Refund policy
1. Important Notice Before Checkout
Please ensure that your name and shipping address (including apartment/suite/building number, if applicable) are accurate and complete before completing your purchase.
Packages returned to us due to an incorrect or incomplete address will require an additional re-shipping fee before the package can be resent.
If you need to update any information for your order, please contact us and include your order number so our team can assist you.
2. Return & Exchange Policy
2.1 No Returns or Exchanges (Final Sale Policy)
ACG Go Anime does NOT accept returns or exchanges under normal circumstances.All sales are final, unless a special exception is granted at our sole discretion.
In rare, exceptional cases, customers may request assistance by contacting our customer service team.Approval is NOT guaranteed, and exceptions are reviewed strictly on a case-by-case basis.
If a return or exchange is exceptionally approved, the item must meet all of the following conditions:
- Unopened
- Unused
- In original, undamaged packaging
- All tags, labels, and protective seals intact
Any item that has been opened, used, altered, or is no longer in its original condition will not be eligible for return or exchange under any circumstances.
2.2 Store Credit Policy (Special Exceptions Only)
ACG Go Anime does not provide cash or original-payment refunds under normal circumstances.In rare cases where a return, refund, or cancellation request is exceptionally approved, store credit will be issued as the primary form of compensation unless otherwise required by law.
Store credit:
- Is non-transferable
- Does not expire
- Can be used toward any future purchase on our online store
- Cannot be redeemed for cash
Cash refunds (including to original payment method) will only be issued when legally required or in situations where ACG Go Anime is unable to fulfill the order due to inventory or manufacturing issues.
3. Defective, Missing Parts, or Damaged Items
If your product arrives with any of the following issues:
- Missing parts
- Serious quality defects
- Damage caused during transit
- Wrong item received
You must contact us within 7 days of delivery.
To process your claim, you are required to provide:
-
Order number
- The product
- The product packaging
- The outer shipping box (carton)
- All visible damage, defects, or missing components
- Multiple angles and all necessary details for evaluationClear photos/videos that fully show:
Evidence must clearly show the condition of the item, inner packaging, and shipping carton.Insufficient documentation may delay or invalidate the claim.
Customers must retain all original packaging materials, including:
- outer shipping box
- inner cartons
- foam/protection inserts
- all packaging components
These are required for carrier damage claims and internal evaluation.Failure to provide complete packaging evidence may result in denial of the claim.
Once complete evidence is received, our team will evaluate the case and assist with a replacement or resolution.
Shipping costs are NON-REFUNDABLE for any returned orders or packages.
If you do not contact us within 7 days of delivery, the order will be considered received in good condition and accepted, and no claims for defects, damage, or missing parts will be eligible thereafter.
4. Non-Returnable Items
Returns or exchanges will not be accepted for:
- Gift cards
- Sale items or items purchased during promotion periods
- Pre-order items (see Purchase Options & Cancellation Policy)
- Opened, used, worn, or altered items
- Items with removed tags, labels, or packaging
- Items damaged by customer handling
- Items no longer in their original condition
5. Return & Exchange Requests That Will Be Denied
Requests will be denied when:
- The item is correct and non-defective
- The customer changed their mind
- The customer found a lower price elsewhere
- The purchase includes any pre-order items
- Tags, seals, or labels were removed by the customer
- The item shows signs of use or handling
- Customer-caused damage is present
6. Shipping Fees & Returned Packages
- Shipping fees are non-refundable under all circumstances.
- Packages returned due to incorrect or incomplete addresses require an additional re-shipping fee.
- If the customer refuses re-shipment or fails to provide an updated address, the order may be treated as abandoned, and no refund will be issued.
7. How to Request Assistance
For the fastest response, please contact us via:
- Live Chat: Green conversation icon at the bottom-right of our website (highest priority)
- Phone: (480) 901-9568
- Email: service@acg-go.com
Include your order number and relevant photos/videos when reaching out.
8. Acceptance of This Policy
By placing an order with ACG Go Anime, you acknowledge and agree to this Return & Refund Policy, as well as all related store policies, including our Purchase Options & Cancellation Policy and Shipping Policy.