Refund Policy

Refund and Return Policy

Effective Date: February 24, 2026

Our Return Policy for Gachapon Mystery Capsules

At Gacha Twist, we specialize in authentic Japanese gachapon—mystery capsules where the surprise is part of the fun! Because of the blind box nature of our products, we have a specific return policy designed to be fair while honoring the gachapon experience.

What We Accept Returns For

We accept returns and offer refunds or replacements for:

  • Damaged items – Items that arrive broken or defective due to shipping or manufacturing issues
  • Incorrect items – If we shipped you the wrong product or collection entirely
  • Missing items – If your order is incomplete or items are missing

To request a return:

  • Contact us within 7 days of receiving your order
  • Provide your order number
  • Include clear photos showing the damage, incorrect item, or missing contents
  • Email us at support@gachatwist.com

We will review your claim and, if approved, offer a replacement or full refund.

What We Do NOT Accept Returns For

Due to the mystery nature of gachapon, we cannot accept returns based on which item you receive. This includes:

  • Receiving a character or variant you didn't want (the surprise is part of gachapon!)
  • Duplicate items from multiple purchases
  • Minor packaging imperfections that don't affect the item itself
  • Change of mind after opening

Why? When you purchase a gachapon capsule, you're buying the experience of receiving a random item from the collection, not a specific item. The mystery element is fundamental to what makes gachapon special!

Package Protection

We want your gachapon to arrive safely! Here's how your package is protected:

Baseline USPS Protection:

All packages shipped via USPS automatically include up to $100 of insurance coverage at no additional cost. This covers loss or damage during transit.

Without additional package protection:

  • You have the baseline $100 USPS coverage for loss or damage during transit
  • You are responsible for stolen packages (porch piracy) and other shipping-related issues beyond USPS coverage
  • We can only offer assistance for items damaged due to our packaging or handling

If you have any concerns about your shipment, please reach out to us at support@gachatwist.com within 7 days of expected delivery.

Unopened Returns for Store Credit

If you received your order but haven't opened it yet and would like to return it, we accept unopened returns for store credit only (not cash refunds).

Requirements:

  • Item must be completely unopened and in original condition
  • Contact us within 7 days of delivery
  • Return shipping costs are the responsibility of the customer
  • Once we receive and verify the unopened item, we'll issue store credit

Important Notes

  • 7-day window: All return requests must be made within 7 days of delivery
  • Photo evidence required: We need clear photos to process damage or incorrect item claims
  • Limited quantities: We source authentic Japanese gachapon in limited quantities, so replacements may not always be available. In those cases, we'll offer a refund or store credit.

Contact Us

For return requests or questions about this policy, please email us at support@gachatwist.com with your order number and details.

By making a purchase at Gacha Twist, you acknowledge that you have read, understood, and agree to this refund and return policy.