Returns & Refunds
Return Eligibility
- Contact support@mozujapan.com within 14 days of delivery
- Item must be unopened and unused with original packaging intact
- Opened or used items cannot be returned (collectible products)
Non-Returnable Items
- Opened or used figures
- Items reported after 14 days
- Minor cosmetic imperfections inherent to prize figures (slight paint irregularities, seam lines, adhesive marks)
Defective or Incorrect Items
If you receive a defective or wrong item, email us with photos within 14 days. We'll provide a replacement (if in stock) or full refund, and cover return shipping costs.
Shipping Damage
Take photos immediately upon opening (outer box, packaging, and damaged item). Contact us within 14 days. We'll assist with carrier insurance claims and provide a full refund or replacement.
Return Process
- Email us with your order number and reason for return
- Receive return authorization and shipping address
- Ship the item using a tracked method
- We inspect and process your refund within 5 business days
Refund Method
Refunds are processed via Stripe to the original payment method. Allow 5–10 business days for the refund to appear on your statement.
- Buyer's choice returns: Product price minus return shipping. Original shipping not refunded.
- Defective/incorrect: Full product price + original shipping.
- Shipping damage: Full product price + original shipping.
Cancellation
Before shipment: full refund. After shipment: follow the return process above.
Last updated: February 9, 2026