Refund Policy
Effective Date: February 24, 2026
Last Updated: August 20, 2026
Our Return Policy for Mystery Collectibles
Gacha Twist specializes in authentic Japanese gachapon and blind boxes, where the surprise is part of the collecting experience. Because these products contain randomly selected items, our return policy is designed to be fair while preserving the mystery experience.
Damaged, Defective, Incorrect, or Missing Items
We accept claims and may offer a replacement or refund, when appropriate, for:
- Damaged or defective items – Items that arrive broken or have a significant manufacturing defect
- Incorrect items – If we shipped the wrong product or series
- Missing items – If your order is incomplete or an item you purchased is missing
To request assistance:
- Contact us within 7 days of delivery
- Provide your order number
- Include clear photos of the item, packaging, and shipping materials when applicable
- Email us at support@gachatwist.com
We will review your claim and, if approved, offer a replacement or refund as appropriate. Because many of our products are imported in limited quantities, an identical replacement may not always be available.
Approved refunds will be issued to the original payment method. The time required for a refund to appear in your account may vary depending on your bank or payment provider.
Returns and Exchanges We Do Not Accept
Because gachapon and blind boxes are mystery collectibles, we cannot accept returns or exchanges based on which random item you receive.
This includes:
- Receiving a character, design, color, or variant you did not want
- Receiving duplicate items from multiple purchases
- Minor packaging imperfections that do not affect the collectible itself
- Changing your mind after a gachapon capsule or blind box has been opened
When purchasing gachapon or a blind box, you are purchasing a random item from the selected collection, not a specific character or design unless the product listing explicitly states otherwise.
For gachapon, we do our best to avoid duplicates when multiple capsules from the same series are included in one order. However, because each pull is random, duplicates can still occur.
Blind boxes remain factory sealed, so we cannot identify or guarantee the item inside. Ordering multiple blind boxes does not guarantee different designs or a complete set.
Shipping Damage, Loss, and Carrier Coverage
We carefully package every order to help ensure your collectibles arrive safely.
U.S. Orders: U.S. orders shipped through USPS Ground Advantage include up to $100 of USPS insurance coverage for eligible loss or damage at no additional cost. Coverage is subject to USPS eligibility requirements, exclusions, documentation requirements, and claim procedures.
International Orders: Insurance and carrier coverage vary depending on the international shipping service selected. Coverage amounts, eligibility, exclusions, and claim requirements are determined by the applicable carrier and shipping service.
If your package arrives damaged or appears to be lost in transit, contact us at support@gachatwist.com with your order number and any relevant photos or tracking information. Please retain the item, its original packaging, and all shipping materials while the claim is being reviewed.
We will review the situation and assist with eligible carrier claims when reasonably possible. Carrier insurance does not guarantee that a claim will be approved or paid.
Gacha Twist is not responsible for packages that are confirmed as delivered by the carrier but are subsequently lost, misplaced, or stolen. If you cannot locate a package marked as delivered, please check around the delivery location, with members of your household or neighbors, and contact your local carrier or delivery office when appropriate.
For additional information about shipping, carrier coverage, and packages marked as delivered, please review our Shipping Policy.
Unopened Returns for Store Credit
If you change your mind before opening the product, it may be eligible for return for store credit only, subject to prior approval.
Return requirements:
- Gachapon capsules must remain sealed and unopened
- Blind boxes must remain factory sealed and unopened
- Products must be returned in their original condition
- You must contact us within 7 days of delivery for approval before sending a return
- Return shipping costs are the customer's responsibility unless Gacha Twist made an error with the order
Once we receive and inspect the returned item, approved returns will be issued as store credit.
Products that have been opened, unsealed, used, damaged after delivery, or otherwise altered are not eligible for a change-of-mind return.
Important Information
- Seven-day window: Return requests and order-issue claims must be submitted within 7 days of delivery.
- Photo evidence: Clear photos may be required for damaged, defective, incorrect, or missing-item claims.
- Limited quantities: Many of our Japanese collectibles are imported in limited quantities. If an identical replacement is unavailable, we may offer a refund or store credit as appropriate.
- Mystery items: Specific characters, designs, colors, or variants are not guaranteed unless explicitly stated on the product page.
- Unauthorized returns: Contact us before returning an item. Returns sent without prior approval may not be eligible for store credit, a refund, or reimbursement.
- Original shipping charges: Original shipping charges are nonrefundable unless the return results from an error made by Gacha Twist.
Contact Us
For return requests or questions about this policy, email support@gachatwist.com and include your order number and details about the issue.
By purchasing from Gacha Twist, you acknowledge that you have read and understood this Refund & Return Policy.