This policy below is divided into two categories, applicable items that were already processed by ISEKAI and those items that are not. Only the conditions and grounds stated below will be eligible for cancellation, return and refund.

Conditions, Grounds and Claims on Cancelled Orders

This section will only applies to pre-order items. In stock items doesn't undergo order cancellation as these are already on-hand items which is immediately available for delivery.

Order Cancellation
It is important to know that all pre-orders have the possibility of being cancelled due to the following:
- minimum order quantity (MOQ) unreached by ISEKAI to its supplier, or the supplier to its manufacturer
- allocation exceeded (supplier/manufacturer has no more allocation slots available)
- productions issues resulting to indefinite delays leading to cancellation
- weather inconvenience resulting to indefinite delays leading to cancellation
- shipping problems resulting to indefinite delays leading to cancellation
- territorial restrictions
- Customs restrictions
- other factors beyond the control of ISEKAI and its suppliers

GROUNDS:
The items are considered cancelled if:
- the items that are marked by ISEKAI as "Cancelled"
- the customer have received a notification yet via SMS or e-mail that the order has been cancelled.

You may reach us anytime to know the status of your pre-orders.

CLAIM PROCEDURE:
If the items to request for claim fall under valid conditions and grounds set above, ISEKAI will do the following remediation:

FIRST REMEDY: REFUND
ISEKAI will refund the total amount paid amount made by the customer for the cancelled item.

SECOND REMEDY: EXCHANGE
There are two options which the customer can choose when exchange is selected.

EXCHANGE A - The customer can choose another item equivalent to the amount paid.

If the price of the item to be exchanged is greater than the amount paid by the customer, the customer must pay the difference of the item through bank transfer to ISEKAI.

If the price of the item to be exchanged is lesser than the amount paid by the customer, ISEKAI will convert the remaining amount to discount coupon bearing the amount. The coupon can be used to pay as discounts for future transactions.

EXCHANGE B - The customer can choose to convert the paid amount into coupons which can be used to pay as discounts for future transactions. The customer can request to ISEKAI how the coupons will be broken down to match the paid amount. For example, if the cancelled item is worth PHP 1,300, the customer can request the coupons to be broken down into one (1) 1000-peso coupon and three (3) 100-peso coupons.

Conditions, Grounds and Claims on Damaged Items

Rest assured we double check all products are in good condition prior to shipping. In the event they arrive damaged to the customer, please send your claims via the Contact Us page. IMPORTANT: We will only accept claims within 24 hours of the customer receiving the order from the courier.

GENERAL GROUNDS:

Items are only considered 'damaged' if:
- Items that are considered no longer usable or fully marketable.
- Items damaged by water or other liquids.

SPECIFIC GROUNDS FOR BOOKS:
Valid Claim:
- Missing page (one page is missing or more)
- Misprint (errors in printing, manufacturing defect)
- Torn front and back covers

Invalid Claim:
- Torn inside pages
- Scratches, cuts and dents

SPECIFIC GROUNDS FOR NON-BOOKS:
Valid Claim:
- Broken, loose, and cracked parts
- Missing part/s.

Invalid Claim:
- Color shade differences (Contrast and Hue)
- Box scratches, folds, dents and cuts

Note: Any accidental damages caused by the customer are not considered as damaged items.

CLAIM PROCEDURE:
If the items to request for claim fall under valid conditions and grounds set above, ISEKAI will do the following remediation:

FIRST REMEDY: REPLACEMENT
ISEKAI will replace the damaged item with the same item with no additional charges.

We will be contacting the customer if the damaged item must be returned to ISEKAI. Return and replacement shipping fee charges are shouldered by ISEKAI.

SECOND REMEDY: EXCHANGE
If replacement item is not available, the customer can choose to make request exchange. There are two options which the customer can choose when exchange is selected.

EXCHANGE A - The customer can choose another item equivalent to the amount paid.

If the price of the item to be exchanged is greater than the amount paid by the customer, the customer must pay the difference of the item through bank transfer to ISEKAI.

If the price of the item to be exchanged is lesser than the amount paid by the customer, ISEKAI will convert the remaining amount to discount coupon bearing the amount. The coupon can be used to pay as discounts for future transactions.

EXCHANGE B - The customer can choose to convert the paid amount into coupons which can be used to pay as discounts for future transactions. The customer can request to ISEKAI how the coupons will be broken down to match the paid amount. For example, if the damaged item is worth PHP 1,300, the customer can request the coupons to be broken down into one (1) 1000-peso coupon and three (3) 100-peso coupons.

We will be contacting the customer if the damaged item must be returned to ISEKAI. Return and replacement shipping fee charges are shouldered by ISEKAI.

THIRD REMEDY: REFUND
If no replacement item is available or exchange is not chosen, we will refund the amount paid by the customer for the damaged item.

We will be contacting the customer if the damaged item must be returned to ISEKAI. Return and replacement shipping fee charges are shouldered by ISEKAI.

Conditions, Grounds and Claims on Incorrect Orders

Rest assured we double check all products are in good condition prior to shipping. In the event they arrive damaged to the customer, please send your claims via the Contact Us page. IMPORTANT: We will only accept claims within 24 hours of the customer receiving the order from the courier.

GENERAL GROUNDS:
Items are considered incorrect if:
- item delivered does not match the order main information (e.g. Item is incorrect and was never in the order placed).

