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Terms and conditions

TERMS AND CONDITIONS OF SALE

Applicable to customized products, made-to-order products, limited edition products, pre-order products and stock products.

1. SELLER IDENTIFICATION.-​

These terms and conditions govern the sale of products offered by “KAIOLAND”, acting as the seller to the end consumer.

2. ACCEPTANCE OF THE CONDITIONS.-

Placing an order implies full acceptance of these conditions.

The client declares:

            – having read and understood its content

            – accept the incident, return and testing procedures

            – to know the nature of the product purchased

3. NATURE OF THE PRODUCTS.-

KAIOLAND markets, among other things, collectible products, statues, resins, limited edition pieces, products made to order, personalized products, products produced in limited runs, items subject to prior reservation (“pre-order”), and products manufactured by third parties.

The client acknowledges and accepts that the images may correspond to prototypes, that there may be non-substantial variations, and that opening or handling affects their value.

For contractual purposes, they will be considered custom products or made to order those who:
            – are produced specifically after confirmation of the Customer's order;
            – are reserved nominatively for the Client against the studio, manufacturer or supplier;
            – are manufactured or allocated according to specific specifications, a particular configuration, a specific edition, numbering, batch or limited quota; or
            – that by their very nature fall outside the ordinary circuit of immediate resale.

The customer expressly acknowledges and accepts that the products offered by KAIOLAND are not standard goods for immediate replenishment, but rather goods of limited production, nominative allocation, or manufacturing dependent on third-party international suppliers.

4. MANUFACTURING AND SHIPPING TIMES.-​

            – Estimated manufacturing time: the approximate time will be that indicated in the corresponding product sheet and will be communicated according to the information provided by the studio, manufacturer or international supplier.

These deadlines are merely estimates and guidelines, and delays, modifications or advances may occur due to manufacturing processes, production, international logistics, customs or circumstances beyond the control of KAIOLAND.

The customer expressly acknowledges and accepts that many of the products marketed by KAIOLAND are made to order, customized, limited edition, nominatively assigned or subject to prior reservation (“pre-order”), and therefore, once the reservation is confirmed and the manufacturing or assignment is committed to the manufacturer or supplier.

            – Estimated shipping time: approximately 2 months from label generation with UPS, FEDEX, DHL or others.

Both deadlines are estimates and may be affected by circumstances beyond our control related to international logistics, manufacturer production, or customs procedures, as well as force majeure.

Consequently, delays arising from these circumstances will not constitute a breach of contract, nor will they give rise to an automatic right to cancellation, refund, compensation, restitution, forced return, payment dispute or chargeback, except as otherwise required by law in the consumer's jurisdiction.

5. PURCHASE AND PAYMENT PROCESS.-

5.1 The amount paid as a deposit , reservation, down payment , advance payment or initial payment is intended to block a specific unit of the product, remove that unit from the general offer to the public and allow KAIOLAND to commit to the corresponding supplier or studio.

5.2. In products that are clearly personalized, manufactured according to the consumer's specifications or reserved individually for the consumer, the right of withdrawal under the terms provided for in Article 16.c of Directive 2011/83/EU shall not apply.

This exception is also recognized in the national legislation of several Member States of the European Union, including, among others:

Consequently, products made to order, manufactured specifically for the customer, individually assigned, personalized, limited edition reserved, or acquired through presale/preorder systems with specific unit allocation, are excluded from the statutory right of withdrawal.

Likewise, in other countries, this type of limitation is equally valid and common under state consumer protection regulations and commercial practice applicable to personalized products, “custom-made”, “made-to-order”, “special order” or goods specifically reserved for a customer, with respect to which merchants may exclude returns and cancellations provided that such conditions have been previously informed to the consumer in a clear and accessible manner.

Notwithstanding the foregoing, the exclusion of the right of withdrawal shall in no case affect the consumer's statutory rights regarding warranty, manufacturing defects, transport damage or lack of conformity of the product in accordance with the mandatory regulations applicable in each jurisdiction.

5.3. Consequently, unless otherwise provided by applicable mandatory legislation, the deposit or advance paid in respect of personalized, made-to-order, limited-quantity or pre-order products will not be refundable for mere convenience, change of mind, lack of space, loss of interest , economic reasons , ordinary production delay or any cause not attributable to KAIOLAND.

Failure to comply (such as a claim against the payment gateway) will result in automatic cancellation, as well as the retention of 60% of the amount paid as a penalty to cover management, manufacturer, logistics, or similar expenses. Any claim made through the payment platforms used will entitle you to claim the equivalent of the aforementioned percentage.

