We stand behind every product we sell. If something isn’t right with your order, we’ll make it right — here’s how.
Returns are accepted only under the following conditions. We take every claim seriously and handle each case individually.
Product arrived with visible damage to the item itself — crushed packaging, broken parts, torn pages, or any physical defect caused during transit.
The product you received does not match its listing — wrong edition, incorrect volume number, different figure variant, or significant discrepancy from what was advertised.
Reach out to Akiba HK as soon as you notice an issue with your order. Email us at hello@akibahk.com with your order number.
Send clear photos and/or video showing the damage or discrepancy. Include multiple angles so our team can assess the issue accurately.
Our team reviews your claim within 48 hours. If approved, you choose between a full refund or a replacement product (subject to availability).
Once your claim is verified and approved, you choose how we make it right.
Receive a complete refund to your original payment method. Processed within 5–10 business days via Stripe.
We ship you a replacement of the same item at no additional cost. Subject to stock availability — if unavailable, a full refund is offered instead.
To maintain fair pricing and protect all collectors, the following situations are not covered by our return policy.
We cannot accept returns because you changed your mind about a purchase or no longer want the item.
Returns are not accepted for items ordered by mistake — please double-check your selections before checkout.
Figurines in blister packs, sealed collector’s editions, and factory-sealed items cannot be returned once opened.
Help us resolve your issue quickly by including the following with your return request:
Please contact us within 7 days of receiving your order. Claims submitted after this window may not be eligible for a return or refund.
Clear photos showing the damage or discrepancy are required. For damaged items, include images of the packaging as well. Video evidence is helpful for issues that are hard to capture in photos (e.g. loose joints on a figurine).
Our team reviews all claims within 48 hours of receiving your evidence. We’ll notify you by email once a decision has been made.
Refunds are processed to the original payment method (Stripe). Please allow 5–10 business days for the refund to appear on your statement.
If you chose a replacement but the item is no longer available, we’ll offer a full refund instead. We’ll always notify you before proceeding.
In most cases, the photo/video evidence is sufficient and you won’t need to ship anything back. In rare cases, we may request the item be returned — shipping costs for verified claims are covered by Akiba HK.
This policy is available in English. Pour la version française, veuillez nous contacter à hello@akibahk.com.
Our team is here to help. Reach out and we’ll get back to you within 48 hours.