At Nakamaland we work with collectible products, figures, imported items, special editions, made-to-order products, reservations, preorders and references subject to availability from manufacturer, supplier or logistics center.
This policy governs returns, exchanges, incidents, transport damage, manufacturing defects, packaging, boxes, blister packs, small product variations and claims related to orders placed in our store.
By making a purchase at Nakamaland, the customer declares to have read and accepted this policy.
1. Right of withdrawal
The customer may request the return of an order within the applicable legal period from receipt of the product, provided the item is eligible for return and is not within the exceptions indicated in this policy.
For a withdrawal return to be accepted, the product must be in perfect condition, unused, unopened where applicable, complete, with all its accessories, parts, protections, manuals, labels, box and original packaging.
Returns of manipulated, used, incomplete, customer-damaged, improperly opened products, or products whose condition prevents resale as new, will not be accepted.
Return costs for withdrawal, change of mind, customer error or subjective rejection of the product will be borne by the customer, unless applicable regulations establish otherwise.
Nakamaland may withhold the refund until the returned product has been received and reviewed.
2. Products excluded from return
Except for a confirmed real defect or an error attributable to Nakamaland, returns will not be accepted for:
- personalized products or products specifically requested for the customer;
- made-to-order products;
- preorder or reservation products;
- specific import products;
- limited edition products or products with restricted availability;
- products individually assigned to the customer's order;
- sealed products that have been opened;
- manipulated, used or incomplete products;
- products whose original packaging has been damaged, removed, modified or discarded;
- products returned without prior authorization;
- products sent to an address other than the one indicated by Nakamaland.
For preorder, made-to-order, specific import or reservation products, the purchase may involve the assignment of a specific unit to the customer. Once the reservation, preparation, manufacturing, import, export, packaging or shipping process has begun, the order cannot be cancelled except in case of supply impossibility or a cause attributable to Nakamaland.
3. Condition of box, blister and packaging
Unless expressly stated otherwise on the product page, Nakamaland does not guarantee a "mint", "perfect box", "collector grade", "AFA ready" or equivalent box condition.
The main object of the purchase is the product or figure, not the perfect condition of the outer packaging, box, blister, plastic window, protector, wrapping or commercial packaging.
The main purpose of the packaging is to protect, identify and transport the product. Therefore, small marks, scuffs, slight creases, slightly touched corners, micro-scratches, minor dents, handling marks, pressure on the blister, small imperfections in the plastic window, cardboard variations or normal signs resulting from transport, storage, manufacturing or distribution will not automatically be considered a product defect if the main item is in correct condition.
Only when the packaging damage is severe, evident, substantially affects the value or integrity of the product, prevents its normal preservation, compromises the condition of the interior item, or when the product was expressly sold as "perfect box", "mint condition", "collector grade" or an equivalent condition stated in writing on the product page, will it be considered a relevant packaging incident.
4. Standard shipping and shipping with additional protection
Nakamaland may offer different shipping methods, including standard shipping and shipping with additional protection.
Standard shipping includes ordinary preparation and protection of the order for transport. However, for collectible products, figures, boxes, blister packs or sensitive items, we recommend selecting shipping with additional protection if the customer wants greater protection of the packaging, box, blister, plastic window or external elements of the product.
Shipping with additional protection is designed to reduce the risk of damage during transport through reinforced protection or specific logistics handling when available. However, no shipping method can guarantee 100% that the box, blister or commercial packaging will arrive in perfect condition, since transport also depends on third parties, logistics operators, customs, sorting centers and last-mile delivery companies.
If the customer chooses standard shipping, they accept that they have declined the additional protection option recommended by Nakamaland to better preserve the box, blister and external elements of the product.
In the case of minor damage to the box, blister or commercial packaging when the main product is in correct condition, the choice of standard shipping may be taken into account in the review of the incident.
Contracting shipping with additional protection does not automatically turn any mark on the box, blister or packaging into a product defect, but it may be taken into account by Nakamaland when assessing commercial solutions or logistics claims when there is a relevant, duly documented damage.
5. Small paint, finish or manufacturing variations
Collectible products, figures and mass-produced items may present small normal variations compared to promotional images, prototypes, renders, official photographs or units shown by the manufacturer.