However, as a courtesy and without constituting a legal obligation or binding precedent , KAIOLAND may, at its discretion, offer a partial refund of up to 40% of the amount paid to customers with orders placed after June 1, 2026, when the customer requests cancellation before the supplier demands final payment, before the product is ready for shipment, and provided that no payments have already been irrevocably committed to the studio, manufacturer, or logistics intermediaries. For orders placed before June 1, 2026, the terms and conditions in effect at the time the corresponding order was placed may apply.

This goodwill policy will not apply when:
            – the product is finished, ready for shipment, in the dispatch phase or undergoing quality control at the factory;
            – the final payment has been demanded from KAIOLAND by the supplier;
            – the order has already been consolidated, manufactured, allocated or shipped;
            – there are reasonable indications of abuse, fraud, coercion, threats, insults to staff, instrumental use of chargebacks or contractual bad faith.

5.4. Notwithstanding the foregoing, yes comeá refund íwhole of the amounts paid when:
            – KAIOLAND cannot supply the product due to definitive cancellation of the project, objective impossibility of supply or rejection of the order by the supplier;
            – there is a material breach attributable to KAIOLAND; or
            – as required by mandatory consumer protection regulations applicable to the contract.

5.5 In particular, with regard to products IN STOCK, the following purchase methods will be distinguished:

a) Orders paid in full from the beginning

For orders where payment has been received in full at the time of purchase, the logistics process will be considered to have begun upon complete payment. Logistics processing requires an approximate preparation time of 1 to 3 business days from the date of the order, as well as an additional approximate processing time of up to 5 days in the warehouse.

To avoid operational disruptions and losses resulting from stock shortages, immobilization of units, or interruptions to ongoing logistical, administrative, and commercial processes, cancellations will only be permitted within the first 48 hours of purchase. A 10% retention fee will be applied to cover management, processing, and associated operational costs. This retention fee includes 5% for banking, financial, and payment gateway fees, as well as an additional 5% for administrative, human, logistical, and internal management costs related to processing cancellations and refunds. These costs include, but are not limited to, customer service, receiving and reviewing requests, labeling, material preparation, stock blocking and immobilization, product recategorization on the website, inventory adjustments, warehouse management, payment platform operations, and processing the corresponding refund.

Subsequently, and always before obtaining a tracking number, only a partial refund of 60% will be possible. KAIOLAND can provide documentary evidence that the shipping order has been placed or that the purchase from the manufacturer or supplier has already been completed.

Once the tracking number has been obtained, the order will be considered incorporated into the international logistics process and will not be eligible for cancellation.

b) Orders formalized by reservation or deposit

For orders where the customer chooses to make an initial payment as a reservation or deposit, the customer is obligated to pay the remaining amount within a maximum of 60 days. If this obligation is not met within the stated period, KAIOLAND may unilaterally terminate the reservation, retaining the amounts paid as compensation for operational, administrative, logistical, and storage costs incurred, as well as for unit blocking, stock immobilization, lost sales opportunity, and the costs associated with dealings with suppliers, warehouses, and logistics operators.

In this option, the logistics management process will be considered to have begun from the moment the customer makes the remaining or final payment. Logistics management will also require an approximate preparation period of between 1 and 3 business days from the date of the request, as well as an additional approximate period of up to 5 days for warehouse processing.

To avoid operational disruptions and losses resulting from stock shortages, immobilization of units, or interruptions to ongoing logistical, administrative, and commercial processes, cancellations will only be permitted within the first 48 hours of purchase. A 10% retention fee will be applied to cover management, processing, and associated operational costs. This retention fee includes 5% for banking, financial, and payment gateway fees, as well as an additional 5% for administrative, human, logistical, and internal management costs related to processing cancellations and refunds. These costs include, but are not limited to, customer service, receiving and reviewing requests, labeling, material preparation, stock blocking and immobilization, product recategorization on the website, inventory adjustments, warehouse management, payment platform operations, and processing the corresponding refund.

After this period, no refunds can be requested (unlike with a single payment and direct shipping). Once the remaining or final payment has been made and the tracking number has been obtained, the order will be considered part of the international logistics process and cannot be cancelled.

5.6. When a reserved product or the initial deposit has been made enters the final payment phase or is ready for shipment , the Customer will be notified by email and must pay the outstanding amount within a maximum period of 30 calendar days from the communication.

5.7. Failure to pay within the established deadlines will entitle KAIOLAND to:
            – cancel the order;
            – retain the non-refundable amounts already paid;
            – to pass on, where applicable, the costs already committed; and
            – offer the unit to another customer.

5.8. KAIOLAND may grant reasonable extensions of time when the Client contacts them before the expiration date and acts in good faith. Granting an extension will always be at their discretion, taking into account each individual case.

