Refund policy
Returns, Refunds, and EU Right of Withdrawal
This policy explains how returns, refunds, exchanges, and EU withdrawal requests are handled by CSTOYS International.
Important: Please do not send any item back to us before receiving return instructions from CSTOYS International. Items returned without prior instructions may not be accepted or may be delayed in processing.
1. Returns
New Items
If the product is new, our standard return policy lasts 14 days. If 14 days have gone by since your purchase or delivery, depending on the applicable law, we may not be able to offer you a refund or exchange.
To be eligible for a return under our standard return policy, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Pre-Owned / Used Items
Many items sold by CSTOYS International are pre-owned, used, vintage, collectible, or one-of-a-kind items. These items are sold based on the photos, descriptions, and condition notes shown on each product page.
We inspect and test pre-owned items before listing them whenever reasonably possible, and we describe any known concerns on the product page. However, due to the age and used condition of these items, we cannot guarantee that lights, sounds, electronics, batteries, joints, motors, sensors, or other mechanical/electronic features will continue to function permanently after purchase, especially after long international delivery or exposure to changes in temperature or humidity.
For customers outside the European Union, pre-owned items are generally sold as-is and are not eligible for return or refund unless the item is significantly different from its product description or we made a clear error.
For customers located in the European Union, your statutory right of withdrawal may still apply as described in the “EU Right of Withdrawal” section below. However, you may be responsible for any loss in value if the returned item has been handled beyond what is necessary to check its nature, characteristics, and functioning, or if it is returned damaged, used, incomplete, missing parts, or in a condition different from how it was delivered.
If you have any questions about a pre-owned item, please ask before your purchase. You can contact us by email at contact@cstoysjapan.com with the product title or product page link.
2. EU Right of Withdrawal
If you are a consumer located in the European Union and you purchase goods from CSTOYS International through our online store, you may have the right to withdraw from your purchase within 14 days after receiving your order, without giving any reason.
To exercise your right of withdrawal, please use the withdrawal button/form available on our store. You may be required to provide your order number and the email address used for the order so that we can identify your purchase.
After your withdrawal request is submitted, you should receive a confirmation email. This confirmation means that we have received your withdrawal request. It does not mean that a refund has already been issued or that the return has been fully processed.
CSTOYS International will review your order and contact you with return instructions. Please do not return any item before receiving return instructions from us.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the day on which you informed us of your decision to withdraw, unless we provide different instructions in writing.
You are responsible for the direct cost of returning the goods to us, unless we have agreed otherwise in writing or applicable law requires otherwise. We recommend using a trackable shipping service and suitable packaging. We cannot guarantee that we will receive returned items that are shipped without tracking.
We may withhold the refund until we have received the returned goods or until you have provided evidence that you have shipped the goods back, whichever is earlier, where permitted by applicable law.
Refunds under the EU right of withdrawal will be processed using the original payment method unless otherwise agreed. We will refund eligible product payments and, where required by applicable law, the standard outbound delivery cost paid at checkout. Any additional shipping upgrades, return shipping costs, customs duties, import taxes, brokerage fees, handling fees, storage fees, or other charges paid to carriers, customs authorities, or third parties are not refundable by CSTOYS International unless required by applicable law.
If the returned item has been used, damaged, altered, opened beyond what is necessary, returned with missing parts, or returned in a condition different from how it was delivered, we may reduce the refund to reflect the loss in value, where permitted by applicable law.
3. Non-Returnable or Restricted Items
Several types of goods may be exempt from being returned or may be subject to restrictions, depending on applicable law. These may include perishable goods such as food, flowers, newspapers, or magazines; intimate or sanitary goods; hazardous materials; flammable liquids or gases; downloadable software products; gift cards; and some health or personal care items.
For EU customers, statutory withdrawal rights may override parts of our standard return policy where applicable. If there is a conflict between this policy and mandatory consumer protection law, the mandatory consumer protection law will apply.
4. Proof of Purchase
To complete your return or withdrawal request, we require a receipt, order number, or other proof of purchase from CSTOYS International.
Please do not send your purchase back to the manufacturer.
5. Partial Refunds
There are certain situations where only partial refunds may be granted, including but not limited to:
- Any item that is not in its original condition, is damaged, altered, or missing parts for reasons not due to our error.
- Any item that shows signs of use beyond what is necessary to inspect the item.
- Any collectible, vintage, or pre-owned item returned in a condition different from how it was delivered.
- Any item returned after the applicable return or withdrawal period has expired.
- Any return where customs duties, import taxes, carrier fees, or return shipping costs have been deducted or charged by third parties.
6. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval, partial approval, or rejection of your refund.
If your refund is approved, it will be processed to your original method of payment within a reasonable processing period. The time required for the refund to appear in your account may depend on your payment provider, credit card company, or bank.
Shipping costs, customs duties, import taxes, brokerage fees, handling fees, storage fees, and other third-party charges are generally non-refundable unless required by applicable law.
7. Late or Missing Refunds
If you have not received a refund yet, first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at contact@cstoysjapan.com.
8. Sale Items
Sale items, discounted items, and clearance items may not be eligible for return or refund under our standard store policy.
For EU customers, your statutory right of withdrawal may still apply where required by applicable law.
9. Exchanges
We only replace items if they are defective, damaged, or significantly different from the product description, and only where a suitable replacement is available.
Because many of our items are pre-owned, collectible, or one-of-a-kind, we may not be able to provide an identical replacement. In such cases, we may offer a refund or another solution where appropriate.
If you need to request an exchange or report an issue, please contact us first at contact@cstoysjapan.com. Please do not send the item back before receiving instructions from CSTOYS International.
10. Shipping for Returns
After we provide return instructions, you should mail your product to the return address provided by CSTOYS International.
Our current return address is:
CSTOYS International
611-7 Kumanodai
Matsuyama, Ehime
791-8016
Japan
You are responsible for paying your own shipping costs for returning your item unless we have agreed otherwise in writing or applicable law requires otherwise. Return shipping costs are non-refundable.
If you are returning an item from outside Japan, you are responsible for correctly declaring the package as a returned item where applicable and for complying with the carrier’s and customs authority’s requirements. CSTOYS International is not responsible for customs duties, import taxes, brokerage fees, carrier handling fees, storage fees, or other charges caused by incorrect return declarations or international return procedures, unless required by applicable law.
Depending on where you live, the time it may take for a returned or exchanged product to reach us may vary.
If you are shipping an item of significant value, you should use a trackable shipping service and consider purchasing shipping insurance. We do not guarantee that we will receive your returned item.
11. Contact
If you have any questions about returns, refunds, exchanges, or EU withdrawal requests, please contact us at contact@cstoysjapan.com.