Refund policy

Refund & Cancellation Policy

TOMODACHI offers Store Products, including Oshi Box and Pairing Box products, as well as Concierge Shopping services.

Because many TOMODACHI products are individually selected, sourced, or prepared based on each customer's preferences, and because Concierge Shopping items are purchased specifically on behalf of individual customers, cancellations, returns, exchanges, and refunds are subject to the conditions below.

Please review this policy before placing a Store Product order or approving and paying for a Concierge Shopping request.

1. Cancellation Before Processing Begins

Store Products (Oshi Box and Pairing Box)

If you wish to cancel a Store Product order, please contact TOMODACHI as soon as possible.

If TOMODACHI has not yet begun selecting, sourcing, purchasing, or preparing merchandise for your order, cancellation may be accepted and the applicable payment refunded.

Once selection, sourcing, purchasing, or preparation has begun, cancellation for reasons attributable to the customer is generally not accepted.

Concierge Shopping

After reviewing a Concierge Shopping request, TOMODACHI will provide the applicable item details, charges, and quotation before purchasing or procuring the requested items.

If you wish to cancel your request, please contact us as soon as possible.

If TOMODACHI has not yet purchased, committed to purchase, or otherwise begun procuring the requested item, and no non-refundable or non-recoverable costs have been incurred, the request may be cancelled and the applicable payment refunded.

2. Cancellation After Processing or Purchasing Has Begun

Once TOMODACHI has begun selecting, sourcing, purchasing, preparing, or otherwise committing resources to a Store Product or Concierge Shopping request, cancellation for reasons attributable to the customer is generally not accepted.

For Concierge Shopping, this includes situations where TOMODACHI has:

- Purchased the requested item
- Committed to purchase the item
- Paid a seller, store, event organizer, or other third party
- Incurred an event-related or other non-refundable cost
- Begun another service specifically requested and approved by the customer

For Store Products, this includes situations where TOMODACHI has begun selecting, sourcing, purchasing, or preparing merchandise specifically for the customer's order.

If cancellation is requested after processing has begun, TOMODACHI may review the circumstances individually.

Any refund that may be available will depend on the status of the order or request, recoverable amounts, third-party seller conditions, and costs already properly incurred.

3. Surprise and Personalized Product Selection

Certain TOMODACHI Store Products, including Oshi Box and some Pairing Box products or options, include merchandise selected by TOMODACHI based on information or preferences provided by the customer.

Depending on the applicable product, customers may provide information such as a preferred:

- Character
- Idol
- VTuber
- Creator
- Series
- Group
- Pairing or ship
- Other preference described on the product page

Unless expressly stated otherwise on the applicable product page or agreed by TOMODACHI in writing:

- Specific merchandise items cannot be guaranteed
- Specific merchandise categories cannot be guaranteed
- Product selection may vary depending on availability
- The exact contents may not be known by the customer before shipment

A customer's dissatisfaction with the particular merchandise selected, merchandise category, design, color, character pose, combination of items, or other matter of personal preference does not by itself constitute a defect and is not grounds for a return, exchange, or refund where the product was prepared in accordance with the applicable product description and information provided by the customer.

If TOMODACHI makes a material error, such as preparing an order for a different character, series, group, pairing, or other preference from the information correctly provided by the customer, please contact us and we will review the appropriate resolution.

4. Event-Exclusive, Limited-Edition, and High-Demand Items

Availability of event-exclusive, limited-edition, pre-order, made-to-order, and high-demand items is never guaranteed.

Items may:

- Sell out
- Become unavailable
- Be subject to purchase limits
- Be subject to lottery or entry systems
- Be affected by event rules
- Be cancelled by the seller or organizer
- Become unavailable due to circumstances outside TOMODACHI's reasonable control

If TOMODACHI is unable to obtain a requested item before completing the purchase, we will notify the customer and refund the applicable amount received for the unavailable item or affected portion of the request.

Any event-related service fee, admission fee, transportation-related cost, or other non-refundable or non-recoverable cost will be disclosed before payment where applicable.

Where such a cost has already been properly incurred after the customer approved the applicable quotation, that amount may not be refundable to the extent permitted by applicable law.

5. Customer-Requested Returns and Exchanges

Returns or exchanges for reasons attributable to the customer are generally not accepted for products that conform to the applicable order, product description, or request, except where the customer has a mandatory right under applicable law.

Examples of customer-related reasons include:

- Change of mind
- Personal preference
- No longer wanting the item
- Differences between the customer's expectation and the actual item where the product was correctly described
- Dissatisfaction with a surprise or personalized merchandise selection
- Incorrect selection or information provided by the customer

Due to the nature of Concierge Shopping, items purchased specifically on a customer's behalf are generally not eligible for customer-requested return or exchange after procurement.

If the original Japanese seller exceptionally accepts a return, TOMODACHI may be able to assist with the process.

Any such return may be subject to:

- The original seller's return conditions
- Japanese domestic return shipping
- International shipping
- Handling costs
- Other costs required to complete the return

These costs will generally be the customer's responsibility unless otherwise agreed or required by applicable law.

Pre-owned, rare, vintage, limited-edition, event-exclusive, opened, made-to-order, individually distributed, personalized, or similar products may not be eligible for return.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is materially damaged, materially defective, or materially different from the item or order confirmed by TOMODACHI, please contact us within 7 days of delivery.

Please provide:

- Your order or request details
- A description of the issue
- Clear photographs of the item
- Photographs of the shipping packaging where relevant
- Any other information reasonably required to review the issue

TOMODACHI will review the circumstances and determine an appropriate resolution.

