Refund policy
OtakuHobbiToys PH (OHT) mainly sells pre-orders: reservations on collectibles before they are released. This policy follows our Terms and Conditions.
Returns and exchanges
We do not accept returns or exchanges, except for factory defects.
- Report a defect within 48 hours of receiving the item. Send clear, close-up photos or a video showing the defect, through our Facebook page or the Chat button on this site.
- Verified factory defects are replaced or exchanged.
- Box damage is not covered unless the item inside is affected.
- OHT is not responsible for damage caused by the courier in transit. Shipping insurance is optional and at the buyer's cost.
Cancelling a pre-order
- You may cancel a pre-order before its deadline (7:00 AM Philippine time the day after the posted pre-order deadline). Your down payment is refunded.
- Pre-orders cannot be cancelled after the deadline. Extra Slot orders cannot be cancelled.
- After the deadline, down payments are non-refundable when an order ends because of the buyer, including cancellation or an unpaid balance.
- If the balance is not settled within 14 calendar days of the item's arrival, the down payment is forfeited and the item may be offered for sale. If you need more time, message us before the 14 days are up.
- If no down payment (or full payment) is received within 7 calendar days of the order, or by the posted pre-order deadline if that comes first, we may cancel the order and release the slot.
Refunds when we cancel
If OHT or the supplier cancels an order (for example, when a manufacturer's minimum order quantity isn't reached), or we cannot fulfil or deliver it, you get a full refund or store credit, your choice. We'll message you to arrange it.
Contact
Message us on our Facebook page or through the Chat button on this site.