5.9 Products requested outside the catalog or upon express request. In cases where the Customer requests products not included in the website's regular catalog, products out of general stock, discontinued items, sourcing products, specific searches, individual imports, or any other product expressly managed upon the Customer's particular request, the transaction will be considered a special order, personalized management, or an order placed "upon express request."

The Client acknowledges and accepts that this type of operation may involve additional commercial, logistical and professional actions by KAIOLAND, including, but not limited to, searching for alternative suppliers, individualized negotiations, reactivation of business contacts, specific international management, blocking of units, specific imports, advance payments to third parties, individualized reservations or orders made expressly for the Client.

Consequently, this type of order will not be eligible for cancellation, withdrawal or refund under any circumstances once it has been accepted, processed or the corresponding management initiated by KAIOLAND.

6. SHIPPING AND DELIVERY.-

6.1. The indicated deadlines, whether for management, manufacturing or production, logistics consolidation, export, international transit, customs and final distribution are estimated and may be affected by circumstances beyond the company's control, such as international logistics incidents, customs processes, saturation of transport operators or force majeure events, unrelated to KAIOLAND, which may produce or be the cause, as the case may be, delays in study, management, manufacturing, customs controls, logistics congestion, high volume campaigns, international holidays or incidents of the carrier.

6.2. KAIOLAND will inform the Customer of the estimated delivery times and, where applicable, any reasonable updates available.

6.3 Delivery will be considered validly completed when the carrier confirms delivery to the address provided by the customer during the purchase process. For this purpose, the customer assumes responsibility for ensuring that the shipping details are correct and complete, as well as guaranteeing receipt of the package at that address.

6.4. In sales to consumers subject to EU regulations and all third countries, and unless otherwise agreed with the Customer, delivery will be made without undue delay and, as a general rule, within the estimated period or, in the absence of a specific agreement, within the applicable legal framework; in the case of pre-orders and made-to-order products, the Customer expressly accepts that the delivery date is subject to the actual production and release schedule of the supplier.

6.5. Reasonable delays in manufacturing or transport of collectible, pre-order or custom-made products will not in themselves constitute a material breach , unless there is a definitive impossibility of supply.

6.6. KAIOLAND will provide the Customer, where appropriate, with available tracking information.

6.7. If the Customer is not available at the time of delivery, does not collect the package within the period indicated by the carrier or does not properly attend to the delivery or collection notices, and this causes the return, abandonment, destruction, additional storage or logistical surcharges, such consequences will be attributable to the Customer, unless there is proof of error by the carrier or KAIOLAND.

6.8. In such cases, KAIOLAND may:
            – demand payment of new shipping, return, storage, management or customs expenses;

            – suspend any forwarding until full payment is received; and/or
            – deduct these amounts from any amount that may exceptionally need to be refunded.

6.9. In the event of a delivery incident attributable to the Customer's absence, impossibility of delivery, failure to collect, errors in tracking by the recipient, or similar situations occurring during the local delivery phase at the destination, KAIOLAND will make commercially reasonable efforts to assist the Customer and minimize, where possible, the costs arising from new management or logistical coordination, especially when the incident is reported immediately and while the package remains active within the local delivery or home delivery network, or immediately after being notified of its return to the sender.

However, when the package has been deposited at a collection point, pack point, locker or collaborating establishment and the Customer does not proceed to collect it within the period established by the logistics operator, causing its return to the sender, the Customer will assume in full the costs derived from the new shipment, return, storage, handling, logistics management and other associated expenses.

Likewise, when the Customer makes claims manifestly late, once the logistics process has ended, the package has been returned to the sender, or 1-2 weeks or months have passed since the return, failed delivery, or final tracking update, KAIOLAND may consider the logistics incident abandoned and will not be obliged to make any refund, especially in those cases where there are irreversible costs of transport, destruction, logistical abandonment, storage, loss of merchandise, impossibility of recovering the package, or administrative closure of the file by the logistics operator.

6.10. For contractual, logistical and incident resolution purposes, the order will be considered to have been correctly delivered and received when there is confirmation of delivery, validation of receipt, signature, geolocation, digital accreditation of delivery or any other equivalent objective proof in the area, locality or address associated with the Customer according to the data provided in the order, through the records of the logistics operator or transport provider contracted by KAIOLAND.

In such cases, and unless otherwise mandated by applicable consumer protection regulations, the order will be considered correctly delivered for all legal, contractual, and commercial purposes, and neither unilateral cancellation nor automatic refund of the amount paid will be permitted. The Customer acknowledges and accepts that both KAIOLAND and financial institutions, payment gateways, and payment service providers may apply the standard criteria for logistical accreditation and proof of delivery used in international e-commerce for the resolution of claims, disputes, chargebacks, or equivalent proceedings.

