Refund policy
1. Introduction
Thank you for shopping at MIRACO – Your Gateway to Japanese Anime & Cards. We are committed to ensuring your satisfaction with our products. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds, specifically tailored for our international customers.
Our policy is designed to be transparent and compliant with international consumer protection laws, including the European Union's 14-day cooling-off period.
2. General Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
2.1. How to Initiate a Return
To start a return, please contact us at aknowledge.hp@gmail.com. If your return is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Address: AKNOWLEDGE Co., Ltd. Returns Department 24-4-6 Shirosaki Echizen, Fukui 915-0876 Japan
2.2. Return Shipping Costs
•For defective, damaged, or incorrect items: We will cover the return shipping costs.
•For all other returns (e.g., change of mind): You, the customer, will be responsible for the return shipping costs. We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit.
3. Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This will allow us to evaluate the issue and make it right.
We may request photographic evidence of the damage or defect to process your request.
4. Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:
•Perishable goods (e.g., food, flowers, or plants)
•Custom products (e.g., special orders or personalized items)
•Personal care goods (e.g., beauty products)
•Hazardous materials, flammable liquids, or gases
We also do not accept returns for:
•Sale items
•Gift cards
Please get in touch if you have questions or concerns about your specific item.
5. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
6. European Union (EU) 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
7. Refunds
Once we’ve received and inspected your return, we will notify you and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
7.1. Refund Processing Time
Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at aknowledge.hp@gmail.com.
7.2. Deductions from Refunds
For returns where the customer is responsible for shipping costs, the original shipping fees will not be refunded. Additionally, if you refuse to pay customs duties and the package is returned to us, the original shipping costs and any return fees charged to us will be deducted from your refund.
8. Policy Changes
We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically.
9. International Shipping Considerations
9.1. Return Period Calculation
For international orders, the 30-day return period begins from the date of delivery confirmation, not the shipping date. We understand that international shipping may take longer, and we will consider delivery delays when evaluating return requests.
If your package was significantly delayed due to customs processing or shipping carrier issues beyond our control, please contact us to discuss your return options.
9.2. Currency and Exchange Rates
Refunds will be processed in the original currency of purchase. If currency conversion is required, we will use the exchange rate from the original purchase date. Any currency conversion fees charged by your bank or payment provider are your responsibility.
9.3. International Taxes and Duties
If you paid VAT or other taxes at the time of purchase, these may be refunded according to the tax regulations of your country. However, customs duties paid upon delivery are generally non-refundable as they are collected by your local customs authority, not by us.
10. Communication and Support
10.1. Language Support
We provide customer support in English and Japanese. All return-related communications will be conducted in English unless otherwise requested.
10.2. Response Times
Due to time zone differences, please allow up to 48 hours for our initial response to return requests from international customers. We operate Monday through Friday, Japan Standard Time (JST), and are closed on Japanese national holidays.
11. Legal Jurisdiction
This Refund Policy is governed by the laws of Japan. Any disputes arising from returns or refunds will be subject to the exclusive jurisdiction of the courts in Fukui, Japan. However, this does not affect your statutory rights as a consumer in your country of residence.