Returns & Refunds Policy

Last updated: 2026

At The Anime Otaku, we want you to be happy with your purchase. If something isn't right, you can return eligible items in accordance with this policy and your rights under UK consumer law.

Nothing in this policy affects your statutory rights.

1. Online Orders – Changed Your Mind?

If you purchase from us online, you normally have the right to cancel your order within 14 days of receiving your goods.

To request a return, email contact@theanimeotaku.com with your order number and the item(s) you wish to return or carry out the return online.

Returned items should be in their original condition with packaging, tags and accessories where applicable. You may inspect an item as you reasonably would in a shop, but we may reduce your refund if the item has been handled beyond what is necessary to establish its nature, characteristics and functionality and its value has been reduced as a result.

Unless the product is faulty, damaged or incorrect, you are responsible for the cost of returning it.

2. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If an item is faulty, damaged or not as described, please contact us at contact@theanimeotaku.com with your order number and details of the problem. Photographs may help us resolve your issue more quickly.

If you exercise your short-term right to reject faulty goods within 30 days, you may be entitled to a refund. After this period, you may still have rights to a repair, replacement or, in certain circumstances, a refund or price reduction.

Where goods are faulty or we have sent you the wrong item, we will cover reasonable return costs where required.

3. Items That Cannot Normally Be Returned

Certain products are excluded from the statutory right to cancel an online order, including:

• personalised or made-to-order products;
• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
• sealed audio, video or computer software once unsealed.

These exclusions do not remove your rights where an item is faulty, damaged, misdescribed or otherwise does not meet your statutory rights.

4. Manga, Collectibles & Sealed Products

Manga, figures, trading cards, collectibles and other products should be returned with their original packaging, inserts and accessories where applicable.

Where sealed packaging is part of the product's condition or value, opening or damaging that packaging may affect the amount we can refund if you are returning an item because you changed your mind.

This does not affect your rights if the product is faulty or not as described.

5. Clothing & Apparel

Clothing may be tried on to determine fit, but should be returned unworn beyond this, unwashed and with its original tags attached.

We may reduce a refund where handling has reduced the value of the item.

6. How to Make a Return

Email contact@theanimeotaku.com with:

• your order number;
• the item(s) you wish to return; and
• the reason for the return.

We will provide you with the relevant return instructions and return address.

Please package returned items securely. We recommend obtaining proof of postage and using a tracked service, as you remain responsible for the return until it reaches us where you arrange the return yourself.

7. Refunds

For eligible online cancellations, we will refund the price paid for the returned goods and, where required by law, the cost of our standard delivery option. If you selected a more expensive delivery service, the additional delivery cost is not refundable unless required by law.

Refunds will be made to your original payment method.

For change-of-mind cancellations, refunds will be made within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier, subject to our legal right to withhold the refund until we receive the goods or evidence of their return.

8. In-Store Purchases

The statutory 14-day cancellation period applies to most distance purchases, including online orders. It does not generally apply simply because you change your mind about something purchased in our physical store.

Any change-of-mind returns we choose to accept for in-store purchases are subject to our in-store returns terms.

Your statutory rights remain unaffected where an item purchased in-store is faulty, not as described or otherwise does not meet the requirements of the Consumer Rights Act 2015.

9. International Orders – Returns & Cancellations

International orders are final sale and we do not offer change-of-mind returns on orders delivered outside the United Kingdom, except where required by applicable consumer law.

International customers may request to cancel an order at any time before it has been dispatched. To request a cancellation, please contact contact@theanimeotaku.com as soon as possible and include your order number.

A cancellation is only possible if the order has not already been dispatched. Once an international order has been dispatched, we are unable to accept a return simply because you have changed your mind, ordered the wrong item, no longer want the item, or wish to avoid customs duties, taxes or other import charges.

This does not affect any rights you may have under applicable law where goods are faulty, damaged, not as described, or where a return or cancellation right cannot legally be excluded.

10. Pre-Orders – Cancellations & Returns

A pre-order is a firm commitment to purchase stock that The Anime Otaku orders or reserves specifically in anticipation of fulfilling customer pre-orders.

Once a pre-order has been placed with our licensor, manufacturer or distributor, we may be committed to purchasing that stock and may be unable to cancel or return it to our supplier. For this reason, pre-orders cannot normally be cancelled before dispatch simply because you have changed your mind.

Where we are able to cancel a pre-order with our supplier before the order becomes committed, we may agree to a cancellation at our discretion.

Once a pre-order has been dispatched, our standard Returns & Refunds Policy applies together with any cancellation or return rights you have under applicable consumer law.

If a pre-order product is faulty, damaged, not as described or incorrect, your statutory consumer rights are unaffected.

If the manufacturer, licensor or distributor cancels the product and we are therefore unable to fulfil your pre-order, you will be entitled to a refund of the amount paid for the cancelled product.

Release dates and estimated arrival dates for pre-order products are supplied by manufacturers and distributors and may change. A change to an estimated release date does not automatically mean that the product has been cancelled.

By placing a pre-order, you acknowledge that the product is being ordered or reserved in reliance on your order and that our ability to cancel that order with the supplier may be limited. This does not affect any rights that cannot legally be excluded.

11. Contact Us

If you have a question about a return, refund or faulty item, please contact:

The Anime Otaku Ltd
Email: contact@theanimeotaku.com

Please include your order number where applicable so we can assist you as quickly as possible.