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Returns Policy

The below information applies to orders for in-stock items. For information regarding pre-order cancellations, please review our Pre-Order Information page and Terms and Conditions.

In line with Consumer Contracts Regulations, you have a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.

Customers should use the contact form linked below and provide the reasons for the return. Information about how to return an order will typically be provided within 2-3 working days (Monday-Friday, excluding Bank Holidays).

Customers then have a further 14 days from the date of reply to return the item and once received the return will be processed within 2 working days.

Where an item is returned as unwanted goods, the customer bears the responsibility for covering the return postage costs. For unwanted goods, the value of the refund received on successful return will be for the value of the item only i.e. not including the original shipping paid.

Where an item is faulty, Dekai Anime will cover the cost of UK return postage via a pre-paid label or via refund against the original payment method. Where the customer returns the faulty item via their own shipping method, a copy of the receipt for the UK postage will need to be provided for us to confirm the amount to be refunded. For faulty items, a replacement will be offered (provided sufficient stock remains to do so). Alternatively, customers can choose to receive a full refund if a replacement is not wanted or deemed necessary. The value of the refund in this instance will be for the full value of the order i.e. including the original shipping paid. We are unable to offer a pre-paid shipping label or reimburse shipping costs for returns shipped from outside the UK.

Damaged goods are classed as those where damage has occured to the physical product itself. We do not consider product packaging to be part of the product or consider product packaging to be a display item itself. Despite any see-through windows that may be present or artwork/designs that may be printed on it, the purpose of product packaging is to protect the product from damage. If product packaging incurs damage during transit, we cannot offer any compensation.

Please be aware that all products returned with damaged/missing parts are inspected. Where we determine products have been damaged deliberately or are advised of missing parts that we determine have been removed after delivery to the customer, the product will be returned and no refund or replacement will be provided. This may also result in account/ordering restrictions. If a customer changes their mind regarding a product, please contact us and request to return the product. We have an established returns and refund/replacement procedure and products should not be damaged to claim a return if they are no longer wanted upon delivery.

Please note that for all returns, the customer is responsible for safely packaging the item and all items should be returned with their original packaging/product tags in an untampered state. If an item is returned missing its original packaging and/or in a non-resaleable state (e.g. dirty or damaged), a restocking fee of 15% of the product cost may be charged. In extreme cases, we reserve the right to refuse a refund where an item is deemed to fall outside of "fair use/damage".

We are unable to accept the return of goods or offer any refund/compensation for goods damaged during use by the customer. This includes accidental damage, mishandling of goods or damage sustained through normal use or aging.

For all clothing items, we are unable to accept returns if they have visible signs of wear, stains or any other marks on them. Clothing must be returned in the state it was received and in it's original packaging (do not remove any tags on the clothing until you are sure it fits). For any clothing items that are received that are the incorrect size, we will gladly replace the item for a different size. Please note however, that you will be expected to return the item to us at your own expense (the replacement item will however be sent free of postal charges).

We are unfortunately unable to accept returns on earrings, cushions and pillows - this is purely for hygiene reasons.

 

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