Refund & Return Policy
REFUND & RETURN POLICY
Last updated: October 4, 2026
Thank you for shopping with K.Z.Prize.
We want you to receive your order safely and in the condition described on the product page. Please read the following policy carefully before placing an order.
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1. Returns
Unless otherwise required by applicable law, K.Z.Prize generally does not accept returns or exchanges for reasons such as:
- Change of mind
- No longer wanting the product
- Ordering the wrong product
- Ordering the wrong quantity
- Choosing the wrong shipping address
- Failure to check the product description before ordering
- Minor cosmetic damage to the product packaging
Because our products are collectible items and are generally new and unopened, we cannot normally accept returns of products that have been opened or used by the customer.
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2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from the product you ordered, please contact us as soon as possible after delivery.
Please contact us within 14 days of delivery and provide:
- Your order number
- Your name
- A description of the problem
- Clear photographs of the product
- Clear photographs of the packaging and shipping box
- Any other information that may help us assess the issue
Depending on the circumstances, we may offer one of the following remedies:
- Replacement
- Full or partial refund
- Return of the product
- Another reasonable solution
The appropriate remedy will be determined based on the nature and circumstances of the issue.
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3. Damage to Product Packaging
K.Z.Prize sells collectible figures and anime merchandise.
Minor scratches, dents, creases, scuffs, or other cosmetic imperfections to the external packaging may occur during manufacturing, transportation, storage, or distribution.
Such minor packaging imperfections do not necessarily constitute a defect in the product and generally do not qualify for a return, replacement, or refund.
If the product itself is materially damaged or defective, please contact us so that we can review the situation.
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4. Shipping Damage
If your package appears to have been damaged during international transportation, please retain:
- The product
- The original packaging
- The shipping box
- Any damaged packaging materials
Please take photographs of the package and product and contact us within 14 days of delivery.
We may request additional information or photographs to determine the appropriate resolution.
Where necessary, we may work with the shipping carrier or other relevant parties to investigate the shipment.
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5. Wrong or Missing Items
If you receive an item that is different from the item you ordered, or if an item is missing from your order, please contact us within 14 days of delivery.
We will review the order and shipping information and, where appropriate, arrange a replacement or refund for the affected item.
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6. Lost Packages
K.Z.Prize ships orders from Japan using international shipping services.
If tracking information indicates that a package has been delivered to the address provided by the customer, but the customer cannot locate the package, the customer should first contact the local postal service, shipping carrier, or delivery authority.
If a package is confirmed as lost during transportation, we will review the situation and determine an appropriate resolution based on the shipping service, tracking information, and circumstances of the shipment.
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7. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at the time of purchase.
If an order is returned to K.Z.Prize because the customer provided an incorrect or incomplete address, refused delivery, failed to receive the package, or failed to pay required import charges, additional shipping costs may apply if the customer requests reshipment.
Refunds for returned packages may be reduced by shipping costs, return shipping costs, or other non-refundable expenses incurred by K.Z.Prize, to the extent permitted by applicable law.
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8. Customs, Import Taxes, and Refused Deliveries
Orders are shipped internationally from Japan.
Depending on the destination country, customers may be required to pay customs duties, import taxes, VAT, GST, customs clearance fees, brokerage fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout, these charges are the responsibility of the customer.
If a customer refuses delivery because of customs duties, import taxes, VAT, or other charges, this does not automatically qualify the order for a full refund.
Any refund will be considered after the package has been returned to K.Z.Prize and may be reduced by shipping, return shipping, customs, or other costs incurred by K.Z.Prize, to the extent permitted by applicable law.
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9. Order Cancellation
Please carefully review your order before completing your purchase.
Once an order has been accepted, cancellation requests may not be accommodated.
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been processed or shipped, we may be able to cancel it at our discretion.
Once an order has entered the fulfillment or shipping process, cancellation may no longer be possible.
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10. Pre-Order and Upcoming Items
For products identified as pre-order or upcoming items, estimated release dates are provided based on information available from manufacturers and distributors.
Release dates may change without notice.
A delay in the manufacturer's release date does not automatically qualify the order for cancellation or refund.
If a pre-order item becomes unavailable or cannot reasonably be supplied, K.Z.Prize may cancel the affected order and provide an appropriate refund.
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11. Refunds
If a refund is approved, the refund will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account depends on the payment provider, bank, credit card company, or other financial institution.
K.Z.Prize does not control the processing time of third-party payment providers.
Shipping charges may not be refundable where the return or issue is not caused by an error on the part of K.Z.Prize, to the extent permitted by applicable law.
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12. Return Shipping
If K.Z.Prize determines that a return is necessary because of an incorrect, defective, or materially damaged item attributable to K.Z.Prize, we will provide appropriate instructions regarding the return.
Do not send a product back to us without contacting us first.
Unauthorized returns may not be accepted or processed.
If a return is requested for reasons attributable to the customer, the customer may be responsible for return shipping and other associated costs.
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13. Exchanges
Exchanges are handled on a case-by-case basis and are subject to product availability.
If the same product is unavailable, K.Z.Prize may offer a refund or another appropriate resolution instead of an exchange.
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14. Evidence and Inspection
To properly assess a return, refund, damage, or defect claim, K.Z.Prize may request photographs, videos, order information, shipping information, or other reasonable evidence.
In some cases, we may require the product to be returned for inspection before approving a refund or replacement.
We reserve the right to reject claims that are not supported by sufficient evidence or that fall outside the scope of this policy, subject to applicable law.
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15. Contact Us
If you have a question about a return, refund, damaged item, or other order issue, please contact us with your order number and a description of the issue.
K.Z.Prize
Japan
Email: [info.k.z.prize@gmail.com]
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Important
Nothing in this Refund & Return Policy is intended to exclude or limit any mandatory consumer rights or legal protections that cannot legally be excluded or limited under the laws applicable to your purchase.