Refund policy
DIE SENTAI STORE POLICY
Message From the Team
Thank you for supporting Die Sentai, an independent artist-owned brand.
For general updates, production notices, shipping updates, and information about delays, please follow our Instagram broadcast channel.
Overview
- All sales are final except where mandatory consumer-protection laws apply, including the European Union rights described below.
- Most apparel is made to order unless otherwise stated in the product description.
- Other products may also require manufacturing or production before shipment.
- Estimated lead times do not include shipping or carrier transit time.
- Orders may ship earlier than estimated, but production times may be extended during periods of high demand.
- Significant production delays or changes may be announced through our Instagram broadcast channel.
- This policy applies to purchases made through diesentai.com and the Die Sentai Shop app among other channels where Die Sentai products are sold.
- Producing products on demand helps reduce waste by ensuring that we manufacture only what is ordered.
Free Shipping
Free shipping may be offered during promotional periods when an order reaches the advertised minimum purchase amount.
Unless otherwise stated:
- Free-shipping orders are sent through USPS Ground Advantage.
- Free shipping does not apply to international orders.
- Free shipping does not apply to United States territories.
- Free shipping does not apply to Alaska, Hawaii, or APO, FPO, or DPO addresses unless specifically included in the promotion.
Lead Times
Lead times are estimates and may require additional time.
Business days are Monday through Friday and exclude weekends and recognized holidays.
Lead times begin after we receive the products, materials, blanks, or other goods required to begin fulfilling the order.
Delays caused by suppliers, manufacturers, customs authorities, shipping carriers, or other third parties may be outside our control.
When a significant delay occurs, we may provide an update through our Instagram broadcast channel.
Shipping
Domestic Shipping
Most domestic shipments arrive approximately 2 to 14 days after shipment, depending on the shipping service selected and the carrier’s performance.
You will receive a shipping-confirmation email containing tracking information after your order has been packed or shipped.
Tracking information may take additional time to update after the package is transferred to the carrier.
Domestic orders are generally shipped through USPS or UPS unless otherwise stated.
International Shipping
International shipping is available to eligible destinations.
International orders may be subject to:
- Customs duties
- Import taxes
- Value-added tax
- Brokerage fees
- Handling fees
- Other charges imposed by the destination country
These charges are the customer’s responsibility unless they are specifically shown as prepaid or collected during checkout.
International orders may be restricted based on their contents, weight, dimensions, value, or destination.
P.O. box delivery may be available where supported by the selected carrier.
International shipments may be sent through USPS, UPS, or another available carrier.
Returns and Exchanges
Standard Store Policy
Under our standard store policy, we accept returns only for items that are defective, damaged, or incorrect and reported within 5 calendar days after delivery.
This five-day reporting request helps us investigate problems promptly. It does not limit any longer reporting period, legal guarantee, warranty, remedy, or consumer right required by applicable law.
To qualify for a standard return:
- The item must generally be in the same condition in which it was received.
- The item must be unworn and unused.
- Original tags and packaging should be included when applicable.
- The customer must provide an order number, receipt, or other proof of purchase.
To request a return, contact:
If the return is approved, we will provide return instructions and, where applicable, a return shipping label.
Items sent back without first submitting a request or receiving return instructions may be refused, except where applicable law allows the customer to return the goods without prior approval.
Unless applicable law requires a refund, replacement, repair, or another remedy, returns approved under our standard store policy will be issued as store credit after the returned item has been received and inspected.
Standard Final-Sale Items
Except where mandatory consumer rights apply, we do not accept voluntary returns or cancellations for:
- Made-to-order products
- Custom products
- Personalized products
- Sale or clearance products
- Gift cards
- Perishable goods
- Personal-care products
- Hygiene-sensitive products
- Hazardous materials
- Flammable liquids or gases
- Products specifically identified as final sale on the product page
Marking a product as final sale in Shopify does not eliminate any mandatory consumer right that legally applies to the transaction.
European Union Right of Withdrawal
Who This Section Applies To
This section applies only to eligible purchases made by consumers located in a European Union member country.
It does not apply to purchases made primarily for business, commercial, trade, or professional purposes.
For eligible products, an EU consumer may withdraw from the purchase without providing a reason before delivery and within 14 days after the date on which the final item in the order is delivered.
When the final day of the withdrawal period falls on a non-working day, the deadline may be extended to the next working day where required by applicable law.
How to Submit a Withdrawal, Cancellation, or Return Request
To exercise an eligible European Union right of withdrawal:
- Click Withdraw, Cancel, or Return an Order in the footer of our website.
- You may also access the customer account page directly at:
- https://account.diesentai.com
- Sign in using the email address associated with your order.
