At Hakizoku, we want every order to arrive correctly, safely and in the condition described.

This Refund Policy explains when a return, replacement, price reduction or refund may be available and how to submit a request.

This Policy forms part of our Terms & Conditions and should be read together with our Shipping & Returns Policy and Pre-Order Policy.

Nothing in this Policy limits any mandatory consumer rights available under applicable law.

1. Contact Details

For any return or refund request, please contact us before sending a product:

Hakizoku
Operated by AVETIC SARL
Share capital: €2,000
RCS Fréjus: 801 871 492
Centre Europe BP 498
Boulevard du Cerceron
83700 Saint-Raphaël
France

Email: support@hakizoku.com

2. Scope of This Policy

This Policy applies to purchases made through Hakizoku.

Depending on the circumstances, a customer may be entitled to a refund because of:

• a valid statutory withdrawal from an online purchase;
• an incorrect, missing, materially damaged or non-conforming product;
• an order or pre-order that Hakizoku cannot fulfil;
• a cancellation accepted before dispatch;
• a delivery failure where applicable law allows cancellation;
• another remedy required by mandatory consumer law.

This Policy does not create any guarantee regarding card value, pull rates, grading results or future resale value.

3. Fourteen-Day Right of Withdrawal

Where the statutory right of withdrawal applies, a consumer may notify Hakizoku of the decision to withdraw from an online purchase within 14 calendar days after receiving the goods, without having to provide a reason.

For an order delivered in several separate parcels, the withdrawal period generally begins after receipt of the final product or parcel concerned, as provided by applicable law.

The right of withdrawal applies to eligible full-price, sale and discounted products.

Any mandatory local rights providing a longer withdrawal period remain unaffected.

4. How to Exercise the Right of Withdrawal

Before the withdrawal period expires, send a clear statement to support@hakizoku.com confirming that you wish to withdraw from the purchase.

Please include:

• your full name;
• your order number;
• the products concerned;
• the date on which the products were received;
• the email address used for the order.

You may use the Model Withdrawal Form provided at the end of this Policy, but its use is not compulsory.

Simply returning a parcel without a clear withdrawal statement, or refusing delivery without explanation, may not be sufficient to exercise the statutory right of withdrawal.

No reason for withdrawal is required.

5. Return Deadline and Instructions

After notifying us of your withdrawal, you must return the eligible products within 14 calendar days, unless a different mandatory period applies.

Please wait for written return instructions before sending any product.

The appropriate return destination and any required reference number will be provided by our team.

Do not send a return to our registered office without prior authorisation, as the appropriate return-processing address may be different.

The return should include sufficient information to identify the order.

We strongly recommend using a tracked and adequately insured shipping service and keeping your proof of postage.

6. Condition of Change-of-Mind Returns

You may handle a product only to the extent reasonably necessary to establish its nature, characteristics and proper functioning, in a manner comparable to what would normally be permitted in a physical retail store.

Products should be returned with all items, accessories, inserts, promotional items and packaging originally supplied.

You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary.

Where legally permitted, the refund may be reduced to reflect the objectively diminished value of the returned product.

Any deduction will be assessed reasonably and on a case-by-case basis.

7. Sealed and Randomised TCG Products

Booster packs, booster boxes, cases, decks and other randomised TCG products cannot be restored to their original sealed condition once opened.

Breaking a manufacturer seal, opening packs, removing protective wrapping or otherwise accessing randomised contents will normally go beyond the handling required to establish the product's nature and characteristics.

This may result in a substantial or complete loss of resale value.

Where permitted by applicable law, such loss of value may result in a substantial deduction from the refund, potentially up to the full value of the affected product where the loss is complete and objectively justified.

This is not an automatic exclusion from the right of withdrawal.

Each request will be assessed according to the product, its condition and applicable law.

If you believe that a sealed product is incorrect, materially damaged or defective, contact support@hakizoku.com before opening it whenever reasonably possible.

Opening a product does not remove mandatory legal rights relating to a defect that could not reasonably have been identified before opening.

8. Random Contents, Pull Rates and Card Value

The contents of booster packs, booster boxes and other randomised TCG products are determined by the manufacturer.

Unless expressly guaranteed on the relevant product page, Hakizoku does not guarantee:

• a specific card, character, artwork or rarity;
• an alternate-art, manga or special card;
• a particular box or case ratio;
• the accuracy of any unofficial pull rate;
• a grading result or condition assigned by a third-party grading company;
• the current or future market value of a card or sealed product.

Dissatisfaction with the random contents of a correctly supplied, genuine and properly sealed product is not, by itself, a defect and does not create a separate right to a refund.

9. Products Excluded From Withdrawal

The statutory right of withdrawal does not apply where a legal exception is applicable.

Depending on the products or services offered, such exceptions may include:

• products made to the customer's specifications or clearly personalised;
• sealed goods opened after delivery that cannot be returned for genuine health or hygiene reasons;
• digital content supplied without a physical medium after performance has begun with the customer's prior consent and acknowledgement of the loss of the withdrawal right;
• services fully performed before the end of the withdrawal period following the customer's express request and acknowledgement;
• any other category expressly excluded by applicable law.

