What is your policy regarding cancellations and refunds?



In Stock Items


 If you contact us within 24 hours after placing the order, a full refund will be issued for paid orders. However, if the cancellation request is made after this period,

paid orders will not be eligible for full refund and a cancellation fee will apply.


We offer two refund options: 

  - A refund to your original payment method with a 15% cancellation fee, or

- A store voucher valid for one year with a reduced 10% cancellation fee.


Please note that any vouchers applied to the order cannot be reactivated or reused once the cancellation has been processed if a cancellation fee has been applied. However, if no fee is applied, the voucher can be reactivated for future use.


 If you wish to proceed with canceling a paid order, please contact our Customer Service and provide your 9-letter order reference along with your preferred refund method. Additionally, please indicate whether you would like to cancel the entire order or just one (or more) specific item(s), and specify which item(s) you would like to cancel.



Pre-Order Items


Case 1: A paid pre-order


Cancellation requests made before the 14th day of the product’s scheduled release month (i.e., by the 13th at 23:59 JST) will be refunded with a 10% cancellation fee. 


Requests submitted on or after the 14th of the release month will be subject to a 15% cancellation fee, or a reduced 10% fee if the refund is issued as a store voucher.

  • Example:
    Product A – Scheduled Release: May 2025

    • Cancellation made before May 14, 2025 → 10% cancellation fee applies

    • Cancellation made on or after May 14, 2025 (from 13th 23:59 JST) → 15% cancellation fee applies

  • Please note that in the event of a manufacturer-postponed release, the above policy still applies and no exceptions will be made.


Please note that any vouchers applied to the order cannot be reactivated or reused once the cancellation has been processed.


If you wish to proceed with canceling a paid pre-order, please contact our Customer Service and provide your 9-letter order reference along with your preferred refund method. Additionally, please indicate whether you would like to cancel the entire order or just one (or more) specific item(s), and specify which item(s) you would like to cancel.


Case 2: A Pay Later order (unpaid)


You can cancel your Pay Later order by contacting our Customer Support and providing the 9-letter order reference.No cancellation fee will be applied, and any vouchers used for the order will be reactivated for future use. However, please note that the Pay Later option will be suspended for accounts with a high rate of cancellations.



Warning:

Approved refund requests for PayPal transactions older than 6 months can only be processed in Japanese Yen. If the original payment was made in a foreign currency, the refund will be calculated based on the exchange rate on the date of the original transaction.


Can I request a cancellation or refund for an order that has already been shipped?


We are sorry, but cancellations, exchanges, or refunds cannot be accepted once an order has been shipped. If you experience any issues with your order upon delivery, please refer to our related support articles below or contact our Customer Service team for assistance.


My package looks damaged, what solutions can you offer?

What Should I Do If an Item or Part of My Order Is Missing or Damaged?


What is the refund processing time?


Refunds typically take up to 7 business days from the date of processing to appear in your bank account. Please note that if the original payment was made more than 6 months ago, additional time will be required to complete the refund due to extended processing steps.


Will I receive a refund for the remaining shipping fee if I cancel only a part of my order?


We will refund any remaining shipping cost once your order has been shipped. You may either request a refund to your original payment method or have the amount added to the store voucher. Please contact us after you receive the shipping confirmation email so we can process the refund. Kindly note that we cannot issue any refund before the order is packed and sealed, as we need to confirm the final shipping cost.


⚠ Refund requests for transactions older than two years cannot be accepted, as certain payment platforms do not retain transaction information beyond this period.


*** Nin-Nin-Game reserves the right to cancel or remove any order or item listed on our website at our discretion. Possible reasons include, but are not limited to, stock discrepancies, pricing errors, or misuse of the system. Should your order be affected, we will inform you of the reason for the cancellation. ***