Refunds & Exchanges

1. DO YOU HAVE A REFUND POLICY OR EXCHANGE POLICY?

At Takoneko, we want you to love our products as much as we do, which is why we stand behind the quality of our products. However, from time to time, products may be defective or damaged during shipping. If an item arrives and is defective, broken, or otherwise not in usable condition, first we will attempt to replace that item for you free of charge. If we are unable to offer a replacement due to lack of supply, we will instead offer a refund. Products being returned for a refund must be unopened in their original condition and be sent back with their original packaging. 

All sales are final sale. We don't provide exchanges in the event that you change your mind. Please read the product's description carefully before placing the order.


2. HOW DO I CLAIM A REFUND OR A REPLACEMENT?

To claim a refund or a replacement on an item as specified above, the first thing you need to do is contact us at info@takoneko.com within 48 hours of receiving your order. Often we do not require you to return the damaged item to us in order to receive a replacement, so it's important that you contact us first. If we do require you to return the damaged item, we will issue you a Return Merchandise Authorization (RMA). Our products must be returned in their original condition with the original packaging.

We will then provide you with our return address that is closest to you where the returned items will be inspected to see if you qualify for a refund. Merchandise that does not meet the requirements listed in section 1 cannot be refunded.


3. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?

We will cover up to CAD 10.00 for the cost of returning the damaged item to us and you're responsible for the rest of the shipping cost. 

We recommend that you send your return with a tracking number because unfortunately we cannot be responsible for lost returns. Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned to you.


4. WHEN WILL I RECEIVE MY REFUND OR REPLACEMENT?

A full refund (or a replacement product) will be issued after we have received, inspected and confirmed that the returned products meet the qualifications to be refunded or replaced. Processing time will be between 3 to 7 business days. 

How your money is refunded depends on how you made the original payment. If you paid with a credit card, the money is refunded to your card. If you paid with your PayPal account, the money is refunded to your PayPal account.


5. MAY I MAKE A RETURN WITHOUT CONTACTING YOU OR GETTING AN RMA?

No. You must contact us prior to sending your return.

Please note that refunds for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility.

6. CAN I CANCEL AN ORDER?

Because we process our orders at the end of every day, if you want to cancel an order you've just placed, please notify us by 11:59PM EST on the same day that you placed your order. If you contact us to cancel your order later than this, it may have already been sent to the warehouse for processing and shipping, at which point we may be unable to cancel the order. You may send any cancellation requests by e-mail to info@takoneko.com.


7. HOW MAY I CONTACT YOU?

You may contact us by e-mail at info@takoneko.com, and we will reply to you within 24 hours.