Returns & Refunds

All sales are final

KAIVA is a purchasing-agent service: we buy each item to your order, on your behalf, from shops in Japan. For this reason we cannot accept returnsand do not offer refunds for change of mind, buyer's remorse, sizing/fit, compatibility, or the ordinary condition of a used or collectible item. Please review the item name, condition and price in your quote carefully before you approve and pay — approving a quote authorises us to purchase that item for you.

When a refund is issued

• We cannot source the item — if the item is sold out or unavailable after you pay, you receive a full refund.
• Before we purchase — if you contact us before we have bought the item, we can cancel and refund in full.
• Our error — if we send an item that does not match the one you approved, we will make it right.

Lost or damaged in transit

Once purchased, items ship from Japan with tracking. If your parcel is lost or arrives damaged in transit, contact us promptly (keep all packaging and photos) and we will help pursue the carrier's compensation where it is available. Transit outcomes are subject to the carrier's terms and any insurance selected.

Customs & duties

Import duties and taxes charged by your country are your responsibility and are non-refundable by KAIVA.

How to contact us

Use the contact form with your request number. Approved refunds are returned to your original payment method.