Returns policy

We want you to be completely satisfied with your purchase. As hard as we try, things may not always arrive as expected — with that in mind we offer a 14-day return policy.

Eligibility
To be eligible for a return, your item must be in the exact same condition that you received it: unused, in its original unopened packaging, with all accessories and components included. The packaging must be in the same condition as when initially received. You will also need the receipt or proof of purchase.

Opened Items
Opened items are not eligible for returns. This includes:

  • Items that have been opened or removed from the packaging
  • Items that have visible indications that the package has been opened
  • Opened cases that are no longer factory sealed

Due to the collectible nature of our products, opening the packaging significantly diminishes the resale value of the item.

Pre-Orders and Cancellations
We offer pre-orders for upcoming releases so you can secure highly anticipated anime figures and merchandise before they arrive at our warehouse. By placing a pre-order, you agree to the following terms:

  • Estimated Release Dates: Release dates are provided by the manufacturer and are strictly estimates. The collectible industry frequently experiences manufacturing and shipping delays. We cannot offer compensation for delayed releases, though we will do our best to keep product pages updated.
  • Mixed Orders: If your order contains both in-stock items and pre-order items, your entire order will be held and shipped together once all items are in stock. If you need the in-stock items immediately, please place a separate order for them.
  • Pre-Order Cancellations: You may request to cancel a pre-order at any time before the item has been processed for shipping. However, cancelled pre-orders are subject to a 10% cancellation fee to cover non-refundable payment processing and administrative costs. The remaining balance will be refunded to your original payment method.
  • Manufacturer Allocations: In rare instances, a manufacturer may cancel a production run or short-ship our order. If we are unable to fulfil your pre-order due to supplier shortages, you will be notified immediately and issued a 100% full refund.

Damaged or Defective Items
Any defective or damaged in transit item can be exchanged for a replacement of the same item (or a replacement part depending on the issue and manufacturer), if you send the request within 7 days of receiving your order. If the item is no longer available we will issue a full refund.

We may request photographic evidence of the damaged or defective item to help us determine the issue and whether a replacement part would be appropriate.

The following issues do not qualify as a defective product:

  • Minor cosmetic paint issues
  • Box condition or wear and tear, unless caused by transit damage

How to Start a Return

  1. Contact us at support@animehaven.co.uk with your order number and reason for return.
  2. We aim to respond within 24 hours to confirm whether your return request is approved.
  3. If your return is accepted, we will provide you with return instructions and a Return Merchandise Authorisation (RMA) number. Returns received without an RMA number may be delayed or rejected.

Return Shipping Costs

  • For "Change of Mind" Returns: The customer is entirely responsible for paying all return shipping costs. We strongly recommend using a trackable shipping service, as we cannot be held responsible for lost or damaged items sent via a self-return option.
  • For Damaged, Defective, or Incorrect Items: AnimeHaven will cover return shipping costs via a prepaid label. If you choose to return via your own courier without using our provided label, we will not reimburse the shipping cost.

Initial shipping fees paid at the time of purchase are non-refundable unless the return is due to a defect or error on our part.

Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once your return is accepted, you can place a separate order for the new item.

Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. If a refund to your original payment method is not possible, store credit will be issued.

If more than 10 business days have passed since we approved your return, please contact us at support@animehaven.co.uk.