Refund policy

Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

For in-stock items, cancellation may not be available after the order has entered the shipping preparation stage.

For pre-order items, cancellations are generally not accepted after the order is placed, as production quantities are based on confirmed orders.

If we are unable to produce or fulfill a pre-order item, we will issue a full refund for the affected item.

If shipment is delayed beyond the stated or estimated shipping period, we will notify you and provide an updated shipping estimate when available.

For customers in the United States, if shipment is delayed beyond the stated or estimated shipping period, you may choose to agree to the delay or cancel the affected unshipped item(s) for a full refund, in accordance with applicable law.

EU and UK Withdrawal Rights

If you are a customer in the EU or UK, you may have the right to withdraw from your purchase within 14 days in accordance with applicable consumer protection laws.

For goods, the withdrawal period generally begins on the day you or a third party designated by you receives the goods.

To exercise your withdrawal right, please contact us at hi@raccoonnest.studio before returning any item.

You may inspect the goods as necessary to determine their nature, characteristics, and functioning, in accordance with applicable law. Returned items should not be used beyond what is necessary for such inspection.

You may be responsible for the cost of returning the goods, unless the item is defective, incorrect, or otherwise required by applicable law.

If you exercise a valid withdrawal right, we will refund the payments we received from you for the returned item(s), including standard outbound shipping costs where required by applicable law. Additional costs resulting from your choice of a more expensive shipping method than our standard shipping option may not be refundable.

Damaged, Defective, Incorrect, or Non-conforming Items

Please inspect your order upon delivery and contact us as soon as possible, preferably within 7 days of receiving your package, if the item is damaged, defective, incorrect, or otherwise non-conforming.

To help us review the issue, please include your order number and clear photos of the item, packaging, and shipping label.

We will review the case and may offer a repair, replacement, partial refund, or refund depending on the situation and applicable law.

For customers in the EU or UK, statutory rights for defective, incorrect, or non-conforming goods may apply in accordance with applicable consumer protection laws. These rights may include repair, replacement, refund, or other remedies required by applicable law.

Nothing in this Refund Policy limits any mandatory legal guarantee, product conformity, repair, replacement, refund, or other statutory rights you may have under applicable law.

Returns and Exchanges

If you need to request a return or exchange, please contact us before sending any item back. Items sent back to us without first requesting a return may not be accepted, except where otherwise required by applicable law.

Returned items should be unused, unopened, and in their original condition and packaging, unless the item is defective, incorrect, non-conforming, the return is made under a valid withdrawal right, or return is required by applicable law.

Exchanges are subject to product availability. If a replacement item is not available, we may offer a refund or another remedy in accordance with applicable law.

Non-returnable Items

For hygiene and safety reasons, dakimakura covers and other textile products may not be returnable once opened or used beyond what is necessary to inspect the goods, unless the item is defective, incorrect, non-conforming, the return is made under a valid withdrawal right, or return is required by applicable law.

Pre-order items, made-to-order items, limited production items, and items produced based on confirmed orders may not be eligible for cancellation, return, or exchange unless the item is defective, incorrect, non-conforming, cannot be fulfilled by us, the return is made under a valid withdrawal right, or return is required by applicable law.

Customer Responsibility

We cannot offer refunds or replacements for damage caused by improper use, incorrect storage, incorrect washing or cleaning, accidental damage, or normal wear and tear.

Customers are responsible for providing a correct and complete shipping address. We are not responsible for failed delivery caused by incorrect or incomplete address information, except where otherwise required by applicable law.

Color Differences

Product colors may vary slightly depending on screen settings, lighting, and production batches. Minor color differences are not considered defects.

Refunds

If a refund is approved, it will be processed to your original payment method.

Please note that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.

Where required by applicable law, refunds will be processed within the required legal timeframe.

Shipping Fees

Shipping fees are generally non-refundable unless the issue was caused by our error or refund is required by applicable law.

For customers exercising a valid withdrawal right in the EU or UK, standard outbound shipping costs may be refundable where required by applicable law. Additional costs resulting from your choice of a more expensive shipping method than our standard shipping option may not be refundable.

Return shipping costs may be the customer’s responsibility unless the item is defective, incorrect, non-conforming, or otherwise required by applicable law.

For international orders, customs duties, import taxes, customs fees, brokerage fees, handling fees, and other charges collected by the destination country, customs authority, payment provider, or shipping carrier are not refundable by us, unless otherwise required by applicable law.

Lost, Delayed, or Returned Packages

Please make sure your shipping address is correct and complete before placing an order.

If your package is delayed, appears to be lost, or is returned to us, please contact us so we can assist with checking the shipment status.

If a package is returned to us due to an incorrect or incomplete address, failed delivery attempt, refusal to receive the package, refusal to pay customs duties or taxes, or failure to collect the package, the customer may be responsible for reshipping costs.

If you do not want the package to be reshipped, refund eligibility will be handled in accordance with this Refund Policy and applicable law. Shipping fees, return shipping costs, customs duties, import taxes, customs fees, brokerage fees, and other third-party charges may not be refundable unless otherwise required by applicable law.

Shipping delays caused by customs clearance, postal delays, local carrier conditions, holidays, weather, or other factors beyond our control are not considered product defects.

For customers in the EU or UK, risk of loss or damage may remain with us until the goods are delivered to you or to a person designated by you, where required by applicable law.

If a shipment appears to be lost or damaged before delivery, we will assist with checking the shipment status and, where required by applicable law, provide an appropriate remedy. Any claim with the shipping carrier may be handled by us separately.

Mandatory Consumer Rights

Nothing in this Refund Policy limits or excludes any mandatory consumer rights you may have under the laws of your country or region of residence, including any non-waivable cancellation, withdrawal, refund, repair, replacement, legal guarantee, delivery, or product conformity rights.

If any part of this Refund Policy conflicts with mandatory consumer protection laws that apply to you, those mandatory laws will prevail to the extent of the conflict.

Contact

You can contact us for return or refund questions at hi@raccoonnest.studio.