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 or e-mail firstname.lastname@example.org, detailing the reasons for the return. An RMA number for return will typically be issued within 2 working days.
Customers then have a further 14 days from the date of receipt of their RMA number 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 the 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 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 neccessary. The value of the refund in this instance will be for the full value of the order i.e. including the original shipping paid.
Please note 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, 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 - this is purely for hygiene reasons.