Refund policy

REFUNDS AND RETURNS

FAULTY/DAMAGED:

If an item is found to be faulty or damaged, we will offer a full refund. To apply for a refund, just email us at play@zenkaigames.co.nz explaining the problem. This needs to be done within 7 days of receiving the item.
Often products may have slight cosmetic damage on the package of the product. We will normally sell this at a discounted rate. Although we do inspect every product we pack, it may be an oversight if we happen to miss something. So please do get in touch if you discover something that doesn't look right.

A full Refund will be done via the same method that was used when purchasing i.e  Afterpay

LOST:
If you have not received your item within 10 business days of it being dispatched. Please contact us at play@zenkaigames.co.nz and we will investigate. If item cannot be recovered, we will send a full refund. Note: all items sent out are tracked to help avoid this happening.

FOR CHANGE OF MIND:
We will process a refund for change of mind orders(less 6% to cover costs)

Other circumstances listed below will also not be eligible for a full refund, and be subject to the 6% cost.

We will not fully refund items when:

  • Item has been damaged by customer
  • Item is at a lower price elsewhere
  • Items have already been dispatched
  • Delays on orders caused by circumstances that are out of our control.

DAMAGE:
Although we take the utmost care to pack orders as if they were our own to prevent any damage during transit. Certain circumstances out of our control can lead to unexpected damage. When this happens we may file a claim against the postal service provider depending on the severity of damage.
There may be the rare occasion that the stock we receive does have minor cosmetic damage to the packaging which has no effect on the products sealed inside. We have no control over this and will send out as normal. 

LIMIT ON ORDERING:
Some items we have placed limits on due to high demand. We have put measures in place to prevent these limits from being breached, so please do respect this. If any order limits have been broken, then those orders will be canceled and refunded(less 6% to cover costs)

RETURN PROCESS: 

Item will then need to be returned in original packaging, and posted at the cost of the buyer to: Zenkai Games and Manga, 36 Somerset Crescent, Palmerston North, 4412

Upon receiving items back, we will then inspect the goods, and if everything is alright begin the process of the refund including the shipping cost(proof may be required)