Refund policy
Refund & Return Policy
Effective Date: April 8, 2026
Last Updated: August 20, 2026
Understanding Mystery Collectible Purchases
Gacha Twist specializes in authentic Japanese gachapon and blind-box collectibles, where receiving a random item from a collection is part of the experience.
Because gachapon and blind boxes are mystery products, we do not offer returns or exchanges based on the specific character, design, color, or variant received.
Opened gachapon capsules, opened blind boxes, and products removed from their original sealed packaging are considered final sale unless the item is damaged, defective, incorrect, missing, or otherwise covered by this policy.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or missing an item, contact us within 7 days of delivery and provide:
- Your order number
- Clear photos of the item, packaging, and shipping materials when applicable
- A brief description of the issue
We will review your claim and determine an appropriate resolution, which may include a replacement, store credit, or refund, depending on the circumstances and product availability.
Because many of our Japanese collectibles 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.
Unopened Returns
Items in their original, unopened packaging may be eligible for return for store credit only, subject to prior approval.
To be eligible:
- Gachapon capsules must remain sealed and unopened
- Blind boxes must remain factory sealed and unopened
- Products must be in their original condition and packaging
- You must contact us within 7 days of delivery
- The return must be approved before the item is sent back
Customers are responsible for return shipping costs unless Gacha Twist shipped an incorrect item, made another error with the order, or otherwise agrees to cover the return.
Once an approved return is received and inspected, store credit will be issued when applicable.
Products that have been opened, unsealed, used, damaged after delivery, or otherwise altered are not eligible for a change-of-mind return.
Mystery Items and Duplicates
The following are not eligible for a refund, return, or exchange:
- Receiving a character, design, color, or variant you did not want
- Receiving duplicate items from multiple purchases
- Changing your mind after opening a gachapon capsule or blind box
- Minor packaging imperfections that do not affect the collectible itself
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 orders, 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 may still occur.
Blind boxes remain factory sealed, so we cannot identify or guarantee the item inside. Purchasing multiple blind boxes does not guarantee different designs or a complete set.
Shipping Loss or Damage
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 shipment arrives damaged or appears to be lost in transit, contact us within 7 days of delivery or the expected delivery date, as applicable, and provide your order number and any relevant photos or tracking information.
Please retain the item, its original packaging, and all shipping materials while a damage 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.
Packages confirmed as delivered by the carrier but subsequently lost, misplaced, or stolen are not considered lost-in-transit shipments. If you cannot locate a package marked as delivered, check around the delivery location, with members of your household or neighbors, and contact your local carrier or delivery office when appropriate.
Please review our Shipping Policy for additional information about shipping, carrier coverage, and packages marked as delivered.
Final Sale Items
Clearance items and special promotions explicitly marked “Final Sale” are not eligible for return or exchange unless the item arrives damaged, defective, incorrect, missing, or is otherwise required to be eligible under applicable law.
Claims and Return Requests
Claims and return requests must be submitted within 7 days of delivery, or within 7 days of the expected delivery date for packages that appear to be lost in transit.
Clear photos may be required for damaged, defective, incorrect, or missing-item claims.
Returns sent without prior approval may not be eligible for store credit, a refund, or reimbursement.
Original shipping charges are nonrefundable unless the return results from an error made by Gacha Twist.
How to Request a Return or Report an Issue
Email us at:
Please include:
- Your order number
- Photos of the issue when applicable
- A brief description of the problem
We will review your request and respond as soon as reasonably possible.