The following will not be considered a defect, unless otherwise determined by Nakamaland or the manufacturer:
- small paint or color differences;
- slight misalignments;
- minor print variations;
- slight marks typical of the manufacturing process;
- small imperfections in low-visibility areas;
- normal differences between promotional prototypes and the final product;
- variations in molding, texture, assembly or finish;
- small, non-significant excesses or lack of paint;
- minor differences between units of the same product.
These variations will only be considered an incident when they are severe, significantly visible, clearly affect the nature of the product, compromise its normal use, substantially reduce its value or clearly differ from what was advertised.
Images shown on the website may be official, promotional, indicative or provided by manufacturers/suppliers. The final product may present slight differences compared to such images without this necessarily implying a defect or lack of conformity.
6. Incidents due to damage, box, blister or aesthetic defects
Any incident related to visible damage, box, blister, packaging, paint, finish, parts, accessories or product condition must be reported to Nakamaland within 48 hours after delivery.
To review the incident, the customer must provide:
- order number;
- clear photographs of the complete product;
- photographs of the outer transport box;
- photographs of the shipping label;
- photographs of the interior packaging and protections;
- detailed photographs of the affected area;
- video of the package opening, if available;
- specific description of the incident.
The customer must keep the product, box, blister, outer packaging, protections, labels and accessories in the same condition in which they were received until Nakamaland completes the review.
Discarding, manipulating, opening, modifying, repairing or destroying the packaging or product may prevent or limit the handling of the incident with the carrier, supplier, manufacturer, logistics insurance or review center.
Reporting an incident does not automatically imply acceptance of return, replacement, compensation or refund. Nakamaland will review each case individually and may request additional information, photographs, videos or the return of the product to the indicated review center.
If, after review, it is determined that the incident corresponds to a normal manufacturing variation, minor packaging damage without affecting the product, reasonable logistics wear, or a non-substantial difference from promotional images, Nakamaland may reject the claim or, on a commercial and non-obligatory basis, offer a proportional solution.
If, after review, a real defect, serious damage, preparation error or incident attributable to Nakamaland, supplier, manufacturer or carrier is confirmed, an appropriate solution will be offered depending on the case: replacement, spare part if available, partial compensation, resending, repair, authorized return or refund.
Claims for box, blister or packaging damage reported outside the indicated period will not be accepted when it is not possible to verify whether the damage occurred during transport, subsequent storage, opening, handling or use by the customer.
7. Minor damage to box, blister or packaging
Minor damage to the box, blister, plastic window, wrapping, protector or commercial packaging will not automatically entitle the customer to return, replacement, compensation, discount, coupon or refund when the main product is in correct condition.
For the purposes of this policy, minor damage is considered to be that which does not affect the interior product, does not prevent its normal preservation and does not substantially compromise the integrity of the purchased item. These include, among others:
- slightly touched corners;
- small scuffs;
- slight pressure marks;
- micro-scratches;
- small dents;
- slight creases;
- normal handling marks;
- small imperfections in the plastic window;
- reasonable wear resulting from transport, storage or distribution.
Unless the product was expressly sold as "mint box", "perfect box", "collector grade", "AFA ready" or an equivalent condition stated in writing on the product page, Nakamaland does not guarantee the perfect condition of the commercial packaging.
The box, blister or commercial packaging are part of the presentation and protection of the product, but do not constitute the main object of the purchase unless expressly stated otherwise.
Therefore, if the main product is complete, correct and without relevant damage, Nakamaland may reject claims based solely on minor damage, minor marks or non-substantial imperfections in the packaging.
Contracting shipping with additional protection may only be taken into account when there is relevant, documented and not merely superficial damage to the packaging. This option reduces the risk of damage during transport, but does not guarantee the perfect or "mint" condition of the box, blister or packaging.
Choosing standard shipping implies that the customer accepts ordinary protection of the order and waives the reinforced protection recommended to better preserve the box, blister and external elements.
Nakamaland will only consider a proportional solution when the packaging damage is severe, evident, duly documented and substantially affects the condition, preservation or essential value of the purchased product.
