Returns policy

We want you to be completely satisfied with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility

 To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, with tags, and in its original, unopened packaging. You will also need the receipt or proof of purchase.

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, canceled 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 fulfill your pre-order due to supplier shortages, you will be notified immediately and issued a 100% full refund.

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 the correct return address and instructions for your item.

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 or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  • For Damaged, Defective, or Incorrect Items: If your item arrives damaged, defective, or if we made an error with your order, Anime Haven will cover the return shipping costs. We will provide a prepaid return shipping label or reimburse your shipping costs once the return is approved.

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.

Important Note: Due to logistics, approved returns must be sent back to our designated warehouse rather than our primary business address. Please do not send returns to our business address or send items back without first requesting a return, as they will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right as quickly as possible.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom products (e.g., special orders or personalized items)
  • Personal care goods (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you have questions or concerns about a specific item, please contact us before purchasing.

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.

European Union 14-Day Cooling-Off Period

If your merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be returned in the same condition as received (unworn/unused, with tags, in original packaging) alongside proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days.
  • Please remember it can take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@animehaven.co.uk.