CANCELLATION POLICY - Waiphonk

How to Cancel an Order:

If you wish to cancel an order or you regretted your purchase, you can request the cancellation of the order. Preferably before making the payment (in case your payment is by wire transfer or deposit).
To initiate the process it is necessary to send an email to [email protected] including your full name and order number.

CANCELLATION OF IMPORTATION PRODUCTS AND PRE-ORDERS - Waiphonk

IMPORTANT: Canceling an importation product can only be done before your payment is confirmed, this is because once the payment is confirmed, we will proceed to request that your desired product is imported from Japan, so during this time we CANNOT REFUND YOUR MONEY.
However, once the product arrives in Mexico, we will check the product superficially without breaking the seals to verify that there are no manufacturing defects. When the product is shipped to the user, RETURN AND REFUND POLICIES may apply.

For the benefit of our customers, it is possible to cancel a Pre-Order and get a full refund of the payment(s) made!
This policy cannot be applied 30 days before the release date of a product. In the event that the user requests to cancel the pre-order; an agreement must be reached. If the product is canceled for the reason of not having been paid in full by the user in time, we reserve the right to cancel the order, with the possibility to obtain a partial or full refund.

This return and refund policy is valid as of Jul 2023. Only valid for orders shipped in Mexico

RETURN & REFUND POLICY - Waiphonk

How to request a return due to dissatisfaction with the product:

If you are not satisfied with the product or regretted your purchase, you may request a refund within 24 hours from the date of receipt of the order.

To validate the return due to dissatisfaction:

• The original packaging of the product must remain sealed.
• The product must be in the same condition in which it was sent, as new, without damage to the packaging and unused.

To initiate the process it is necessary to send an email to [email protected] indicating your full name and order number. You will receive your refund within 30 days from the date the returned products are received. The amount will be refunded using the same payment method you selected when purchasing from our online store, however, the costs of the return will be borne by the customer.

IMPORTANT: Imported Products
Due to the nature of an imported product, at the moment of payment confirmation the user will be notified that the product is already in the process of being imported.
At this time the order cannot be cancelled or modified in its entirety.

The Return Policy can only be made as soon as the product is received by the user. However, prior to shipment, we will check the imported product to make sure that the security seals on the packaging are not broken to ensure that there are no noticeable defects.
In case this product does have defects that can only be verified by breaking the seals and opening the package, it is of utmost importance that you notify us by email with evidence (photos, videos) that the product has defects, so we can open a claim with the supplier.

We reserve the right to share the results of such claim as well as the supplier's confidential information.

How to request a refund for defective or damaged products:

IMPORTANT: As we are not the manufacturer of some products, we cannot guarantee that products such as figures or assemblable models are free of defects. We do our best to verify, without breaking the security seals, that the product has arrived without defects.
In the event that we detect a defect, we will notify the supplier and the user, in order to seek a full refund for the user.

Based on the Federal Consumer Protection Law,  in the case of items with manufacturing defects, malfunctions, damaged or missing products, you have the right to request a refund within 30 days from the date of receipt of the order at your address.

To do so, you must send an email to [email protected] indicating your full name, order number and information about the manufacturing defect of your product (description with photos or videos). We will review your case and the amount will be refunded using the same payment method you selected when purchasing from our online store. There will be no additional cost for you to receive your refund.

How to return products:

Following the provisions of the Federal Consumer Protection Law, the shipping costs of returning products due to dissatisfaction or regret the return cost will be borne by the customer, however in case of return for products with damage caused during shipment, the return cost will be borne by us.

After sending us the email, you will receive an authorization code to your email as well as a guide to send the goods through our logistics operator. The product must be sent in its original packaging with labels, accessories and any additional items (excluding gifts) that were sent in the package and are part of the item to be returned.

Packaging costs are borne by the customer, so we suggest using the same packaging in which you received your purchase if it is not damaged or in a suitable box that preserves the integrity of the product during transport.

The return of the product must be made to the address that will be provided by e-mail.

Contact us:

If you have any questions or doubts about our refund or return policies, we keep our communication channels at your disposal. You can send us an email to [email protected] with your question, full name and phone number (in case you wish to be contacted by another means).