However, KAIOLAND may individually review any incidents that present reasonable indications of logistical errors, incorrect deliveries, negligent actions by the transport operator, or any other objectively verifiable anomaly. To this end, KAIOLAND may require the Customer to provide additional documentation, declarations of responsibility, complaints, data confirmation, cooperation from the carrier, or any other evidence reasonably necessary for processing the incident.

7. LOSS OF PACKAGES AND TRANSPORT. –

7.1. If a shipment is lost during transport and the loss is confirmed by the logistics company or by the corresponding investigation, KAIOLAND will offer, at its discretion and subject to availability:
            -product replacement; or
            – refund of the amounts paid, including shipping costs actually paid by the Customer.

7.2. The following shipments will not be considered "lost packages":
            – delivered according to reasonable proof by the carrier;
            – pending collection by the recipient;
            – held due to lack of documentary cooperation from the sender and/or recipient to customs; or
            – returned due to incorrect address provided by the Customer or non-receipt in accordance with the carrier's regulations.

8. RECEIPT , UNBOXING AND TESTING

8.1 Due to the fragile nature of resins, statues and collectible pieces, especially in long-distance international shipments, the Customer acknowledges that transport damage, small aesthetic defects, minor variations in paint, assembly or finish inherent to the artisanal or semi-artisanal process of the product may occur.

8.2 To report any issue, the Customer must notify KAIOLAND in writing within 7 calendar days of receipt. This notification must include a detailed description of the issue and any supporting documentation required in accordance with these terms and conditions. If no notification is received within this timeframe, the company may reject the claim, assuming the product was received in satisfactory condition. In such a case, any subsequent action will be subject to the manufacturer's policy.

8.3 The customer must verify the condition of the package upon delivery. Recording the entire unboxing process , from receipt to complete verification of the contents, is expressly and repeatedly mandatory . In any case, the customer must provide proof of the package's condition through:

            – numbered photographs of the complete condition and of each side of the outer packaging;
            – Numbered photographs of the complete condition and of each side of the inner packaging

            – numbered photographs of the complete condition of the product;
            – photographs and/or video of the damage, defect or missing part;
            – photographs or proof of labeling and order number; and
            – The complete recording of the entire package opening process (unboxing) will be expressly and repeatedly mandatory.

8.4 For the admission of any incident, the company may require the customer to provide sufficient evidence that proves the condition of the shipment at the time of its receipt and opening, including, among others, graphic or video material of the unhandled package, the opening process and the final condition of the product.

Specifically, the opening video must be continuous, uninterrupted, and without any cuts, pauses, edits, manipulations, or interruptions that would prevent verification of the complete traceability of the shipment opening. The customer must clearly show the external condition of the original shipping box (brown or outer box), including labels, seals, and the overall condition of the packaging before opening it. A recording that only shows the product's art box is not sufficient.

Furthermore, it must be visually verified that the product box is originally factory sealed on all sides and shows no apparent signs of prior opening, tampering, or alteration. KAIOLAND may include notices, labels, or warnings visible on the flaps or opening areas of the packaging, expressly indicating the need to record the opening process. The Customer is understood to be duly informed and advised of this evidentiary obligation from the moment of receiving the order.

Failure to provide such evidence may limit or prevent the processing of the incident when it is not possible to reasonably verify the origin of the alleged damages, faults or defects.

8.5 Failure to provide such evidence may make it impossible to process the claim, as the existence and origin of the damage, the alleged incident, or its causes cannot be verified. The lack of an opening video does not automatically nullify the consumer's legal rights, but it may hinder proof of the origin of the damage and the viability of a claim against the carrier, studio, or insurer.

8.6 KAIOLAND will endeavor to offer, as appropriate and depending on the nature of the incident:
            – replacement of damaged part with free shipping to the customer whenever possible and provided by the manufacturer;
            – repair paid for by Kaioland;
            – technical assistance or assembly instructions;
            – partial refund proportional to the claimed incident;

8.7. The internal commercial period for communicating transport incidents will be approximately 7 days from receipt for logistical processing purposes with third parties; however, this period does not limit or replace the mandatory legal periods for lack of conformity that are applicable to the consumer under the competent law.

8.9. The following are excluded from coverage:
            – damage caused by improper handling, negligent assembly, impacts after delivery, improper exposure, unauthorized repairs or improper use;
            – ordinary wear and tear;
            – minimal differences or tolerances inherent in hand-painted or hand-assembled products that do not substantially affect the value or functionality of the product;
            – Incidents expressly warned to the Customer before the purchase regarding outlet, second-hand, liquidation or damaged stock items, provided that such warning is clear, specific and visible.

