Returns Policy

If you buy an item on AnimeVault, you have 14 days from the date you receive the item to change your mind and request a return, for any reason. This is your statutory right under the UK Consumer Contracts Regulations 2013.

To exercise your right to cancel within the 14-day window:

1. Contact the seller through AnimeVault by replying to your order confirmation email, or by visiting the order on your My Orders page.
2. State that you want to cancel the order under your statutory right.
3. The seller will respond with a return address.

You do not need to give a reason.

• You must return the item to the seller within 14 days of telling them you wish to cancel.
• The item must be returned in the same condition as you received it, including all original packaging.
• Items returned damaged or used beyond what was necessary to examine them may have their refund reduced to reflect the loss in value.

• For change-of-mind returns within the 14-day window, you (the buyer) pay return shipping.
• For items that are faulty, damaged in transit, or not as described, the seller pays return shipping. This is your right under the Consumer Rights Act 2015.

• Sellers must refund you within 14 days of receiving the returned item (or of you providing evidence it has been sent, whichever is earlier).
• Refunds are issued to the original payment method used.
• Refunds normally appear in your bank account within 5–10 working days, depending on your card issuer.

• Items made or personalised to your specifications
• Items that deteriorate quickly
• Sealed items that have been opened and are unsuitable for return for hygiene or health reasons

Most anime collectibles are not affected by these exceptions.

Under the Consumer Rights Act 2015, you are entitled to:

• A full refund within 30 days of receipt for items that are faulty or not as described
• A repair or replacement at the seller’s expense if a fault appears between 30 days and 6 months from receipt

To report a faulty or not-as-described item, contact the seller first via the order page or order confirmation email. If the seller does not respond within 7 days, or refuses a valid claim, contact us at support@animevault.co.uk.

AnimeVault is a marketplace platform connecting buyers and sellers. We are not the seller of items listed on the platform and are not party to individual transactions. We will, however:

• Help mediate disputes between buyers and sellers
• Assist with refund recovery where sellers do not respond
• Suspend or remove sellers who repeatedly violate buyer return rights

If you cannot resolve a return with a seller within 14 days of requesting it, contact support@animevault.co.uk and we will investigate.

If you believe a seller has not met their refund obligations:

1. Contact support@animevault.co.uk with your order ID and a summary of the issue.
2. We will attempt to mediate with the seller.
3. If mediation fails, you may also raise a dispute directly with your card issuer (a chargeback).

For questions about returns or refunds: support@animevault.co.uk