refund in full. As international shipping carries a higher risk of accidents, a confirmed "lost" status in tracking will result in a full refund as a general rule.
• Damage in Transit
  If clear damage is confirmed by photos taken upon arrival and tracking records, we will offer a refund or a replacement in parallel with filing a compensation claim with Japan Post (EMS).
• Major Mismatch / Wrong Item
  If you receive a different item or model than ordered (e.g. a wrong model number), and it is clearly AKibaX's error, we will refund in full or resend the correct item.
• Condition Significantly Different from Description
  If an item sold as "new" shows clear signs of use or is missing parts, or the condition is significantly different from the description, it is eligible for a refund.

2. Cases Not Eligible for Refund (or Partial)

In the following cases, refunds and returns are generally not accepted.

• Customer-requested Cancellation after Shipment
  Cancellation after international shipment has been completed is not accepted, as shipping fees and customs duties have already been incurred.
• Change of Preference / Wrong Size
  If the item matches the listed information, changes of preference or incorrect wrist size measurement are generally not eligible. Wrist size (wrist_size) for watches is stated on the product page — please confirm before ordering.
• Customs Duties and Taxes
  Customs duties and taxes incurred in the destination country are borne by the customer as stated in our Terms, and are not a reason for refund.
• Change of Condition after Opening
  For pre-owned collectibles, "condition" is subjective. We present the condition objectively with photos, so minor differences are not eligible for refund.
• Time Elapsed after Delivery
  Claims made more than 7 days after receipt are not eligible (as stated in our Terms).

3. Refund & Return Procedure

1. Within 7 days of receipt, contact us at akibax111@gmail.com with your order number and photos showing the issue (damage, wrong item, etc.).
2. We will review the details and guide you to either a refund, a replacement shipment, or a request for additional information. For loss or damage, we will file the investigation and compensation claim with the carrier.
3. If a refund is approved, we process it through the original payment method (Stripe). It may take a few business days for the refund to appear.

4. Carrier Compensation

In the event of loss or damage, we file a claim under the DHL Express or EMS (Japan Post) compensation system. There may be a cap on the compensation amount, but refunds to the customer are made according to our own standards (Section 1 of this Policy).

5. Contact

For any questions regarding refunds and returns, please contact us at akibax111@gmail.com.