SHIPPING & RETURNS

Returns/Refund Policy

Here at UP2ANIME, we want your shopping experience to be the best it can be. However, we understand that customers may occasionally wish to return an item. Please read our Returns & Refund Policy below.

Returns

Please contact us within 7 days of receiving your parcel or purchasing an item in-store, unless a different return period is specified for certain product categories below.

To be eligible for a change-of-mind return or exchange, items must be returned in brand-new, unused and resalable condition, with all original packaging, tags and accessories included.

Items showing signs of use, wear, damage or alteration, or items that can no longer be resold as brand new, will not be accepted for return or exchange.

All returned items are subject to inspection by UP2ANIME.

Returns are processed within 7 business days of receiving and inspecting the returned item.

Approved refunds will be issued to the original payment method.

Original shipping costs and return shipping costs for change-of-mind returns are non-refundable.

Prize Figures

Prize figures are mass-produced products and may have minor paint imperfections, uneven paintwork, visible seams, minor surface marks or other manufacturing variations.

Minor paint defects and manufacturing imperfections are considered normal characteristics of prize figures and are not eligible for refunds or exchanges.

If you believe your item has a significant manufacturing defect that materially affects the product, please contact us with photos so we can assess the issue.

Costumes and Apparel

For change-of-mind returns or exchanges, costumes and apparel must be returned within 3 days of receiving the parcel or purchasing the item in-store.

Items must be unworn, unused and unwashed, with all original packaging and tags included.

Replica Swords and Similar Products

For change-of-mind returns or exchanges, replica swords and similar products must be returned within 3 days of receiving the parcel or purchasing the item in-store.

Items must be returned in brand-new, unused and resalable condition.

Change-of-mind returns or exchanges will not be accepted if the item has been used, worn or carried, including use for cosplay, photography, filming, events, performances or any other temporary purpose.

Items showing signs of use, wear, scratches, damage or alteration, or items that can no longer be resold as brand new, will not be accepted for return or exchange.

Non-Returnable Items

We do not accept change-of-mind returns or exchanges for:

Body pillows and body pillow covers;

Pre-order items;

Trading Card Game (TCG) and collectible card products;

Mystery boxes, mystery bags and blind boxes;

Opened, assembled or displayed figures and collectibles; and

Free gifts and promotional items.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible with your order details and relevant photos.

Depending on the circumstances and applicable consumer law, we may provide a repair, replacement or refund.

Consumer Guarantees Act

Nothing in this policy excludes or limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.