Refund policy

At Nakamaland, we work with collectible products, figures, imported items, special editions, made-to-order products, reservations, preorders and references subject to availability from the manufacturer, supplier or logistics center.

This policy governs returns, exchanges, claims, transport damage, manufacturing defects, packaging, boxes, blisters, minor product variations and complaints related to orders placed through our store.

By placing an order with Nakamaland, the customer declares that they have read and accepted this policy.

1. Right of Withdrawal

The customer may request the return of an order within the legally applicable period from the date of receipt of the product, provided that the item is eligible for return and does not fall under any of the exceptions stated in this policy.

For a return under the right of withdrawal to be accepted, the product must be in perfect condition, unused, unopened where applicable, complete, and with all accessories, parts, protective elements, manuals, labels, box, blister and original packaging.

Returns of products that have been handled, used, are incomplete, damaged by the customer, improperly opened or in a condition that prevents resale as a new product will not be accepted.

Return shipping costs due to withdrawal, change of mind, customer error or subjective rejection of the product shall be borne by the customer, unless the applicable regulations provide otherwise.

Nakamaland may withhold the refund until the returned product has been received and inspected.

2. Products Excluded from Returns

Except in the case of a confirmed actual 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;

• products imported specifically for the customer;

• limited edition or restricted availability products;

• products individually assigned to the customer’s order;

• sealed products that have been opened;

• handled, 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 products, made-to-order products, specific imports or reservations, the purchase may involve the assignment of a specific unit to the customer. Once the process of reservation, preparation, manufacturing, import, export, packaging or shipment has begun, the order may not be cancelled, except in cases of impossibility of supply 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 box in “mint”, “perfect box”, “collector grade”, “AFA ready” or equivalent condition.

The main object of the purchase is the product or figure itself, not the perfect condition of the outer packaging, box, blister, plastic window, protector, wrapping or commercial packaging.

Packaging is primarily intended to protect, identify and transport the product. Therefore, small marks, scuffs, slight creases, lightly touched corners, micro-scratches, minor dents, handling marks, pressure on the blister, small imperfections on 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 proper condition.

A packaging issue will only be considered relevant when the damage is serious, obvious, substantially affects the value or integrity of the product, prevents normal preservation, compromises the condition of the item inside, or when the product has been expressly sold as “perfect box”, “mint condition”, “collector grade” or an equivalent condition stated in writing on the product page.

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 the ordinary preparation and protection of the order for transport. However, for collectible products, figures, boxes, blisters or sensitive items, we recommend selecting shipping with additional protection if the customer wishes to obtain greater protection for 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 where available. However, no shipping method can guarantee 100% that the box, blister or commercial packaging will arrive in perfect condition, as 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 event of minor damage to the box, blister or commercial packaging when the main product is in proper condition, the choice of standard shipping may be taken into account when reviewing the claim.

Purchasing 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 where there is a relevant and duly evidenced damage.

5. Minor Variations in Paint, Finish or Manufacturing

Collectible products, figures and mass-produced items may show minor normal variations compared to promotional images, prototypes, renders, official photographs or units displayed by the manufacturer.

Unless Nakamaland or the manufacturer determines otherwise after review, the following will not be considered defects:

• small differences in paint or color;

• slight misalignments;

• minor printing variations;

• light marks inherent to the manufacturing process;

• small imperfections in less visible areas;

• normal differences between promotional prototypes and the final product;

• variations in molding, texture, assembly or finish;

• small, non-significant paint excesses or missing paint details;

• minor differences between units of the same product.

These variations will only be considered an issue when they are serious, significantly visible, clearly affect the nature of the product, compromise its normal use, substantially reduce its value or clearly differ from what was advertised.

The images shown on the website may be official, promotional, illustrative or provided by manufacturers/suppliers. The final product may show slight differences from these images without this necessarily implying a defect or lack of conformity.

6. Claims for Damage, Box, Blister or Aesthetic Defects

Any claim related to visible damage, box, blister, packaging, paint, finish, parts, accessories or condition of the product must be reported to Nakamaland within 48 hours after delivery.

In order to review the claim, the customer must provide:

• order number;

• clear photographs of the complete product;

• photographs of the outer shipping box;

• photographs of the shipping label;

• photographs of the inner packaging and protective materials;

• detailed photographs of the affected area;

• an unboxing video, if available;

• a specific description of the issue.

The customer must keep the product, box, blister, outer packaging, protective materials, labels and accessories in the same condition in which they were received until Nakamaland completes the review.

Discarding, handling, opening, modifying, repairing or destroying the packaging or product may prevent or limit the handling of the claim with the carrier, supplier, manufacturer, logistics insurance or review center.

Reporting an issue does not automatically imply acceptance of a 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 issue corresponds to a normal manufacturing variation, minor packaging damage without impact on the product, reasonable logistics wear or a non-substantial difference from promotional images, Nakamaland may reject the claim or, on a commercial and non-mandatory basis, offer a proportional solution.

