退款政策

Return & Refund Policy

Return Request Period

Return requests must be submitted within 7 business days of delivery. Business days exclude Saturdays, Sundays, and public holidays in Alberta, Canada.

Please contact us with your order number before returning any product. Returns must be authorized in advance. We will provide return instructions after reviewing your request.

Factory Defects

If your product has a confirmed manufacturing defect, we will provide a full refund for the affected product.

To support your claim, please provide clear photographs or videos showing the defect, together with your order number. We may request additional information or require the product to be returned for inspection.

The resale-condition requirements below do not apply to confirmed manufacturing defects. Damage caused by assembly, modification, misuse, or normal wear is not considered a manufacturing defect.

Customs Duties & Import Charges

We do not accept returns solely because an international shipment is subject to customs duties, import taxes, brokerage fees, or other import-related charges.

Customers are responsible for applicable import charges, except where applicable law requires otherwise.

Return Shipping & Product Condition

Customers are responsible for return shipping costs, including returns involving manufacturing defects, except where applicable law requires otherwise.

For returns other than confirmed manufacturing defects, products must be in a condition suitable for resale, with all original packaging, parts, accessories, and included materials. Products must not have been assembled, modified, damaged, or used in a way that affects their resale condition.

All returned products will be inspected upon receipt. Return authorization does not guarantee refund approval. Refunds for non-defective products will be approved only after we confirm that the products meet these requirements.

Rejected Returns

If a returned product does not meet the applicable return requirements, we may reject the return and decline the refund, subject to applicable law.

If a return is rejected after we receive the product, we will send it back to the customer and cover the shipping cost of sending it back.

Policy Administration & Consumer Rights

Mokei Otaku reviews return and refund requests and determines eligibility in accordance with this policy and applicable law.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded, including rights relating to defective products that may extend beyond the 7-business-day return request period stated above.