8.10. For items identified with a label in the description as "NO AFTER SALES," outlet, liquidation due to loss, wet box, or product with a known defect, the Customer accepts the purchase of the item in the condition described in the product information. KAIOLAND assures that, before shipment, the product has been inspected and packaged in conditions reasonably suitable for its transport and preservation. However, due to the nature of national and international transport, logistical handling, transit between platforms, customs, and actions by third-party operators, KAIOLAND cannot guarantee the absolute integrity, security, or preservation of the packaging, outer box, or product during the transport and delivery process.

8.11. The timeframes, availability and scope of replacement parts, replacements, repairs or after-sales service will be determined by the policy, availability and times established at each time by the corresponding manufacturer, studio or supplier.
KAIOLAND does not guarantee specific restocking times or permanent availability of parts or replacements, as this depends on third parties beyond its control.

8.12. In incidents related exclusively to LED lighting systems, secondary electrical components, cables, adapters, switches, translucent parts or integrated lighting accessories considered complementary accessories of the main product, KAIOLAND may offer partial financial compensation proportional to the real value of the affected component, taking into account its accessory nature within the product as a whole.

The Customer acknowledges and accepts that this type of element usually constitutes an additional non-essential accessory with respect to the main collectible piece, so incidents that only affect these components will not give rise to the full replacement of the product or to high or disproportionate refunds.

Similarly, certain transparent, translucent, or illuminated parts may not be able to be repaired satisfactorily without altering the product's original finish. In cases where the manufacturer or supplier does not offer a replacement, substitute parts, or official solution, KAIOLAND will, where applicable, offer a proportionate and reasonable solution, taking into account the severity of the issue and the available options.

8.13. The Customer acknowledges and accepts that many of the products marketed by KAIOLAND correspond to limited editions, collector's items, closed runs, discontinued items, handcrafted productions or products subject to restricted availability by studios, manufacturers or licensees.

Consequently, the possibilities of replacement, repair, replenishment, exchange of parts, after-sales coverage or supply of replacements may vary substantially depending on when the incident is reported and the actual availability at any given time.

In particular, when a product has remained for a prolonged period in the STOCK, outlet or liquidation category, the Customer acknowledges that the manufacturer, studio or supplier may have ceased its activity, exhausted stocks, destroyed molds, discontinued production lines or stopped manufacturing replacement parts, and it may be materially or commercially impossible to obtain total or partial replacements of the affected product.

In such cases, KAIOLAND will make commercially reasonable efforts to offer a proportionate solution adjusted to the availability at any given time, without being able to guarantee in all cases the obtaining of identical replacements, new parts or complete replacements.

9. DIFFERENT PRODUCT, WAREHOUSE ERROR OR SERIOUS NON-CONFORMITY

9.1 If the Customer receives a product different from the one contracted due to an error in preparation, packing, storage or labeling; KAIOLAND will assume the legally corresponding solution, including, as the case may be, replacement, substitution, collection, full or partial refund, or any other appropriate remedy.

9.2 If the difference with respect to the promotional photographs is due to non-substantial variations in production, color, shading, texture, manual assembly or adjustments inherent to the step from prototype to production, there will not be a lack of conformity in itself, unless the divergence is objectively substantial and affects essential characteristics of the product offered.

9.3 KAIOLAND does not guarantee absolute and certain identity between 3D renders, prototypes, promotional samples and final product, especially in artisanal or limited production studios; however, the product must maintain a reasonable conformity with the contractual description and with the essential characteristics advertised.

9.4. In the event of substantial changes to the product initially announced, KAIOLAND will inform the Customer as soon as reasonably possible based on the information provided by the manufacturer, studio or supplier.

The Customer will have a period of 10 calendar days from said communication to express in writing their will not to accept the communicated changes, provided that the cancellation is still operationally possible according to the production, allocation or logistics management status of the order.

If the Customer does not respond expressly within this period, it will be understood that they accept to continue with the order and the communicated modifications, and KAIOLAND may confirm, maintain or continue the manufacture, allocation, reservation or management of the product with the corresponding manufacturer or supplier.

10. BROKEN OR DEFECTIVE PRODUCTS

10.1 If a claim is processed in accordance with the established claim protocol and an incident is proven, the company will analyze the specific case and offer an appropriate solution taking into account the nature of the product, the severity of the damage and the availability of alternatives previously set out in these terms and conditions.