- Enter the six-digit verification code sent to your email address.
- Select the applicable order.
- Choose Cancel items, Return items, or Cancel or return, depending on the status of the order.
- Select the applicable items.
- Review the request and submit it.
An electronic acknowledgement will be sent after the request is submitted.
The acknowledgement may include the contents of the request and the date and time of submission.
A withdrawal is considered submitted within the applicable withdrawal period when the customer completes and submits the online request before the deadline expires.
Returning Eligible Products
After submitting a return request, wait for return instructions before mailing the product.
The customer must send the returned goods back within 14 days after notifying us of the decision to withdraw.
The customer is responsible for the direct cost of return shipping unless:
- Die Sentai agrees to cover the cost.
- The product is defective, damaged, incorrect, or nonconforming.
- Applicable law requires Die Sentai to cover the cost.
The customer is responsible for selecting an appropriate tracked return-shipping method and retaining proof of shipment.
Products may be handled and inspected only to the extent reasonably necessary to establish their nature, characteristics, fit, and functioning, similar to the inspection ordinarily permitted in a physical retail store.
We may deduct an amount reflecting an actual reduction in value caused by handling or use beyond what was reasonably necessary to inspect the product.
Examples may include:
- Wearing the product beyond a reasonable try-on
- Washing the product
- Staining or damaging the product
- Altering the product
- Returning the product with strong odors
- Removing or damaging essential packaging
- Returning incomplete products
- Using the product in a way that reduces its resale value
Any deduction will be based on the product’s actual diminished value.
We do not impose an automatic restocking fee on an eligible European Union withdrawal.
European Union Withdrawal Refunds
For an eligible European Union withdrawal, we will refund:
- The price paid for the eligible returned products
- The cost of the least expensive standard outbound delivery method offered for the order, where applicable
Additional costs caused by the customer selecting expedited, express, premium, upgraded, or other optional delivery methods are not refundable beyond the cost of the least expensive standard delivery method.
The refund will be issued using the same payment method used for the original transaction unless the customer expressly agrees to another method that does not result in additional fees.
Reimbursement will be made without undue delay and no later than 14 days after we are informed of the customer’s decision to withdraw.
For returned physical goods, we may withhold reimbursement until either:
- We receive the returned goods, or
- The customer provides satisfactory evidence that the goods were shipped back
- The refund may be withheld until whichever of these events occurs first.
Custom and Personalized Products
Where permitted by applicable law, the European Union right of withdrawal does not apply to goods made according to the customer’s individual specifications or goods that are clearly personalized.
This may include products incorporating:
- Customer-provided names
- Customer-provided wording or text
- Customer-provided photographs
- Customer-provided images
- Customer-provided artwork
- Individual body measurements
- One-off commissioned designs
- Custom sizing that is not part of our normal listed size options
- Individually requested alterations
- Individually requested modifications
- Other specifications created specifically for the individual customer
Whether a product qualifies for this exemption depends on its actual individualized characteristics and applicable law.
A standard product does not necessarily become legally personalized merely because it is manufactured, printed, or produced after the order is placed.
Other Possible European Union Exemptions
Where permitted by applicable law, the right of withdrawal may also be excluded for:
- Goods that deteriorate or expire rapidly
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been opened
- Sealed audio, video, or computer software that has been unsealed
- Digital content supplied after the consumer expressly agreed to immediate performance and acknowledged the loss of the withdrawal right
- Other products, goods, or services legally excluded from the right of withdrawal
Nothing in this section limits any separate rights relating to products that are defective, damaged, incorrect, unsafe, misrepresented, or nonconforming.
Returned and Unclaimed Orders
Incorrect or Incomplete Address
When an order is returned because the customer provided an incorrect or incomplete delivery address, the customer is responsible for the cost of reshipping the order, except where applicable law requires otherwise.
After the correct address is confirmed, we will provide an invoice for the new shipping label before reshipping the order.
If we do not receive a claim, response, or updated address within 14 days after confirmed return delivery to our facility, the order may be handled under the Unclaimed Order Policy below.
Unclaimed or Refused Packages
Packages that are refused, unclaimed, abandoned, or not collected from the carrier may be returned to us.
Unless mandatory law provides otherwise, an order returned because the customer refused delivery or failed to collect the package will be treated as an unclaimed order.
If the merchandise is returned in its original, unworn, unused, and undamaged condition, it may be eligible to be restocked.
Under our standard non-European Union Unclaimed Order Policy, a digital gift card may be issued for the merchandise subtotal only.