Depending on the situation, this may include:

- Replacement
- Partial refund
- Full refund
- Assistance with a seller or carrier claim
- Another reasonable resolution

Minor manufacturing variations or other differences that do not materially affect the product are not normally considered defects.

For pre-owned, vintage, rare, collectible, event-exclusive, individually distributed, or similar items, minor scratches, dents, creases, fading, signs of storage or handling, or other imperfections may not constitute a defect where they were disclosed in advance or are reasonably consistent with the nature and condition of the item.

Minor damage or wear to external retail packaging that does not materially affect the merchandise itself may also not qualify for a refund, depending on the nature of the product and the circumstances.

7. Return Shipping

If TOMODACHI approves a return because an incorrect item was shipped or because of another significant issue attributable to TOMODACHI, TOMODACHI will bear reasonable return shipping costs.

If a return is exceptionally accepted for a reason not attributable to TOMODACHI, the customer will be responsible for applicable return shipping and related costs unless otherwise agreed in writing or required by applicable law.

Please do not return any product without contacting TOMODACHI first.

Return instructions and the applicable return address will be provided after the return has been approved.

Items returned without prior authorization may not be accepted.

8. Shipping Damage, Loss, or Delivery Issues

International shipping services are provided by third-party carriers.

If a package appears to be lost or arrives materially damaged, please contact TOMODACHI as soon as possible.

For damaged shipments, please keep:

- The item
- The shipping box or envelope
- All protective packaging
- The shipping label

Please also take clear photographs of the package and damaged items.

TOMODACHI will assist with information reasonably required to investigate the shipment or submit a carrier claim where applicable.

Eligibility for compensation for loss or shipping damage may depend on:

- The selected shipping method
- Available insurance or carrier compensation coverage
- Carrier investigation
- Carrier terms and compensation limits
- The circumstances of the shipment

Further information is provided in our Shipping Policy.

Nothing in this section limits any responsibility that TOMODACHI cannot legally exclude under applicable law.

9. Returned or Unclaimed Shipments

If a package is returned to TOMODACHI because of circumstances attributable to the customer, including:

- Incorrect or incomplete delivery information
- Failure to collect the package
- Failure to pay required customs duties or taxes
- Failure to complete required import procedures
- Refusal of delivery

the original international shipping charge is generally not refundable.

Additional return shipping, handling, and reshipping charges may also apply.

TOMODACHI will contact the customer to explain the available options and applicable costs before reshipping.

10. Customs Duties, Import Taxes, and Related Charges

Customs duties, import taxes, VAT/GST, brokerage fees, customs clearance charges, and other charges imposed by destination-country authorities or carriers are generally outside TOMODACHI's control.

Unless otherwise expressly stated, these charges are the customer's responsibility.

Amounts paid directly to customs authorities, governments, shipping carriers, or other third parties may not be refundable by TOMODACHI.

If a shipment is refused, returned, confiscated, or disposed of by customs, any refund will depend on the circumstances, recoverable amounts, applicable law, and costs already properly incurred.

Please refer to our Shipping Policy for further information.

11. Items TOMODACHI Is Unable to Obtain

If TOMODACHI is unable to obtain an item because it is:

- Sold out
- Discontinued
- Unavailable
- Cancelled by the seller
- Restricted or prohibited
- Otherwise unable to be reasonably procured

TOMODACHI will refund the amount received for the unavailable item or affected portion of the order, less only any costs that were clearly disclosed, approved by the customer, and already properly incurred where applicable.

For Store Products that involve surprise or personalized merchandise selection, the unavailability of one particular merchandise item does not normally result in cancellation or refund where TOMODACHI can select other suitable merchandise consistent with the applicable product description.

12. Restricted or Ineligible Items

TOMODACHI may refuse or cancel an order or request if an item cannot legally or reasonably be purchased or shipped because of:

- Japanese law
- Destination-country law
- Customs restrictions
- Carrier restrictions
- Dangerous goods regulations
- Seller or marketplace rules
- Payment provider requirements
- TOMODACHI's service policies

If payment has already been received and TOMODACHI has not purchased the item or incurred approved non-refundable or non-recoverable costs, the applicable amount will be refunded.

If costs have already been properly incurred, the refundable amount will be determined based on the circumstances and applicable law.

13. Refund Processing

Approved refunds will generally be issued to the original payment method whenever reasonably possible.

TOMODACHI will submit an approved refund as promptly as reasonably possible after the refund has been confirmed.

After TOMODACHI submits the refund, the time required for the amount to appear in the customer's account may vary depending on the customer's:

- Payment provider
- Card issuer
- Bank
- Currency
- Payment processing network

TOMODACHI does not control the processing time after a refund has been submitted to the relevant payment provider.

Currency conversion or exchange-rate differences may cause the amount shown on the customer's statement to differ slightly from the amount originally charged.

Any mandatory refund rights under applicable law will apply regardless of this section.

14. Mandatory Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict, or limit any cancellation, return, refund, compensation, or other consumer right or remedy that cannot legally be excluded under applicable law.

Contact Us

If you have questions about a cancellation, return, exchange, or refund, please contact TOMODACHI as soon as possible.

Where possible, please contact us before placing an order, approving a quotation, returning an item, or taking other action relating to a disputed order.

Business name: TOMODACHI

Email: hello@projecttomodachi.com

Phone: +81 70 9147 5141

Location: Fukuoka, Japan