| Return Window |
We accept returns, exchanges, and refunds within 15 days after the product is delivered. Returned items must be unopened, in their original factory-sealed packaging, unused, and undamaged. A receipt or proof of purchase is required. Opened items cannot be returned except in the case of a verified defect (see "Damage & Issues"). |
| Import Duties & Taxes (Customer Responsibility) |
All import duties, customs fees, and taxes are the sole responsibility of the customer and are charged separately by your local customs authority upon or after delivery. These fees are not included in the item price or shipping fee, and we have no control over the amount your country charges. Refusing delivery, abandoning a package, or requesting a return because of customs duties will not qualify for any refund. Please check your country's import rules before ordering. Any duties or taxes already paid are non-refundable under all circumstances. |
| Refused & Undelivered Packages |
If a package is refused, unclaimed, or returned to us because the customer declined to pay customs fees, failed to collect it, or provided an incorrect address, no refund will be issued. Any return shipping, storage, or re-delivery costs in these cases are the customer's responsibility. |
| Pre-order Cancellations |
All pre-order purchases are final and cannot be cancelled or refunded. Pre-orders are reserved and paid to the manufacturer on your behalf, so once an order is placed it cannot be cancelled. Estimated release dates are set by the manufacturer and may change; manufacturer delays or date changes are not grounds for cancellation, refund, or compensation. Please order only if you are certain. |
| Collectible Packaging Notice |
For figures and collectibles, the outer box is packaging and is not the product itself. Minor box imperfections that occur during international transit — such as dents, creases, corner wear, scuffs, or shelf wear — are not considered defects and are not eligible for return or refund. We pack every order with protective materials to minimize this, but some box wear during long-distance shipping is normal and unavoidable. If pristine box condition is essential to you, please consider this before ordering. |
| Damage & Issues |
Please inspect your order upon arrival. If the item itself (not the outer box) arrives broken, defective, incorrect, or with missing parts, contact us within 48 hours of delivery with clear photos so we can resolve it promptly. This does not apply to outer box condition (see "Collectible Packaging Notice"). |
| Contact for Returns |
Please contact us at info@highplacejp.com before sending anything back. Products sent without an approved return request will not be accepted. |
| Return Shipping Cost |
Return shipping to Japan is the customer's responsibility, and international return shipping can be costly. However, if your item arrives with a verified defect, damage to the product itself, is incorrect, or is missing parts, we will cover the solution — a replacement, refund, or prepaid return where applicable. |
| Return Process |
Once your return request is approved, we will provide the correct return instructions. Please do not send items back without contacting us first, as unauthorized returns cannot be processed. |
| Non-returnable Items |
The following cannot be returned or refunded: pre-order purchases, opened or used items, items not in their original factory-sealed packaging, items with outer box wear only, packages refused or abandoned over customs fees, and sale or clearance items. Please contact us if you are unsure about your item. |
| Exchanges |
The fastest way to get the item you want is to return an eligible item and, once the return is accepted, place a new order for the replacement. |
| Refunds |
Once we have received and inspected your return and it is approved, your refund will be issued to your original payment method, excluding shipping fees and any customs duties already paid. Please allow up to 20 business days for your bank or credit card company to complete the refund. If you have not received your refund after this period, contact us at info@highplacejp.com. |
| Order Cancellations |
In-stock orders that have not yet shipped can be cancelled and refunded. Once an order has shipped, the return process applies. Pre-order purchases cannot be cancelled at any time (see "Pre-order Cancellations"). |