The following amounts are excluded:
- Original shipping charges
- Taxes
- Duties
- Customs charges
- Brokerage charges
- Carrier fees
- Other nonrefundable charges
A 25% restocking fee may be deducted from the merchandise subtotal under our standard non-European Union Unclaimed Order Policy.
This unclaimed-order and restocking-fee policy does not apply when an eligible European Union consumer has properly and timely exercised the European Union right of withdrawal.
An EU consumer who exercises the right of withdrawal may still be responsible for disclosed direct return-shipping costs and any actual diminished value caused by excessive handling.
International Orders and Customs Refusal
Customers are responsible for customs duties, import taxes, value-added tax, brokerage fees, and other destination-country charges unless those amounts were specifically prepaid or collected during checkout.
If a package is refused because of unpaid customs charges, abandoned at customs, or returned because the customer failed to complete required customs procedures, the order may be processed under the Unclaimed Order Policy above, except where mandatory law provides otherwise.
Original shipping costs may be nonrefundable under our standard policy.
The following charges may be deducted from any store credit or other amount due, except where prohibited by applicable law:
- Return-shipping costs
- Customs penalties
- Storage charges
- Brokerage fees
- Carrier charges
- Other costs caused by the refusal or abandonment
This section does not override a properly exercised European Union right of withdrawal or another mandatory consumer right.
Lost in Transit
If a shipment is confirmed lost in transit by the shipping carrier, we may file a claim with the carrier and provide one of the following remedies:
- A replacement shipment, when inventory or production capacity is available
- Store credit or an electronic gift card equal to the applicable merchandise value
- A refund or another remedy where required by applicable law
If tracking confirms delivery to the address provided during checkout, the customer should first:
- Contact the shipping carrier
- Check with household members
- Check with neighbors
- Check with building management
- Check with the mailroom
- Check any secure delivery areas
- Check any location shown in the carrier’s delivery confirmation
We are not ordinarily responsible for theft occurring after confirmed delivery.
However, this does not limit any mandatory consumer right or any claim available through the shipping carrier or a shipping-protection provider.
Damaged, Defective, Incorrect, or Missing Items
Inspect your order promptly after delivery.
If an item is defective, damaged, incorrect, or missing, contact us at:
Please include:
- Your order number
- A clear description of the issue
- Photographs showing the problem, where applicable
- Video showing the problem, where applicable
- A photograph of the shipping package, where applicable
- A photograph of the shipping label, where applicable
Our request that problems be reported within 5 calendar days helps us investigate the issue promptly.
This five-day request does not shorten or eliminate any mandatory legal guarantee, warranty, remedy, or consumer right.
Depending on the circumstances and applicable law, available remedies may include:
- Repair
- Replacement
- Store credit
- Partial refund
- Full refund
- Another legally required remedy
Order Cancellations
Most apparel and other products are made to order or produced specifically in response to customer demand.
Production may begin shortly after an order is placed.
Under our standard non-European Union store policy, made-to-order products cannot be canceled after production begins.
Order changes, including changes to size, color, design selection, or shipping address, are not guaranteed after the order has been submitted.
This restriction does not apply where mandatory law provides a cancellation or withdrawal right, including an eligible European Union right of withdrawal.
Chargeback Policy
By placing an order, the customer acknowledges the production, lead-time, final-sale, cancellation, shipping, and return terms disclosed at the time of purchase.
If you believe a transaction was unauthorized or contains a billing error, contact us promptly so we can attempt to resolve the matter.
We reserve the right to respond to and dispute chargebacks that do not comply with applicable card-network rules or law.
In connection with a payment dispute, we may provide relevant supporting documentation, including:
- Proof of the order
- Evidence that the customer accepted the applicable terms
- Production records
- Supplier or manufacturer confirmations
- Customer-service communications
- Tracking information
- Shipping confirmation
- Delivery confirmation
- Return records
- Cancellation records
- Refund records
Accounts associated with abusive, fraudulent, or improperly filed payment disputes may be restricted from making future purchases where permitted by applicable law.
Nothing in this section prevents a customer from exercising a legitimate legal right or submitting a valid payment dispute.
High-Risk Orders
Orders flagged as medium or high risk may require additional identity or payment verification.
Verification may include completion of a credit card authorization form.
If the requested verification is not provided within 3 business days, the order may be canceled and refunded.
We may also cancel and refund an order when we reasonably believe that it:
- Is unauthorizedI
- Is fraudulent
- Contains inaccurate information
- Presents an unacceptable payment risk
-
Violates our store policies
Contact Information
For questions, concerns, cancellation requests, withdrawal requests, or return requests, contact:
Mailing Address
Die Sentai
3183 Wilshire Blvd., Unit 196
Los Angeles, CA 90015
United States