Under no circumstances will an inquiry, claim or communication about minor packaging damage imply automatic acceptance of an incident, compensation, return or refund.
8. Return address and review center
Every return must be previously requested and authorized by Nakamaland.
Depending on the type of product, reason for return, order origin, supplier, manufacturer or associated logistics center, Nakamaland may indicate a specific return address to the customer, which may correspond to our warehouse, review center, supplier, manufacturer or international logistics center.
The return address will only be provided once the request has been reviewed and approved.
Returns sent without prior authorization or to an address other than the one indicated by Nakamaland will not be accepted.
In cases of withdrawal, change of mind, subjective rejection of the product, customer error, incorrect address, absence, non-collection, minor damage not attributable to Nakamaland, or return not attributable to a confirmed defect, the costs of return, management, transport, customs, resending or storage will be borne by the customer.
If, after review, a real manufacturing defect, preparation error or incident attributable to Nakamaland is confirmed, the corresponding solution will be offered to the customer in accordance with applicable regulations: replacement, repair, resending, partial compensation or refund, depending on the case.
9. Orders not collected, rejected or with incorrect address
The customer is responsible for providing a complete, correct and accessible delivery address, as well as for responding to carrier notifications or collecting the order within the period indicated by the transport company or pickup point.
If the order cannot be delivered due to an incorrect address, incomplete data, absence, delivery refusal, non-collection, refusal to pay fees when applicable, lack of cooperation with the carrier or any cause attributable to the customer, the order will not be considered lost or unfulfilled by Nakamaland.
In these cases, the costs of the initial shipment, return, resending, management, storage, customs, handling or any associated logistics cost may be deducted from any possible refund or claimed from the customer before making a new shipment.
If the package is returned to origin, supplier, manufacturer, international warehouse or logistics center, Nakamaland will only be able to consider a refund, resending or compensation once the package has been received, identified and reviewed by the corresponding center.
10. Proof of delivery
When the carrier confirms delivery through tracking, signature, code, photograph, geolocation, delivery to a mailbox, delivery to a pickup point, delivery to a neighbor, receipt by an authorized person or equivalent proof of delivery, such information will be considered valid proof of delivery unless there is objective evidence of a logistics error.
Nakamaland will not be responsible for theft, loss or incidents occurring after the carrier marks the order as delivered, unless an error attributable to the logistics operator or Nakamaland is demonstrated.
11. Claims, bank disputes and chargebacks
Nakamaland has a customer service channel to resolve any incident related to orders, shipments, deliveries, damaged products, preparation errors or return requests.
The customer agrees to contact our team first to allow the review and resolution of the incident.
If the customer initiates an external claim, bank dispute, chargeback or claim before a payment gateway while the incident is being reviewed, Nakamaland may temporarily pause any refund, exchange, resending or direct compensation to avoid duplicate procedures, until the corresponding bank, payment gateway or platform issues a resolution.
Opening a dispute does not in itself imply acceptance of the claim or an automatic obligation to refund.
Nakamaland will provide the corresponding entity with all available documentation, including order confirmation, acceptance of terms, shipping method selected, communications, tracking, proof of delivery, logistics documentation, photographs, videos, preparation receipts, carrier information and any other evidence related to the case.
12. Refunds
Once an authorized return has been received and reviewed, Nakamaland will inform the customer whether the refund has been approved or rejected.
If the refund is approved, it will be made using the same payment method used for the purchase, unless otherwise agreed between the parties or in case of technical impossibility.
Nakamaland may deduct from the amount to be refunded the costs of shipping, return, management, customs, storage, resending, deterioration, handling or loss of value when such costs are attributable to the customer or when the return does not derive from a confirmed defect or error attributable to Nakamaland.
Refunds will not be made for products not received, not identified, returned without authorization, sent to an incorrect address or manipulated in a way that prevents verification of their original condition.
13. Contact for returns and incidents
To request a return or report an incident, the customer must contact Nakamaland through the customer service email indicated in the store, including the order number and all information necessary to review the case.
Nakamaland reserves the right to reject incomplete, abusive, fraudulent, inconsistent, out-of-time requests, or those that do not allow the incident reported to be properly verified.