Refund policy
Refund Policy
1. Order cancellation
You may contact us as soon as possible at contact@figurine-kawaii.com if you wish to cancel your order.
If your order has not yet been shipped, we will do our best to cancel it before it is dispatched.
Once an order has been shipped, it may no longer be technically possible to cancel it before delivery. However, where applicable, you retain your legal right of withdrawal under the conditions set out below.
The exercise of a legal right of withdrawal or any other statutory consumer right cannot be restricted by this policy.
2. Right of withdrawal
In accordance with the regulations applicable to distance contracts, consumers have a period of fourteen (14) days to exercise their right of withdrawal, without having to provide any reason or incur any penalty.
For contracts concerning the sale of goods, this period generally begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, physically takes possession of the goods.
Where several goods forming part of the same order are delivered separately, the withdrawal period begins on the day on which the consumer takes physical possession of the last good.
To exercise your right of withdrawal, you must clearly inform us of your decision before the applicable withdrawal period expires.
You may exercise your right of withdrawal:
- through your customer account, where this functionality is available; or
- spanp>by email at contact@figurine-kawaii.com.
You may use the model withdrawal form provided for by applicable regulations, but its use is not mandatory. Any unambiguous statement expressing your decision to withdraw is sufficient.
3. Returning products following withdrawal
After informing us of your decision to withdraw, you must return the relevant products without undue delay and no later than fourteen (14) days after notifying us of your withdrawal.
The deadline is met if you send the products back before the fourteen-day period has expired.
Products must be returned to the address provided by our customer service team or, where the return instructions specify this address, to:
MangaKawaii
51 Bd du Général Delambre, Box A 1221
95100 Argenteuil
France
We recommend using a shipping method that allows you to keep proof of shipment and tracking information.
4. Condition of returned products
The right of withdrawal allows consumers to handle the product only to the extent necessary to establish its nature, characteristics and functioning, as they would be permitted to do in a physical store.
The consumer may be held liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Where possible, we therefore recommend returning products in their original condition and packaging, together with any accessories and other components.
However, the absence of the original packaging, by itself, does not constitute grounds for refusing a valid exercise of the right of withdrawal.
5. Return shipping costs
When exercising the right of withdrawal, the direct costs of returning the products are borne by the customer, unless we have agreed to cover them or unless we failed to properly inform you of this obligation before the order was placed.
If the return is required due to an error on our part, a defective product, a product damaged before receipt, or a product that does not correspond to your order, we will cover the return shipping costs in accordance with the applicable regulations.
6. Refunds following withdrawal
When the right of withdrawal is validly exercised, we will refund all payments received from you, including the initial delivery costs corresponding to the least expensive standard delivery method offered by us.
If you expressly chose a delivery method that was more expensive than our least expensive standard delivery option, the additional costs resulting from that choice will not be refunded.
The refund will be made using the same payment method as the one used for the original transaction, unless you have expressly agreed to another payment method and provided that the refund does not incur any fees for you.
The refund will be issued without undue delay and no later than fourteen (14) days from the date on which we are informed of your decision to withdraw.
However, for the sale of goods, we may withhold the refund until we have received the returned goods or until you have provided proof that the goods have been shipped back, whichever occurs first.
7. Unclaimed or uncollected parcels
When a parcel is delivered to a collection point and is not collected within the period specified by the carrier, it may be automatically returned to us.
Simply failing to collect or accept a parcel does not, by itself, constitute a request to exercise the right of withdrawal.
When a parcel is automatically returned to us for this reason, the order is not automatically considered cancelled and no automatic refund will be issued solely on this basis.
Once the parcel has been returned to us, if you still wish to receive your order, we may arrange a new shipment. Any costs associated with this new shipment will be communicated to you before it is arranged.
If you wish to cancel your order and exercise your right of withdrawal, you must clearly inform us by contacting contact@figurine-kawaii.com.
When you validly exercise your right of withdrawal, the rules set out in the sections "Right of withdrawal", "Return shipping costs" and "Refunds following withdrawal" will apply.
8. Defective, damaged or non-conforming products
We recommend checking your order upon receipt and contacting us as soon as possible if:
- a product is defective;
- a product has been damaged during transport;
- a product does not correspond to the one ordered;
- an item or part of your order is missing.
Please contact us at contact@figurine-kawaii.com, providing your order number and, where relevant, photographs showing the issue.
These situations may be covered by the applicable statutory consumer guarantees, independently of the right of withdrawal.
Where the statutory conformity guarantee applies, your consumer rights are not restricted by this policy.
9. Statutory consumer guarantees
Consumers benefit from the statutory guarantees applicable in their country of residence, including statutory conformity guarantees and guarantees relating to hidden defects, where applicable.
For consumers benefiting from French law, the statutory conformity guarantee applies, in particular, for two years from the delivery of the goods. In the event of a lack of conformity, the consumer may request repair or replacement of the goods under the conditions provided by law.
The exercise of statutory guarantees shall not result in any costs being charged to the consumer where applicable law requires such costs to be borne by the seller.
For any request concerning a defective or non-conforming product, please contact us at:
10. Products excluded from the right of withdrawal
The right of withdrawal does not apply in the cases provided for by applicable law.
Depending on the nature of the products concerned, this may include:
- goods made to the consumer's specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods which are not suitable for return for reasons of health protection or hygiene, where the seal has been removed after delivery;
- other goods or services for which a statutory exception to the right of withdrawal applies.
Exceptions to the right of withdrawal apply only where their legal conditions are actually met.
Gift cards and other non-physical products are not automatically excluded from the right of withdrawal solely because of their nature; their treatment depends on the applicable legal requirements.
11. Exchanges
We do not offer standard direct exchanges.
If you wish to receive a different product, you may, where applicable, return the relevant product in accordance with the applicable rules and then place a new order.
This procedure does not affect your statutory rights regarding legal guarantees or the right of withdrawal.
12. Returns made without prior contact
We recommend contacting us before making any return so that we can provide you with the appropriate return instructions.
A return made without contacting us beforehand may result in additional processing time, particularly if we are unable to immediately identify the relevant order.
However, failure to contact us in advance does not deprive consumers of their statutory right of withdrawal where that right has been validly exercised and the applicable legal conditions are met.
13. Contact
For any request concerning an order cancellation, withdrawal, return, refund or defective product:
MangaKawaii / Figurine & Kawaii
Email: contact@figurine-kawaii.com
We recommend including your order number in any request to facilitate its processing.
14. Statutory rights
This refund policy does not limit or replace any rights granted to consumers under mandatory statutory provisions applicable in their country of residence.
Where applicable law grants consumers greater or different protection than that described in this policy, such statutory provisions shall prevail.