If, after review, an actual defect, serious damage, preparation error or issue attributable to Nakamaland, the supplier, manufacturer or carrier is confirmed, an appropriate solution will be offered depending on the case: replacement, spare part if available, partial compensation, reshipment, repair, authorized return or refund.

Claims for damage to the box, blister or packaging reported after the indicated period will not be accepted when it is no longer 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 shall not give rise to an automatic right to return, replacement, compensation, discount, voucher or refund when the main product is in proper condition.

For the purposes of this policy, minor damage means damage that does not affect the product inside, does not prevent its normal preservation and does not substantially compromise the integrity of the purchased item. This includes, among others:

• lightly touched corners;

• small scuffs;

• light pressure marks;

• micro-scratches;

• minor dents;

• slight creases;

• normal handling marks;

• small imperfections on the plastic window;

• reasonable wear resulting from transport, storage or distribution.

Unless the product has been 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 form part of the presentation and protection of the product, but they 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 light damage, minor marks or non-substantial imperfections of the packaging.

Purchasing shipping with additional protection may only be taken into account when there is relevant, evidenced 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 means that the customer accepts ordinary protection for the order and waives the recommended reinforced protection intended to better preserve the box, blister and external elements.

Nakamaland will only assess a proportional solution when the packaging damage is serious, obvious, duly evidenced and substantially affects the condition, preservation or essential value of the purchased product.

Under no circumstances shall an inquiry, claim or communication regarding minor packaging damage imply automatic acceptance of an issue, compensation, return or refund.

8. Return Address and Review Center

All returns must be requested in advance and authorized by Nakamaland.

Depending on the type of product, reason for return, origin of the order, supplier, manufacturer or associated logistics center, Nakamaland may provide the customer with a specific return address, 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 a return not resulting from a confirmed defect, the customer shall bear the costs of return shipping, handling, transport, customs, reshipment or storage.

If, after review, an actual manufacturing defect, preparation error or issue attributable to Nakamaland is confirmed, the customer will be offered the corresponding solution in accordance with the applicable regulations: replacement, repair, reshipment, partial compensation or refund, depending on the case.

9. Uncollected, Refused or Incorrectly Addressed Orders

The customer is responsible for providing a complete, correct and accessible delivery address, as well as for following carrier notifications or collecting the order within the timeframe indicated by the transport company or pickup point.

If the order cannot be delivered due to an incorrect address, incomplete details, absence, refusal of delivery, failure to collect, refusal to pay fees where applicable, lack of cooperation with the carrier or any other cause attributable to the customer, the order will not be considered lost or unfulfilled by Nakamaland.

In these cases, the costs of initial shipping, return, reshipment, handling, storage, customs, processing or any associated logistics cost may be deducted from any possible refund or requested from the customer before a new shipment is made.

If the package is returned to origin, supplier, manufacturer, international warehouse or logistics center, Nakamaland may only assess a refund, reshipment or compensation once the package has been received, identified and inspected by the corresponding center.

10. Proof of Delivery

When the carrier confirms delivery through tracking, signature, code, photograph, geolocation, mailbox delivery, delivery to a pickup point, delivery to a neighbor, receipt by an authorized person or equivalent proof of delivery, such information shall be considered valid proof of delivery unless there is objective evidence of a logistics error.

Nakamaland shall not be liable for theft, loss, misplacement or incidents occurring after the carrier marks the order as delivered, unless an error attributable to the logistics operator or Nakamaland is proven.

11. Claims, Payment Disputes and Chargebacks

Nakamaland provides a customer service channel to resolve any issue related to orders, shipments, deliveries, damaged products, preparation errors or return requests.

The customer agrees to contact our team first in order to allow the issue to be reviewed and resolved.

If the customer initiates an external claim, bank dispute, chargeback or claim with a payment provider while the issue is being reviewed, Nakamaland may temporarily pause any direct refund, exchange, reshipment or compensation in order to avoid duplicate proceedings, until the bank, payment provider or relevant platform issues a decision.

The opening of a dispute does not in itself imply acceptance of the claim or an automatic obligation to refund.

Nakamaland will provide the relevant entity with all available documentation, including order confirmation, acceptance of conditions, selected shipping method, communications, tracking, proof of delivery, logistics documentation, photographs, videos, preparation evidence, carrier information and any other evidence related to the case.

12. Refunds

Once an authorized return has been received and inspected, 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 technically impossible.

Nakamaland may deduct from the amount to be refunded any shipping, return, handling, customs, storage, reshipment, deterioration, processing or loss-of-value costs when such costs are attributable to the customer or when the return does not arise from a confirmed defect or an error attributable to Nakamaland.

No refunds will be issued for products that have not been received, have not been identified, have been returned without authorization, sent to an incorrect address or handled in a way that prevents verification of their original condition.

13. Contact for Returns and Claims

To request a return or report an issue, the customer must contact Nakamaland through the customer service email address 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, late or insufficiently verifiable requests.