Returns & Exchanges
For damaged or defective products
We will issue a full refund within 14 days of the original delivery date. Returned items that arrive to our warehouse with excessive damage due to improper packing will be subject to a damaged product fee of 10% of the product price. We are unable to offer a refund after 14 days from the original delivery date. Please allow 7-10 business days from the date we receive your return for your credit to appear or an exchange to be sent out.
For non-damaged or defective products
We will issue a full refund if the product is unopened and in brand-new, sellable condition. All shipping and handling costs associated with non-damaged/defective refund requests are non-refundable. Costs of returning the item to our warehouse will be the responsibility of the customer. We are unable to offer any refunds after 14 days from the original delivery date. Please allow 7-10 business days from the date we receive your return for your credit to appear.
If your item was purchased from a retailer other than KotoUS.com, please contact that retailer for a replacement or refund. We are unable to process requests to replace damaged product acquired through a third party, importer or off the secondary market.
If your purchase was made from an authorized vendor, an account representative will work directly with the vendor to resolve your situation as quickly as possible.
If you encounter difficulty getting an appropriate response from your retailer, please email us your name, the name of the retail establishment, and the nature of the problem with your purchase.
Due to the extremely limited nature of these products, we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number.
If you have any other inquiries, please e-mail us at [email protected]