Refund policy

Returns & Refunds Policy

At Anime Universe (trading as Aniverse), we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns, exchanges, and refunds in accordance with the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986.

We accept returns within 14 days of the delivery date. To be eligible for a return, your item must meet the conditions outlined in this policy.

3.1 We accept returns for:

•       Items that are faulty, damaged, or defective upon arrival

•       Items that do not match the product description on our website

•       Incorrect items received

•       Change of mind returns (unopened and in original condition only)

3.2 We do not accept returns for:

•       Opened or assembled model kits and figures

•       Items that have been used, damaged, or altered after delivery

•       Digital products or downloadable content

•       Sale or clearance items (unless faulty)

•       Items returned after the 14-day return period

•       Items without original packaging

•       Any TCG products

Returned items must be:

•       In original, unopened packaging

•       In the same condition as received

•       With all accessories, manuals, and included items

•       With proof of purchase (order number or receipt)

To initiate a return, please follow these steps:

•       Contact us at service@aniverse.co.nz within 14 days of receiving your order

•       Include your order number, item(s) to be returned, and reason for return

•       We will respond within 2 business days with return instructions

•       Securely package the item and send it to the address provided

•       We recommend using a tracked courier service — we are not responsible for items lost in transit

•       Faulty, damaged, or incorrect items: Return shipping costs will be covered by Anime Universe (trading as Aniverse).

•       Change of mind returns: Customer is responsible for return shipping costs.

•       Original shipping charges are non-refundable for change of mind returns.

7.1 Refund process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund within 3 business days.

7.2 Approved refunds will be processed as follows:

•       Credit/Debit card payments: Refunded to the original card within 5–10 business days

•       PayPal: Refunded to your PayPal account within 3–5 business days

•       Afterpay: Refunded through Afterpay — remaining instalments will be adjusted or cancelled

We offer exchanges for faulty or incorrect items. If you wish to exchange an item for a different product, we recommend returning the original item for a refund and placing a new order.

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:

•       Your order number

•       A description of the fault or damage

•       Clear photographs of the damage or fault

We will assess the claim and offer a repair, replacement, or full refund in accordance with the Consumer Guarantees Act 1993.

•       Pre-orders cancelled by the customer before dispatch: Full refund issued.

•       Pre-orders cancelled after dispatch: Standard return policy applies.

•       Pre-orders cancelled by the manufacturer: Full refund issued automatically.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet a consumer guarantee, you are entitled to a remedy regardless of our store policy.

For all returns, exchanges, and refund enquiries:

•       Email: service@aniverse.co.nz

•       Response time: Within 2 business days

•       Website: aniverse.co.nz