Return Policy

Refund Policy

In the following cases, we will refund the stipulated amount in accordance with the prescribed procedures.

• When a cancellation is accepted prior to shipment
• When returns are accepted at the convenience of the customer
• When damage during shipping is confirmed
• If the product is found to be defective in its initial stage
• When it is found to be our fault
• When it is difficult to arrange for a replacement product

Both the merchandise and shipping charges will be converted from Japanese yen to the currency of the customer's choice and converted at the exchange rate on the date of refund. Please note that the amount may increase or decrease slightly due to fluctuations in the exchange rate. In all of the above cases, the customer is responsible for any refund fees to the credit card company or PayPal.

Please note that refunds for items that have already been shipped will be processed only after the returned items have arrived at our store. In the case of an error on our part, we will send a replacement item or a full refund after the item arrives at our store after the return procedure has been completed.

Order Cancellation Policy

• Items may be cancelled at any time prior to shipment (5% handling fee will apply).
• PayPal and credit card company fees are the responsibility of the User.
• If you wish to cancel, please contact our Customer Support: support@t-ark.biz with your order number.

Orders can be cancelled at any time prior to shipment. In case of cancellation, a handling fee of 5% of the total amount will be charged. The 5% will be deducted from the total price and refunded to the User.If you wish to cancel, please contact our Customer Service:
Please include the following information

• The name of the product you ordered
• The order number
• The date of purchase

Cancellation of an item that has already been shipped will be treated as a return due to customer's own reasons. Please read Returns due to customer's own reasons for more information.

Products paid in installments cannot be cancelled. If no payment is made during the process and the stipulated payment date has passed, the order will be automatically cancelled. In this case, we will send you an email with the choice of either a refund of the amount paid so far minus a 15% handling fee as a penalty, or a lump-sum payment of the remaining balance. Please read About Installment Payments for more details.

　

Returns due to customer's own reasons

• Please contact our Customer Support: support@t-ark.biz within 15 days of receiving the product.
• Returns will be accepted only if the return conditions are met.
• All return shipping costs are the responsibility of the customer.
• Refund of product price only

［Returnable conditions］

• Must be in new condition with all parts present
• The product must be unopened, properly packaged, and the outer box must be undamaged
• The customer must pay all return shipping costs
• The product must be returned to us by a shipping method with a tracking number according to our instructions

All returns must be made in accordance with our instructions and in accordance with our return procedures. Packages returned without notifying us, packages returned as undeliverable by the carrier, or packages refused by the recipient for any reason are not legitimate returns. Therefore, they are not eligible for refund or exchange. In such cases, we will not compensate for the cost of the merchandise or shipping charges. In addition, if our store incurs return shipping charges when the package is returned to us, the customer is responsible for those charges and will be billed for them. In addition, if the merchandise is damaged at the time of return, we will not accept the return and will not refund the merchandise price. When returning an item, please pack it carefully and securely to avoid damage.

If your package is damaged

• Please contact our Customer Support: support@t-ark.biz within 15 days of receiving the product.
• We will either ship a replacement product or refund the product price, the initial shipping fee, and the return shipping fee to our store to the customer.

When contacting Customer Support, please provide the following information

1. A detailed description of the defect
2. A photograph of the condition of the product immediately after arrival(a clear, enlarged photograph of the defective part)
3. A clear photograph of the delivery note, shipping label, carrier's bag, and shipping box side-by-side with the subject merchandise
4. Customer order number
5. Return receipt

［Conditions excluded from coverage］

• Damage to the product's packaging or outer box is not considered damage to the product.
• In addition, products that are more than one year old from the date of release from the manufacturer may show signs of age-related deterioration on the outer box and the figure itself inside, even if it is a new product (rust, odor, stickiness, paint migration, peeling paint, etc.). (Rust, odor, stickiness, paint migration, peeling paint, etc.) These are not eligible for returns or refunds and are not considered initial defects.
• We cannot accept returns or refunds if the product you receive is different from the product image shown on the website. Since we often list products before the final product is released, most of the pictures shown are of prototypes or samples provided by the manufacturer. There may be slight differences between prototypes and actual mass-produced products. Also, some products require hand-painting at the factory, which may also cause individual differences. These are not considered manufacturer defects. In addition, small defects may be found in the paint or parts. These are natural inconsistencies that occur during the process of mass production and are not considered defects.
• Returns and refunds will not be accepted for any reason due to customs duties or other taxes in the country of destination.
• If the manufacturing defect in the product is clearly the result of abuse by the user, we reserve the right to reject the claim.

We will contact you with a solution as soon as possible. Please note that it may take us several days to reply.

All returns must be processed according to the instructions provided by Customer Support. Unauthorized return of merchandise without notifying Customer Support is not a legitimate return. In addition, packages returned as undeliverable or unclaimed by the shipping company, or packages that the recipient refuses to accept for any reason, are also not legitimate returns. As such, they are not eligible for all compensation, including refunds and exchanges at our discretion.

We will contact the respective shipping company for compensation. Please do not destroy shipping documents (invoice, shipping label), photos, product outer box, shipping box, etc. until the problem is resolved.

Please note that we will not be able to offer refunds/exchanges for items that are not insured and were damaged during shipping. For this reason, we strongly recommend EMS, DHL, and FedEx as shipping methods, especially for high value or fragile items.

Compensation will not be provided for items damaged by the customer. Basically, exchanges of merchandise will only be accepted if there is negligence on the part of the store or if the merchandise is damaged. In addition, we cannot sell or compensate for only some parts of products that were damaged due to the customer's fault.

Please contact our store first rather than dispute with PayPal or apply for a chargeback from your credit card company. We will do our best to resolve any issues that arise, but a PayPal dispute or chargeback will delay the process for a quick and amicable resolution.

When an item is returned to our store/ If you refuse to receive

There are cases in which parcels are returned to our store due to reasons such as refused receipt or incomplete address. Customers whose parcels are returned to our store will receive a reshipment notice to their registered e-mail address. Please pay the full amount of the reshipment fee within 2 weeks after our email is sent. We will reship the item after it arrives at our store and the customer has paid the reshipment fee in full.

• Cancellation is not allowed after the product has been shipped. In addition, we will not refund the product price, shipping and handling charges for the initial shipment, customs duties, etc.
• All shipping costs for reshipment are the responsibility of the customer.
• For items shipped via FedEx or DHL, please note that you may be charged additional shipping fees when returning the item to Japan.
• In the unlikely event that you do not pay the full amount of the reshipment fee within two weeks, we will cancel the order as a malicious order and will not refund the amount you have already paid for the merchandise, shipping and handling charges. Please note that in this case, any future contract with our store may be permanently cancelled in accordance with our Terms of Service.