Ichiban KujiHelp centre · Returns
Returns & refunds
Faulty item or changed your mind? Here is how it works. Your rights under Australian Consumer Law always apply.
- 14 daysTo tell us, from delivery
- 3 business daysFor our reply
- Free return labelMajor defects in Australia
- 5-7 daysTo process a refund
01
How a return works
- 01
Email us within 14 days
Send your order number, what is wrong and a few photos to [email protected].
- 02
We reply in 3 days
We may ask for more photos.
- 03
Send it back
Major defect in Australia? We send a free label.
- 04
Get your refund
Processed in 5-7 business days after it arrives.
02
Faulty or damaged
Simple test: can you see it from 1 metre away in normal light?
Major defect
We cover it
- Broken or missing parts
- Assembled wrongly
- Paint flaws visible from 1 metre
- Cracks or broken joints
Free return label in Australia, then a replacement, repair or refund.
Minor imperfection
Case by case
- Marks not visible from 1 metre
- Dents on the outer box
- Factory QC marks, light scratches
We may offer parts or a repair. You pay the postage.
03
Changed your mind?
In-stock items, within 14 days. You pay return postage; original shipping is not refunded.
Recommended
Store credit
0% fee
Instant, never expires.
Refund to your card or account
5% fee
Covers payment fees we cannot get back.
04
What we cannot refund
Faulty items are always covered. These limits are for change of mind.
Gift cards & digital
Ichiban Kuji prizes
Items with only minor marks
Items over 10 kg
More than 5 of one item
Special & first-batch orders
05
Full terms
Read the full terms
Your rights
Nothing in this policy reduces your rights under the Australian Consumer Law. If a product is faulty, not as described, or not fit for purpose, you are entitled to a remedy, whatever the timeframes say.
Time limit
Tell us within 14 days of receiving the item. After that, change-of-mind returns are not possible. Faulty items are always covered by the Australian Consumer Law.
Major and minor defects
Major: broken or missing parts, misassembly, paint flaws visible from 1 metre, unusable joints, large cracks. In Australia we send a prepaid label, then replace, repair or refund. Overseas you arrange the return and we may refund part of the postage. Minor: marks not visible from 1 metre, outer box dents, QC marks, light scratches or seam lines. We may offer parts, an exchange or repair; you pay shipping, handling and repair costs. Australian customers can use our Local Repair Guarantee.
Change of mind
In-stock items only, within 14 days of delivery, in the same condition with all parts, packaging and the outer carton. Store credit has no fee; other refund methods (card, PayPal, bank transfer, Afterpay, Partial.ly and others) have a 5% fee. Original shipping and Lost Cover are not refunded once shipped. Items damaged by poor repacking may have a fee, usually 15%.
Statues and electricals
Statues ship factory-sealed; small transit marks can happen. We will ask the maker for parts where possible, but there is no refund, exchange or compensation for minor issues. Display cases, spray booths and dryers have a 6-month warranty, and we pay postage both ways for warranty repairs (not for over-voltage, fast chargers, changes or misuse).
Pre-orders
Pre-order deposits are not refundable (unless we cannot supply the item) and cancellation fees may apply. See the pre-order policy.
Storage
Items left unpaid or uncollected for more than 30 days may have a 10% storage fee.
Refund timing
For change-of-mind returns, refunds are at our discretion. Approved refunds are processed within 5-7 business days of receiving the return; your bank may take up to 14 more business days.
Chargebacks
Please email us before opening a chargeback or PayPal claim. Accounts with a dispute opened without contacting us first may be suspended.
06
Questions
Who pays return postage?
We do for major defects in Australia. Otherwise you do; for major defects overseas we may refund part of it.
Why is there a 5% fee?
Payment providers keep their fees when we refund. Store credit has no fee.
My statue arrived with a small mark.
We will try to get spare parts from the maker, but minor marks on statues are not refunded.
Can I cancel a pre-order?
See the pre-order policy.
Start a return
Email your order number (starts with SG), what is wrong and a few photos.