Terms of Service

Last updated: November 12, 2025

At Akiooue, a brand owned by RAKUBASE GROUP LLC, we want every customer to be fully satisfied with their purchase.
If you’re not completely happy with your order, we gladly accept returns and exchanges under the conditions outlined below.

1. Return Eligibility

We accept returns for both defective and non-defective products, provided that all of the following conditions are met:

  • The product must be new, unused, unwashed, and unaltered.
  • It must be returned in its original packaging with all tags and labels attached.
  • The return request must be made within 30 days from the delivery date.
  • Products showing signs of wear, washing, modification, or damage caused by the customer are not eligible for return.
  • Minor variations such as loose threads or slight color differences are not considered defects.

Note: Items received after the 30-day window or in non-resellable condition will not be accepted for refund or exchange.

2. Return Method

  • All returns must be shipped by mail — we do not accept in-person or drop-off returns.
  • Customers are responsible for return shipping costs, except in cases of defective or incorrect items.
  • Return labels are not provided by Akiooue at this time.
  • Please ensure your package is securely packed and includes your order number for tracking.

3. How to Request a Return

To request a return within 30 days of receiving your order:

  1. Email: [email protected]
  2. Include the following information:
    • Order number and proof of purchase
    • Product name(s)
    • Reason for return
    • Photos or videos if the item is defective or damaged

Our customer support team will review your request and reply within 1–2 business days with return instructions.

4. Refunds

Once your return is received and inspected:

  • Refunds will be processed within 2 business days.
  • The refund will be issued to your original payment method (PayPal or Stripe).
  • Please allow additional time for your bank or payment provider to complete the posting process.
  • Original shipping fees are non-refundable, unless the return is due to our error (defective or incorrect item).

You’ll receive a confirmation email once the refund has been issued.

5. Exchanges

We offer exchanges for new, unused items within 30 days of delivery.

To request an exchange:

  • Follow the same steps as a return.
  • Specify the replacement item, size, or color in your email.
  • If the requested replacement is unavailable, we will issue a full refund instead.

6. Restocking Fees

We do not charge any restocking or handling fees for returns or exchanges.

7. Non-Returnable Items

The following products cannot be returned or exchanged:

  • Items marked “Final Sale” or “Non-Returnable” on the product page.
  • Gift cards or promotional giveaway items.
  • Personalized or custom-made products.

8. Damaged or Incorrect Items

If you receive a defective or incorrect product:

  • Contact us within 7 days of delivery.
  • Provide photos or videos showing the issue.
  • We will promptly arrange a replacement or full refund at no additional cost.

9. Responsibility for Returned Goods

Until your return is received at our facility, you are responsible for the package.
We recommend using a trackable shipping method and keeping your postal receipt as proof of return.

10. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

📧 [email protected]
📞 +1 (719) 286-7978
🏢 RAKUBASE GROUP LLC
1942 Broadway St. STE 314C, Boulder, CO 80302, United States
🕓 Support Hours: Monday – Friday, 8:00 AM – 5:00 PM (PST)