10.2 Solutions may consist of repairing the product, replacing parts, granting a partial refund proportional to the defect, providing a compensation voucher for future purchases or, where appropriate, a full refund of the amount paid.

10.3 When opting for a full refund, the customer must return the product to the factory of origin, assuming the corresponding shipping costs.

10.4 The company will prioritize proportionate and reasonable solutions, especially in collectible products where certain issues can be technically remedied.

11. LIMITATIONS ARISING FROM THE NATURE OF THE PRODUCT

11.1 The customer acknowledges and accepts that the products sold, by their nature, may have certain characteristics inherent to their manufacturing process, transport or materials.

11.2 Minor imperfections, slight aesthetic variations, minor adjustments resulting from changes in temperature, humidity, materials, assembly or transport, as well as any other minor circumstance that does not substantially affect the functionality, stability or essential integrity of the product, shall not be considered defects.

The Customer expressly acknowledges that certain collectible products, whether made of resin, PVC, polystone, or handcrafted materials, may require minor adjustments, repositioning, fitting, surface cleaning, application of moderate heat, fixing of parts, basic maintenance, or other minor handling common within specialized collecting. These routine actions are the responsibility of the Customer and will not constitute valid grounds for return, contract termination, full or partial refund, or automatic replacement of the product.

11.3 The customer also accepts that certain products may require manual adjustments or simple interventions for their correct placement or operation, which does not constitute a manufacturing defect.

12 RIGHT OF WITHDRAWAL

12.1. In accordance with applicable consumer protection regulations, the customer has a period of fourteen (14) calendar days from receipt of the product to exercise their right of withdrawal, except in those cases legally excluded and expressly provided for in these terms and conditions. Return shipping costs will be borne by the customer.

12.2. In the event of a valid exercise of the right of withdrawal, the customer must return the product in perfect condition, completely new, unused, unopened, and unaltered in any way, maintaining both the original outer and inner packaging intact on all sides, including seals, protective materials, bags, foam, plastic, manuals, certificates, accessories, parts, components, and other elements originally included with the product. The product must be kept in the same condition as when it was received, without damage, marks, dirt, alterations, assembly, disassembly, or depreciation resulting from handling other than that strictly necessary to verify the nature and basic characteristics of the goods.

The existence of opening marks, cuts, broken seals, altered closures, signs of manipulation, wear, assembly, use, repositioning of parts or any other reasonable indication of opening or use of the product may determine the invalid acceptance of the withdrawal, as well as the corresponding depreciation or denial of the requested refund.

12.3. Since the products are shipped from specialized international logistics centers and suppliers, the return must be made to the return address indicated by KAIOLAND in each case, which may normally be located outside the consumer's country of residence (mainly China).

12.4. Unless otherwise provided by applicable mandatory legislation, the direct costs of return, including transport, customs, taxes, insurance, bank charges and any other costs associated with the return of the product, will be borne entirely by the customer.

12.5. KAIOLAND will proceed with the refund once the returned product has been received and verified, and may make deductions in case of depreciation resulting from handling other than that necessary to verify the nature, characteristics and functioning of the item.

12.6. In accordance with Article 16.c of Directive 2011/83/EU and corresponding national legislation, the right of withdrawal shall not apply to personalized products, products manufactured according to consumer specifications, individually reserved, made to order or specifically allocated to the customer through pre-sale/pre-order systems or limited edition.

12.7 The right of withdrawal does not apply to personalized products, products made to order, or products which, by their nature, lose their collectable value after being opened or handled.

13. RETURNS

13.1 All returns must be authorized in advance by the company. The customer must follow the instructions provided and comply with the conditions set forth in these clauses.

13.2 No returns will be accepted for products that have been used, mishandled, damaged due to causes attributable to the customer or sent outside the time limits contemplated in these terms and conditions.

13.3 The company reserves the right to refuse any return that does not meet the established requirements.

14. DISPUTES OR CLAIMS VIA PAYMENT PLATFORMS

14.1 A payment platform is considered to be any electronic means of payment such as banking entities, PayPal or STRIPE, among others.

14.2 The customer agrees to contact the company before initiating any dispute through payment platforms.

14.3 In the event of a dispute being opened, the company may suspend the management of any order or ongoing incident until the dispute is resolved.

14.4 If, as a result of the dispute, the amount is refunded to the customer, the company will be released from the obligation to deliver the product, and the contractual obligations will be considered suspended or terminated.

14.5 The Client undertakes to act in good faith and not to request duplicate refunds or multiple compensations for the same concept.

14.6 Any attempt to obtain a double recovery, conceal evidence, manipulate documentation, deny accredited receipts or misuse chargeback systems may be treated as a serious breach and will entitle KAIOLAND to cancel future services and take appropriate action.

