1. Who is responsible for what
1.1 Most items on Tokyofishmarket are sold by independent sellers. When you buy from one, your contract of sale is with that seller, and the seller is responsible for the item, its description and its delivery, as section 7 of the Terms of Service explains.
1.2 Items on listings marked TFM Official are sold by us, Manda SENC. For those items, we are the seller and we carry the seller's obligations. Section 7 of this policy sets out our own return conditions.
1.3 This policy has four layers, and each one adds to the one before it: your legal rights (section 8), the cancellation rules (section 2), our buyer protection (sections 3 and 4), and any return conditions a seller offers on top (sections 6 and 7). A seller's conditions can give you more than this policy. They can never give you less.
1.4 Nothing in this policy limits the rights the law gives you as a consumer. Section 9.2 of the Terms of Service applies to every clause below.
2. Cancelling an order before it ships
2.1 You can cancel an order from its page in your purchases while the seller has not yet shipped it, whether or not the seller has confirmed it.
2.2 A seller can also cancel an order they have not yet confirmed.
2.3 The seller has 72 hours after you order to confirm it. If the seller does not confirm it in time, we cancel the order automatically.
2.4 When an order you paid for is cancelled, for any of these reasons, you get back the full amount you paid, including the shipping charged at checkout. Section 5 explains where the money goes.
2.5 Once the seller has shipped the order, you can no longer cancel it from its page. Sections 3, 6, 7 and 8 then apply.
2.6 Pre-orders, commissions and group buys follow their own cancellation rules, which their listing shows before you order.
3. Buyer protection: a problem with a delivered item
3.1 Our buyer protection covers an item that arrives damaged, an item that is not the one you ordered, and an item that is significantly different from its listing.
3.2 You have 48 hours from the moment your order is marked delivered to report the problem. This is the only claim window on Tokyofishmarket. It is the same window in our Shipping & Delivery policy and in the Seller Terms. The 30-day return period for TFM Official items in section 7 is a separate right and does not change this window.
3.3 To report a problem, open the order in your purchases and choose "Report an issue". Describe what is wrong in at least 10 characters. Keep the item, its packaging and any photos, because we may ask you for them.
3.4 We hold the seller's payment for the same 48 hours. That way, a report you make in time always has the money for a refund behind it.
3.5 Our team reviews your report and decides whether the problem is the seller's fault, the carrier's fault or ours. We then decide one of three outcomes: a full refund, a replacement, or no action.
3.6 If you disagree with our decision, write to support@tokyofishmarket.com. Our decision never stops you from using your legal rights under section 8 or from going to court under section 18 of the Terms of Service.
3.7 The 48-hour window applies to our buyer protection only. It does not shorten your legal warranty. A defect that appears later is covered by section 8.
3.8 Digital items are delivered as soon as your payment goes through, and the "Report an issue" button does not appear for them. If a digital item does not work or is not as described, write to support@tokyofishmarket.com.
4. Buyer protection: an item that does not arrive
4.1 We do not pay the seller for a shipped order until it is marked delivered and the 48-hour window in 3.2 has passed. If your order never arrives, the money is still there to refund you.
4.2 If your order is not marked delivered and you think it is lost, open a support request at /support/tickets/new or write to support@tokyofishmarket.com, with your order number.
4.3 We check the tracking with the seller and the carrier. If the item is lost, we refund you in full.
4.4 If the tracking shows the order as delivered but you did not receive it, report it within the 48 hours in 3.2.
5. How refunds are paid
5.1 A refund for an item that did not arrive or was not as described goes back to the payment method you used at checkout.
5.2 A refund for a cancelled order also goes back to your original payment method. We may offer you the choice to take it as store credit instead. You have 7 days to choose. If you do not choose, the refund goes to your original payment method.
5.3 We never turn a refund covered by 5.1 or 5.2 into store credit unless you choose it. A price adjustment, a shipping adjustment or a goodwill credit is not a refund of a claim under sections 3 or 4, and we always issue it as store credit.
5.4 If you paid part of an order with store credit, that part comes back to you as store credit.
5.5 We send the refund when the decision is made. Your bank or card issuer decides how long it takes to reach your account.
5.6 Store credit is not a virtual item. You can spend it on orders on Tokyofishmarket, in the currency it was issued in.
6. Returns under a seller's own conditions
6.1 A seller does not have to accept a return because you changed your mind, except where the law requires it (section 8). A seller may choose to accept such returns.
6.2 A seller who accepts returns states their conditions in the listing or on their booth. Those conditions add to this policy and to the law. They cannot remove a right the law or this policy gives you.
6.3 To use a seller's return conditions, message the seller on Tokyofishmarket. If you cannot agree, open a support request and we help.
7. TFM Official returns
7.1 For items we sell as TFM Official, we are the seller. Sections 2 to 5 and section 8 apply to them in the same way. In addition, you may return a TFM Official item on the conditions in 7.2 to 7.8. These conditions do not apply to items from independent sellers (section 6).
7.2 You may return a TFM Official item for any reason within 30 days of delivery. The 48-hour window in 3.2 still applies to reports under section 3.
7.3 The item must be unused and in its original condition and packaging, with its tags if it had any.
7.4 The following items are final sale and cannot be returned under this section: sealed collectibles once opened, including blind boxes, sealed trading-card products, and sealed figures once the factory seal is broken; digital items; gift cards; and personalised or made-to-order items. A defective item is always covered, whatever its type.
7.5 You pay the return shipping, unless the item is defective, damaged or not what you ordered. In those cases, we pay it.
7.6 We refund you once we have received and inspected the item. The refund goes to your original payment method, and any part you paid with store credit comes back as store credit (5.4).
7.7 The shipping you paid at checkout is refunded only when the return is our fault: the item is defective, damaged or not what you ordered.
7.8 To return a TFM Official item, write to support@tokyofishmarket.com with your order number.
7.9 None of this limits your legal warranty or your other rights under section 8 and section 9.2 of the Terms of Service.
8. Your legal rights
8.1 The law of the place you live may give you a legal warranty. Under it, an item must match its description, be fit for its normal use and last a reasonable time. If it does not, you may be entitled to a repair, a replacement, a price reduction or a refund, even after the 48-hour window in 3.2. No seller's conditions and no clause of this policy can remove that warranty.
8.2 Where the law of your country gives you a right to cancel a distance purchase, that right applies, on the terms and for the period that law sets.
8.3 These rights are against the seller. For an item sold by an independent seller, contact the seller first. If the seller does not respond, or refuses, write to us and we help. For a TFM Official item, contact us.
8.4 If you buy from a private individual rather than a business, some consumer laws may not apply to your purchase, as section 7.3 of the Terms of Service explains. The seller card on each listing shows whether the seller sells as an individual or as a professional.
9. Misuse
9.1 Knowingly making a false report is fraud and breaks our Acceptable Use rules. If we find it, we may refuse the report and act on your account under section 14 of the Terms of Service. You may contest that decision as that section describes.
10. Changes and contact
10.1 We change this policy only as section 19 of the Terms of Service allows. A change never applies to an order already placed.
10.2 Questions about a cancellation, a refund or a return go to support@tokyofishmarket.com. Legal notices go to legal@tokyofishmarket.com. Manda SENC, 418, avenue des Pins Ouest, bureau 40, Montréal (Québec) H2W 1S2, Canada.