An exception will only be applied where its legal requirements are satisfied.

Standard sealed trading card products are not automatically treated as health or hygiene products.

10. Incorrect, Missing or Damaged Orders

Please inspect your parcel and products as soon as reasonably possible after delivery.

If an item is incorrect, missing, materially damaged or appears defective, contact support@hakizoku.com promptly and provide:

• your order number;
• a clear description of the issue;
• photographs of the product and its packaging;
• photographs of the shipping parcel and shipping label where relevant;
• any other information reasonably necessary to investigate the claim.

Photographs and packaging may help us investigate the issue with the carrier, manufacturer or distributor.

A customer will not lose a mandatory legal right solely because an unboxing video was not recorded.

Please keep the complete product, parcel and packaging until instructions have been provided.

Do not discard, materially alter, open or return the affected product unless reasonably necessary or instructed to do so.

11. Legal Guarantee of Conformity

Consumers benefit from the mandatory legal guarantee of conformity and the legal guarantee against hidden defects under the conditions provided by applicable law.

Under French consumer law, the legal guarantee of conformity generally allows a consumer to act within two years after delivery of a new product where a conformity defect exists.

Subject to the applicable legal conditions, the consumer may request repair or replacement.

The product must normally be brought into conformity without cost to the consumer, without major inconvenience and within the period required by applicable law.

Where the relevant legal conditions are satisfied, the consumer may instead be entitled to an appropriate price reduction or termination of the sales contract and a refund.

These legal guarantees are separate from the right of withdrawal and may continue to apply after the 14-day withdrawal period has expired.

12. What Is Not Normally a Conformity Defect

The following circumstances are not normally considered defects by themselves:

• dissatisfaction with randomised contents or unofficial pull-rate expectations;
• a change in market or resale value;
• a grading company's opinion or refusal to assign an expected grade;
• damage caused after delivery by misuse, improper storage, moisture, heat, sunlight or normal wear;
• a minor manufacturing variation that does not make the product materially different from its description;
• light cosmetic marks on external retail packaging that do not affect the product, unless a specific packaging condition was expressly agreed or the damage is materially inconsistent with the product description.

Every claim will be assessed according to the relevant product description, the condition promised, the nature of the product and applicable law.

13. Remedies for Incorrect, Damaged or Non-Conforming Products

After reviewing the claim, Hakizoku will provide the remedy required by applicable law.

Depending on the circumstances, this may include:

• sending a missing item;
• replacing an incorrect or non-conforming item;
• repairing a product where appropriate;
• providing a proportionate price reduction;
• cancelling the affected item and issuing a refund;
• another solution agreed with the customer.

Where Hakizoku is responsible for a non-conforming product, the customer will not be required to bear the necessary return cost where applicable law requires us to cover it.

We may provide a prepaid return label, arrange collection or reimburse reasonable return postage according to the instructions supplied.

14. Pre-Orders

Pre-orders are governed by our separate Pre-Order Policy.

If Hakizoku cannot fulfil all or part of a pre-order because a product has been cancelled, discontinued or made unavailable following a supplier allocation, the affected amount will be refunded to the original payment method.

A customer will not be required to accept store credit where applicable law requires a monetary refund.

A publisher, manufacturer or distributor delay does not automatically cancel a pre-order.

Requests for voluntary cancellation before dispatch are handled in accordance with our Pre-Order Policy and applicable law.

Statutory rights following delivery remain unaffected.

Changes in the market value of a pre-order product do not automatically create a right to cancel or receive a refund.

15. Cancellation Before Dispatch

If you wish to request cancellation of an order before dispatch, contact support@hakizoku.com as soon as possible.

We will make reasonable efforts to assist you, but voluntary cancellation cannot be guaranteed once an order has:

• been accepted;
• entered preparation;
• been allocated;
• been packed;
• been transferred to the carrier.

If a cancellation is accepted or legally required, the affected amount will be refunded to the original payment method.

This section does not limit any statutory right of withdrawal applicable after delivery.

16. Refused, Unclaimed or Undeliverable Parcels

If a parcel is refused, left unclaimed or returned because of an incorrect address, failed delivery attempt or unpaid customs charge, we will review the order after the parcel has been safely returned and inspected.

Where permitted by law, non-recoverable costs caused by the customer may be deducted from the refundable amount.

These costs may include:

• return carrier charges;
• additional delivery charges;
• charges resulting from an incorrect or incomplete address;
• other non-recoverable costs directly resulting from the failed delivery.

No deduction will be made where the failed delivery is attributable to Hakizoku or where applicable law requires otherwise.

Refusing a parcel does not necessarily constitute a valid withdrawal notice.

Please contact us in writing at support@hakizoku.com if you intend to exercise your right of withdrawal.