14.7 In any case, KAIOLAND reserves the right to take appropriate measures against abusive or fraudulent uses of payment systems.

15. WARRANTY AND AFTER-SALES SERVICE

15.1 The customer acknowledges that some products may not have after-sales service or replacement of parts from the manufacturer.

15.2 In such cases, the company will offer reasonable solutions within its capabilities, without being able to guarantee the complete replacement of the product.

16. PACKAGING AND PRESENTATION

16.1 The packaging of products has an essentially protective purpose during transport.

16.2 Any incidents that exclusively affect external boxes, packaging elements, artistic boxes or “art box” will not give rise to a claim, provided that the main product is in correct condition.

17. CLAIMS

17.1 Claims must be made through KAIOLAND's official channels, providing all the necessary information and documentation for their correct processing.

18. REGISTRATION , ADMISSION AND FRAUD PREVENTION

18.1 KAIOLAND may retain and process information relating to orders, communications and incidents in order to properly manage contractual relationships, prevent fraud and defend its interests in possible proceedings.

18.2 KAIOLAND reserves the right to refuse new orders or cancel future business relationships with customers who engage in insults, threats, coercion, fraud, chargeback abuse, harassment of staff, impersonation, or any conduct objectively incompatible with contractual good faith.

18.3 In such cases, KAIOLAND may:
            – resolve the future business relationship;
            – limit means of contact;
            – deny new reservations; and
            – proceed, where appropriate, to the reimbursement of undisputed or legally enforceable amounts.

18.4. This power will not affect the rights already accrued by the consumer with respect to previously completed orders nor will it allow KAIOLAND to retain amounts that the law requires to be returned.

19. Deferred payment options, reservations and open invoices

All payment methods, reservations, deferred payments, open invoices, payment links and equivalent systems regulated in this clause will be subject to the same conditions, limitations, cancellation policies, deadlines, retentions, operational consequences and other provisions previously established in these General Terms and Conditions of Contract.

Furthermore, open invoices, payment requests, or equivalent systems issued by KAIOLAND must be paid in full, or, where applicable, through the first corresponding payment or deposit, within a maximum period of 7 calendar days from their issuance. If the corresponding payment is not received within this period, KAIOLAND may unilaterally cancel the reservation and release the affected unit without further notice.

20. International Coverage. International Shipping and Logistics

KAIOLAND ships internationally to virtually every country in the world.

Unless expressly stated otherwise in the product sheet, invoice, quote or corresponding commercial communication, ordinary international shipping costs and, where applicable, ordinary import and customs costs will be included for orders destined for continental European countries not on islands, including, among others, mainland Spain (+ Balearic Islands), France, Germany, Belgium, Netherlands, Italy, Portugal, Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, mainland Greece, Hungary, Latvia, Lithuania, Luxembourg, Poland, Romania, Slovakia, Slovenia and Sweden.

Unless otherwise stated, standard shipping and customs fees are also included for:

However, certain island territories, outermost regions, remote areas, hard-to-reach areas, non-peninsular territories, or destinations with special logistics operations may be excluded from the standard logistics coverage included, even if they form part of a political, administrative, or territorial entity belonging to a European Union member state or other regions normally covered. Furthermore, for countries not expressly mentioned in this clause or not included within the standard logistics coverage, KAIOLAND may apply an additional shipping and/or customs handling surcharge based on the size, weight, volume, number of boxes, final dimensions of the package, and logistics costs associated with the destination.

In particular, additional estimated logistics fees may apply per order and/or box for the following destinations. These fees correspond exclusively to international shipping costs and do not necessarily include taxes, duties, import taxes, or local customs fees that may be required in the destination country according to its applicable laws. The Customer will be responsible, where applicable, for the payment of any customs duties, import taxes, local fees, or additional costs required by the competent authorities of the receiving country.

The rates indicated are estimates, indicative and not fixed, and may reasonably vary depending on factors such as:

The initial estimates are intended to minimize unforeseen cost overruns, provide reasonable forecasts to the Client and avoid subsequent incidents arising from international logistical variations.

When an order requires two or more boxes, special packaging, pallets, reinforced protection, large volume transport or extraordinary dimensions, additional costs may apply for each box, logistics unit or associated operating supplement.

Likewise, when the dimensions or final weight of the product reasonably exceed the usual standards foreseen for small or medium shipments, KAIOLAND may inform the Customer of the applicable additional logistics cost before dispatch of the order, indicating, where possible, the estimated measurements and deducting any amount previously paid for shipping or logistics supplement.