SPECIFIC GROUNDS FOR BOOKS:
Valid Claim:
- Incorrect book type (e.g. ordered the manga version but received the light novel version
- Incorrect book format (paperback, hardcover)
- Incorrect volume number
- Incorrect language (English, Japanese)

Invalid Claim:
- Unlikeable cover design, color, texture
- Unlikeable content

SPECIFIC GROUNDS FOR NON-BOOKS:
Valid Claim:
- Incorrect specific color (except contrast and hue small differences)
- Incorrect type (ordered Nendoroid, received Plushie)

Invalid Claim:
- variation in other specifications not included in
- color shade differences (contrast and hue)
- Unlikeable design

CLAIM PROCEDURE:
If the items to request for claim fall under valid conditions and grounds set above, ISEKAI will do the following remediation:

FIRST REMEDY: REPLACEMENT
ISEKAI will replace the incorrect item with the same item with no additional charges.

We will be contacting the customer if the incorrect item must be returned to ISEKAI. Return and replacement shipping fee charges are shouldered by ISEKAI.

SECOND REMEDY: EXCHANGE
If replacement item is not available, the customer can choose to make request exchange. There are two options which the customer can choose when exchange is selected.

EXCHANGE A - The customer can choose another item equivalent to the amount paid.

If the price of the item to be exchanged is greater than the amount paid by the customer, the customer must pay the difference of the item through bank transfer to ISEKAI.

If the price of the item to be exchanged is lesser than the amount paid by the customer, ISEKAI will convert the remaining amount to discount coupon bearing the amount. The coupon can be used to pay as discounts for future transactions.

EXCHANGE B - The customer can choose to convert the paid amount into coupons which can be used to pay as discounts for future transactions. The customer can request to ISEKAI how the coupons will be broken down to match the paid amount. For example, if the incorrect item is worth PHP 1,300, the customer can request the coupons to be broken down into one (1) 1000-peso coupon and three (3) 100-peso coupons.

We will be contacting the customer if the damaged item must be returned to ISEKAI. Return and replacement shipping fee charges are shouldered by ISEKAI.

THIRD REMEDY: REFUND
If no replacement item is available or exchange is not chosen, we will refund the amount paid by the customer for the incorrect item.

We will be contacting the customer if the incorrect item must be returned to ISEKAI. Return and replacement shipping fee charges are shouldered by ISEKAI.

Conditions, Grounds and Claims on Incomplete or Lost Packages

GROUNDS:
Order is considered incomplete if:
- the order is correct, but one or more items are missing.

Order is considered lost if:
- the package was never received by the customer after a week after its expected delivery date.

Note: Any package received by the customer but was lost afterwards is not covered by this policy.

CLAIM PROCEDURE:
If the items to request for claim fall under valid conditions and grounds set above, ISEKAI will do the following remediation:

FIRST REMEDY: REPLACEMENT
ISEKAI will replace the incomplete or lost packages with the same item with no additional charges.

SECOND REMEDY: REFUND
If no replacement item is available, we will refund the amount paid by the customer for the incomplete item or lost packages.

Conditions, Grounds and Claims on Unprocessed Orders

This section will only applies to pre-order items. In stock items doesn't undergo order processing as these are processed immediately after checkout.

Order Processing
We mark orders as processed once we have already requested an allocation order to our supplier as this is irrevocable once made.

GROUNDS:
The items are considered unprocessed if:
- the items that are not yet marked by ISEKAI as "Order Processed"
- the customer haven't received any notification yet via SMS or e-mail that the order has been processed.

You may reach us anytime to know the status of your pre-orders.

CLAIM PROCEDURE:
If the items to request for claim fall under valid conditions and grounds set above, ISEKAI will do the following remediation:

FIRST REMEDY: CANCELLATION AND REFUND
ISEKAI will cancel the pre-order of the customer.

If the customer paid in partial payment, any amount paid to ISEKAI will NOT be refunded.

If the customer paid in full, only 68% of the amount paid to ISEKAI will be refunded as 30% of the amount will serve as the cancellation fee and 2% bank reversal fee.

NOTE: Payments from unprocessed orders can't be transferred to other items or orders.

Requesting for Claim

If the items to request for claim fall under valid conditions and grounds set above, you may request for a claim by following the steps below:

1. Please send your claims via our Contact Us page.

IMPORTANT: We will only accept claims within 24 hours of the customer receiving the order from the courier. Any claims beyond 24 hours will not be entertained. When submitting the claim, please follow the format below:

Full Name:
Mobile Phone:
Email Address:
Address:
Conditions and Grounds Type:
(Choose one: Damaged Items, Incorrect Orders, Incomplete or Lost Packages, Unprocessed Orders, Cancelled Orders)
Order Number:
Item Description:
Time when customer received the order from the courier (Check tracking information):
Explain your claim in detail:

2. ISEKAI will reply to your claim as soon as possible via your registered email address. We may ask you for additional information such as photo/video evidence and receipts.

3. Please wait for a couple of days for us to conduct an investigation, ISEKAI will decide whether the claim is valid and whether it is eligible for Cancellation, Return, Exchange, or Refund.

4. ISEKAI will reply to your email stating whether your claim has been accepted or rejected. If your claim has been accepted, ISEKAI will communicate directly to you for further instructions.