1. Right of Withdrawal (EU Customers)
Under EU Directive 2011/83/EU (Art. 9) and the Italian Consumer Code (D.lgs. 206/2005), you have the right to withdraw from the contract within 14 days of delivery, without providing any reason.
To exercise your right of withdrawal, you must notify us before returning the product: info@otakura.com
Once we receive your withdrawal notice, you have a further 14 days to return the goods.
2. Return Procedure
- Send an email to info@otakura.com with subject "Return Request – Order #[NUMBER]"
- State which product you wish to return and the reason
- Wait for our confirmation and shipping instructions
- Return the product intact, unused, and in its original packaging
- Keep the shipping receipt with tracking number
Return shipping costs are at the customer's expense, except in cases of defective, incorrect, or transit-damaged items.
3. Refunds
Refunds are issued within 14 days of receiving your withdrawal notice, via the same payment method used for the purchase. We reserve the right to withhold the refund until we receive the goods or proof of return shipment, whichever comes first.
⚠️ Refunds cover the product cost and original standard shipping fees. Express or priority shipping costs chosen by the customer are non-refundable.
4. Sealed Products — No Returns if Opened
Sealed products (booster packs, displays, starter decks, bundles, collector boosters, etc.) cannot be returned once opened, even partially. Breaking the seal renders the product ineligible for return under Art. 16(e) of Directive 2011/83/EU.
Returns on sealed products are accepted only if:
- The product is completely factory-sealed
- The outer packaging shows no signs of opening, tampering, or customer-caused damage
5. Single Cards
Returns on single cards are accepted within 7 days of delivery and only in the following cases:
- Defective card (misprint, factory damage)
- Wrong card received
- Condition significantly misrepresented compared to what was received
Returns on singles are not accepted for change of mind, market price fluctuations, or reasons related to official bans or errata.
6. Accessories
Accessories (playmats, deck boxes, sleeves, binders) may be returned within 14 days of delivery if unused and in original packaging. Accessories that have been clearly opened or used are not eligible for return.
7. Defective or Damaged Products
If you received a defective or transit-damaged product:
- Contact us within 48 hours of delivery at info@otakura.com
- Attach photos of the product and outer packaging
- We will offer a replacement, reorder, or full refund at our discretion
In case of a confirmed defect, return shipping costs are fully covered by Otakura.com.
Under Italian Consumer Code (D.lgs. 206/2005), you are entitled to a 2-year legal guarantee from the date of purchase.
8. Pre-Orders
For our full pre-order policy, please see our Pre-Order Terms.
9. Order Cancellations
9.1 Cancellation Window
Standard orders may be cancelled within 12 hours of payment, provided they have not yet been processed or shipped. Beyond this timeframe, cancellation cannot be guaranteed.
To request a cancellation: info@otakura.com — subject: "Order Cancellation – Order #[NUMBER]"
9.2 Orders Already Processing or Shipped
Once an order status is "Processing" or "Shipped", cancellation is no longer possible. In this case, you may exercise your right of withdrawal under Section 1 once the parcel has been delivered.
9.3 Chargebacks
For chargebacks on legitimately processed and shipped orders, we reserve the right to:
- Dispute the claim with payment, shipping, and tracking evidence
- Permanently suspend the customer's account
- Refuse future orders
We encourage you to contact us before opening a dispute with your bank or payment provider — we are committed to resolving any issue directly.
10. Exclusions from the Right of Withdrawal
Under Art. 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Opened sealed products (booster packs, displays, bundles, etc.)
- Customised or made-to-order products
- Perishable goods or goods with an expiry date
- Downloaded digital files or already-redeemed activation codes
11. Rights by Country
European Union Customers (IT, DE, FR, ES and all EU countries)
- Right of withdrawal: 14 days from delivery (Dir. 2011/83/EU, Art. 9)
- Refund: within 14 days of the withdrawal notice — not from receiving the return (Art. 13)
- Legal guarantee: 2 years (Italian Consumer Code D.lgs. 206/2005)
- Dispute resolution: ODR platform available → ec.europa.eu/consumers/odr
United Kingdom Customers
- Cancellation right: 14 days from delivery (CCR 2013, Reg. 29)
- Refund: within 14 days of our physical receipt of the return — different from EU (CCR 2013, Reg. 34)
- Guarantee: Consumer Rights Act 2015 (2 years)
- Note: The UK no longer has access to the EU ODR platform post-Brexit. For disputes: info@otakura.com
USA Customers
- No federal right of return — our voluntary policy applies (sections 2–7)
- FTC Mail Order Rule: for pre-orders delayed beyond 30 days, we notify within 7 business days with refund offer
- For disputes: info@otakura.com
Switzerland, Turkey, Ukraine & Other Non-EU Countries
- EU Directive 2011/83/EU does not apply outside the EU
- Our voluntary policy applies (sections 2–7)
- Customs duties and clearance fees are always at the customer's expense
12. Contact & Dispute Resolution
info@otakura.com
EU customers who are unable to resolve a dispute directly with us may use the European Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr
Otakura.com is operated by Mangano Design di Andrea Mangano & C. S.A.S. — VAT IT13044310012 — Via Susa 35, 10138 Turin (TO), Italy