The Client acknowledges and accepts that certain international logistics costs can only be accurately determined once the manufacturing, packaging, consolidation or final calculation of international transport processes are completed.

Consequently, KAIOLAND may request payment of reasonably justified logistical differences before the shipment, release or continuation of the international logistics process of the order.

20. Applicable law

20.1. Consumers residing in the European Union shall retain the protection afforded to them by the mandatory provisions of their national legislation and applicable European consumer law. Furthermore, any dispute shall be submitted to the competent courts and tribunals in accordance with the mandatory consumer protection legislation applicable in each case.

20.2. Consequently, with respect to customers residing in the European Union, these General Conditions shall be interpreted in accordance with Directive 2011/83/EU, Directive (EU) 2019/771 and other corresponding European and national regulations concerning consumers, distance selling, withdrawal, guarantees and the sale of goods, to the extent that such provisions are mandatory.

However, the Customer expressly acknowledges that many of the products sold by KAIOLAND are personalized products, limited editions, numbered products, restricted runs, individual reservations, specific orders, made-to-order products, or pre-order/pre-sale items whose manufacture, allocation, or acquisition is carried out specifically for the Customer through express requests made to the corresponding manufacturer, studio, supplier, or distributor. Consequently, the limitations regarding withdrawal, cancellation, refunds of deposits, advance payments, replacements, parts availability, and after-sales service must also be interpreted taking into account the specialized and personalized nature of the purchased product.

20.3. With respect to customers located outside the European Union, including, but not limited to, the United States, Canada, Latin America, Asia, Oceania, the United Kingdom or any other international territory, these General Terms and Conditions shall apply and be interpreted to the fullest extent permitted by mandatory local, state, provincial, federal or national legislation applicable in each relevant jurisdiction.

The Customer acknowledges and accepts that, regardless of the country of residence or specific applicable regulations, the nature of the products marketed by KAIOLAND responds internationally to systems of limited manufacturing, production on demand, customization, individual numbering, specific allocations, special orders, pre-sales or individualized reservations expressly communicated to manufacturers and suppliers, a circumstance that commercially and operationally justifies the limitation or exclusion of cancellations, deposit returns, automatic refunds and certain after-sales coverages once the corresponding manufacturing, allocation, acquisition or logistics management processes have begun.

20.4. The Client also acknowledges that after-sales solutions, replacements, parts substitutions, repairs, commercial coverage or compensation may depend on external factors beyond KAIOLAND's control, including actual availability of manufacturers, continuity of the studio, existence of molds, stock of parts, continuity of licenses, production capacity or maintenance of international commercial relationships with specialized suppliers, especially in collectible products, resin, PVC, polystone, limited editions or discontinued items.

20.5. If any clause of these terms and conditions is declared null, abusive, invalid, or unenforceable in whole or in part by any competent authority, this circumstance will not affect the validity of the remaining clauses, which will continue to be fully valid and enforceable to the fullest extent permitted by applicable law. In the event of a conflict between a contractual clause and an applicable mandatory rule, the latter will prevail only to the extent strictly necessary.

21. Specialized legal development and sectoral adaptation

These General Terms and Conditions of Contract have been developed, structured and reviewed during the year 2026 with legal assistance and taking as a main reference the current European regulations on consumer protection, electronic commerce, distance contracting, international sale of goods, international logistics and resolution of incidents arising from collectible products, limited manufacture and pre-sale or made-to-order production systems.

Furthermore, these terms and conditions have been drawn up following a thorough analysis of:

These clauses have been drafted with the aim of establishing a transparent, proportionate and adapted contractual framework to the real particularities of the international market for specialized collectables, taking into special consideration the limited, personalized, artisanal, fragile, discontinued and frequently irreplaceable nature of many of the products marketed.

The Client expressly acknowledges and accepts that the activity carried out by KAIOLAND does not correspond to a traditional retail system of standard products for immediate replacement, but rather to complex international operations linked to individualized reservations, limited productions, made-to-order manufacturing, specialized international logistics, restricted availability of parts and operational dependence on third-party manufacturers, studios and suppliers.

Consequently, certain limitations relating to cancellations, withdrawal, deadlines, replacements, availability of parts, compensation, logistical incidents, returns, after-sales coverage or partial refunds must be interpreted taking into account the specialized nature of the product purchased, the operational reality of the sector and the material possibilities actually existing at any given time.

KAIOLAND also declares that these General Conditions have been drafted seeking to comply, to the maximum extent reasonably possible, with the requirements of prior information, contractual transparency, good faith, proportionality and consumer protection required by applicable regulations, especially within the scope of the European Union, without prejudice to the operational particularities derived from the international activity carried out and the specific nature of the products marketed.