Refund policy

REFUND POLICY

1. RIGHT OF WITHDRAWAL (EU CONSUMERS)
You have the right to withdraw from your online purchase within 14 days of the day you, or someone indicated by you, receive the goods, without giving any reason.
To exercise it, send a clear statement to support@kizoku.pt before the 14 days end. You may use the model withdrawal form at the end of this policy, but it is not mandatory.
You must send the goods back within 14 days of informing us. Return shipping costs are paid by you.
This right does not apply to purchases made in person at our physical store.

2. SEALED PRODUCTS
All TCG products are sold factory sealed. A return is only accepted if the product is returned in exactly the same sealed condition in which it was delivered, with the original shrink wrap and seals intact and undamaged.
Removing the shrink wrap or opening the seal goes beyond what is needed to inspect the product and causes a total loss of value, because the integrity of the contents can no longer be verified.  For opened products, the refund may be reduced by up to the full value of the product, under the consumer's liability for diminished value (Article 14 of Decree-Law 24/2014).

3. INSPECTION ON RECEIPT
We inspect every return. Products with damaged, resealed or replaced wrapping are treated as opened, and the refund is reduced accordingly, as described in section 2.

4. DAMAGED OR WRONG ITEMS
Please check your order when it arrives. If a product is damaged in transit, is not what you ordered, or is not in conformity, contact us within 7 days with photos of the package and the product, before opening any seal. We will replace the item or refund you, including shipping costs. This does not limit your legal guarantee rights.

5. PRE-ORDERS
Pre-orders can be cancelled for a full refund at any time before they ship. See section 8 of our Terms of Service.

6. REFUNDS
Refunds are made to the original payment method within 14 days of receiving your withdrawal notice. If a refund to the original payment method is not possible (for example, the card was cancelled or the payment provider no longer supports it), we will refund you by bank transfer or another method you expressly agree to, at no cost to you. We may wait until we receive the goods back, or proof that you sent them, before refunding. The original standard shipping cost is refunded on a full withdrawal.

7. RETURN ADDRESS
Do not send returns without contacting us first.

8. MODEL WITHDRAWAL FORM
(Only complete and return this form if you wish to withdraw from the contract.)
To: support@kizoku.pt
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature (only if this form is sent on paper):
Date: