Refund Policy
All sales at Sakuro are final. Due to the collectible nature of our products, we do not offer refunds, returns, or exchanges unless an item arrives damaged or incorrect.
Damaged or Incorrect Items
If your item arrives damaged or incorrect, please contact us within 48 hours of delivery. You must include your order number and clear, time-stamped photos of the item, packaging, and shipping label. All claims are subject to review, and Sakuro reserves the right to deny a replacement or refund if there is evidence of misuse, tampering, or false claims.
Eligibility
To be eligible for a replacement or refund, your item must be unused and in its original condition. For open box figures, the inner sealed packaging must remain unopened and the outer box must be returned in sellable condition. We reserve the right to deny a return if the packaging is damaged, tampered with, or shows signs of misuse. Returns may be requested before a resolution is provided.
Non-Refundable Items
All blind box and mystery box items are non-refundable, even if opened. Refunds or replacements may be considered only if the blind box arrives damaged and still sealed, or if the item received is incorrect. In both cases, the item must be returned and verified as the original product sent.
Order Cancellations
Orders may be cancelled within 24 hours of purchase, as long as they have not shipped.
Preorders are final sale and non-refundable, even within the 24-hour window.
If you need to cancel an eligible order, email us at sakuro.official@gmail.com with your order number immediately.
Lost or Stolen Packages
Once your order is handed off to the shipping carrier (Canada Post, USPS, etc.), we are no longer responsible for any lost or stolen packages. This includes situations where tracking shows "delivered" but the item is not received.
That said, we understand things can happen, so as a one-time courtesy, we may offer partial store credit based on the following:
- Orders under $100: Eligible for store credit or partial refund up to 75%, depending on the situation.
- Orders between $100–$200: May qualify for up to 50% store credit or partial refund.
- Orders over $200 (e.g. sealed cases): Eligible for 25–40% store credit or partial refund, based on order history and the nature of the loss.
Please note: We do not offer full refunds or replacements on lost packages.
Contact Us
If you have any issues with your order, please contact us through our contact page or DM us on Instagram @sakuro.official.
Chargebacks & Disputes
All orders are shipped with tracked delivery and documented fulfillment. If a chargeback is filed for a fulfilled and delivered order, we will submit all necessary proof to our payment processor, including product listings, tracking numbers, delivery confirmations, and customer communication records.
Filing a chargeback on a valid purchase may result in a permanent ban from future orders. Please reach out to us first if there’s ever an issue — we’re here to help resolve things quickly and fairly.