17. Customs Duties and Import Taxes

International customers may be required to pay customs duties, import taxes, brokerage fees or local handling charges directly to a carrier or public authority.

Amounts not collected by Hakizoku cannot normally be refunded by Hakizoku.

Customers should contact the relevant authority or carrier to determine whether a refund of import charges may be available following a return.

Taxes collected directly by Hakizoku will be handled in accordance with applicable tax legislation.

18. Refund Amount for a Valid Withdrawal

For a valid statutory withdrawal, the refund includes:

• the price paid for eligible returned products;
• where required by law, the cost of the least expensive standard delivery method offered for the original order.

Additional costs resulting from the customer's choice of express, premium or upgraded delivery are not refundable beyond the cost of the standard delivery option where permitted by law.

For a partial withdrawal, the original delivery cost may be recalculated or refunded proportionately where required by applicable law.

A fixed delivery charge that would have been the same for the products retained may not result in an additional refund, subject to applicable law.

Any lawful deduction for diminished value will be explained to the customer.

19. Return Shipping Costs and Risk

For a change-of-mind withdrawal, the customer normally bears the direct cost of returning the products unless Hakizoku agrees otherwise or applicable law requires us to bear that cost.

The customer is responsible for adequately protecting products during return shipment.

For a customer-arranged change-of-mind return, responsibility for the parcel remains with the customer until it has been delivered to the authorised return location.

We strongly recommend using a tracked service and insurance appropriate to the value of the products.

For an incorrect, materially damaged or non-conforming product covered by mandatory consumer rights, Hakizoku will bear the necessary return cost where required by law and in accordance with the return instructions provided.

20. Refund Method and Timing

Refunds are issued to the original payment method unless the customer expressly agrees to another method that does not result in additional costs.

For a valid statutory withdrawal, Hakizoku will issue the refund within the timeframe required by applicable law.

Where legally permitted, we may withhold reimbursement until:

• the returned goods have been received; or
• reliable proof that the goods have been returned has been provided;

whichever occurs first.

For other approved refunds, we will process the refund without undue delay after the claim has been verified and any required return has been completed.

After Hakizoku issues a refund, banks and payment providers may require additional processing time before the funds appear in the customer's account.

Currency-conversion differences, foreign transaction charges or banking fees imposed independently by a customer's payment provider are outside Hakizoku's control.

21. Store Credit, Gift Cards and Exchanges

Hakizoku will not require a customer to accept store credit instead of a monetary refund where a monetary refund is required by applicable law.

If an order was paid using store credit or a gift card, the corresponding eligible amount may be restored to the same balance.

Another method may be used where appropriate and agreed with the customer.

Direct exchanges depend on stock availability.

Trading card products may sell out quickly, so an exchange cannot always be guaranteed.

Where an exchange is unavailable, the appropriate solution may be a refund followed by a separate new order.

22. Return Inspection and Abuse Prevention

Returned products may be inspected to confirm:

• product identity;
• completeness;
• condition;
• the stated reason for return.

Hakizoku may reject a fraudulent claim or refuse to refund a product that:

• was not supplied by Hakizoku;
• has been substituted;
• was deliberately damaged;
• was materially altered after delivery;

subject always to mandatory consumer rights.

Any reduction or refusal will be based on the circumstances and communicated to the customer.

This section does not allow Hakizoku to avoid responsibility for a genuine non-conformity or the valid exercise of a statutory consumer right.

23. Chargebacks and Payment Disputes

If you believe that a payment or refund is incorrect, please contact support@hakizoku.com first so that we can investigate the issue promptly.

Nothing in this Policy removes any lawful right to contact your payment provider.

However, knowingly providing false information, seeking reimbursement more than once for the same transaction or using a chargeback process in order to retain products without payment may constitute fraud.

24. International Customers

Consumer rights vary between countries.

Mandatory protections applicable in the customer's country of residence may apply in addition to this Policy.

If any provision of this Policy conflicts with a mandatory consumer protection rule applicable to you, that mandatory rule will take priority.

Return shipping arrangements, customs procedures and local taxes may vary according to the destination.

25. Changes to This Policy

We may update this Refund Policy from time to time to reflect legal, operational or service-related changes.

The latest version will be published on this page together with an updated “Last updated” date.

Changes will not retroactively reduce rights attached to an order placed before the revised Policy was published.

26. Contact Us

For a withdrawal, return, damaged-product report or refund enquiry, contact:

Hakizoku
Operated by AVETIC SARL
Share capital: €2,000
RCS Fréjus: 801 871 492
Centre Europe BP 498
Boulevard du Cerceron
83700 Saint-Raphaël
France

Email: support@hakizoku.com

Please include your order number and a clear description of your request.

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from an eligible distance purchase.

You may also send any other clear written statement containing the same information.

To: Hakizoku / AVETIC SARL
Email: support@hakizoku.com

I/We hereby give notice that I/We withdraw from the contract of sale for the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Date:

Signature (only if submitted on paper):