General Terms and Conditions of Sale
1. Seller Identification and Scope
These General Terms and Conditions govern the purchase of products and services through www.kurogami.com, an online store owned by Universo Freak S.L., operating under the commercial name Kurogami.
The seller's identification details are:
- Legal company name: Universo Freak S.L.
- Spanish Tax Identification Number (NIF): B56438252.
- Registered address: Calle Serrano 11, Ground Floor, 03003 Alicante, Spain.
- Commercial Registry: Alicante, Volume 4609, Page 143, Registration A-187499.
- Email: info@kurogami.com.
- Telephone: +34 965 36 63 36.
These conditions apply to orders placed through the online store, as well as purchases arranged by email, telephone or other distance communication methods where these conditions have been expressly communicated and accepted.
Specific conditions applicable to certain promotions, products, reservations, services or events may supplement these General Terms and Conditions. In the event of a discrepancy, validly accepted specific conditions will prevail for the relevant transaction, provided that they comply with applicable legislation.
Purchases made in Kurogami's physical stores may be subject to separate commercial policies, without prejudice to applicable statutory rights.
2. Acceptance of Terms and Legal Capacity
Before confirming a purchase, customers must review their order details, product specifications, applicable charges and contractual conditions.
By placing an order, customers declare that they have the legal capacity to enter into a contract and that they have read, understood and accepted these Terms and Conditions.
Minors must obtain the involvement or authorisation of their legal representatives whenever required by applicable law.
Customers agree to provide accurate and up-to-date information, particularly regarding contact details, billing, payment and delivery.
Acceptance of these Terms and Conditions constitutes a commitment to fulfil the obligations arising from the purchase, especially those relating to payment, receipt of products and reasonable cooperation in processing the order.
These conditions are available for consultation, download and storage. Customers will receive electronic confirmation of their order containing the relevant information.
3. Products, Commercial Information and Availability
Kurogami sells products related to manga, anime, video games, pop culture, K-pop, trading card games, figures, merchandise, books, collectibles and other categories associated with its commercial activities.
Products may be identified as in stock, available for reservation, available for pre-order or obtainable through a special request to a distributor.
Each product page aims to describe the item's main characteristics, including, where applicable, its manufacturer, publisher, version, format, contents, language, dimensions, estimated release date and availability conditions.
Customers must carefully review this information before placing an order, especially when different versions, editions, languages or formats of the same product are available.
Product images are provided for illustrative purposes. Manufacturers may introduce minor changes to design, presentation or packaging, provided that the essential characteristics of the purchased product are respected.
Availability information displayed on the website is based on inventory records and information supplied by our distributors. Exceptional circumstances may result in stock discrepancies, synchronisation errors or supply changes.
If Kurogami cannot supply a purchased product, the customer will be informed and offered the legally appropriate solutions, including a refund where applicable.
Quantities of certain products may be limited. Adding a product to the shopping cart does not guarantee its availability until the order has been placed and the applicable payment conditions have been fulfilled.
4. Placing and Managing Orders
To make a purchase, customers must select the desired products, verify their specifications and quantities, provide the necessary information and complete the checkout procedure.
Before confirming an order, customers will be shown a summary of the products, prices, applicable taxes, shipping costs and total amount.
Electronic confirmation acknowledges receipt of the order and identifies the transaction through its reference number.
Kurogami may carry out reasonable checks to verify availability, payment and the information provided, without prejudice to the contractual obligations already undertaken.
Once an order has been confirmed, requests to modify products, quantities, versions, delivery addresses or shipping methods will be subject to operational feasibility and applicable statutory rights.
Where a customer-requested modification generates additional costs, these will be communicated in advance and must be expressly accepted.
Orders that have already been prepared or dispatched may not be eligible for certain operational changes.
Kurogami is not obliged to accept voluntary commercial changes that would unilaterally alter the terms of an already concluded purchase, without prejudice to statutory withdrawal and other applicable consumer rights.
5. Prices, Taxes and Promotions
All prices published on Kurogami.com are expressed in euros and include the VAT applicable under the standard Spanish tax regime, unless expressly stated otherwise.
Orders destined for the Canary Islands, Ceuta, Melilla and other territories with specific tax arrangements may be subject to different tax treatment in accordance with applicable legislation.
Prices displayed in the online store may differ from those offered in Kurogami's physical stores, at conventions, trade fairs, events and through other sales channels.
Kurogami may modify published prices and promotions at any time. Such changes will not affect previously confirmed orders, except where validly agreed by the parties or otherwise permitted by law.
Discounts, promotional codes and special offers are subject to their specific conditions, including validity periods, eligible products, minimum purchase amounts and possible incompatibilities.
Unless expressly stated otherwise, promotions cannot be combined or applied retrospectively to previous purchases.
If an obvious pricing or product information error is identified, Kurogami will contact the customer to explain the issue and offer the legally appropriate solutions. The price of a validly concluded contract will not be changed unilaterally.
The final purchase amount, including applicable taxes and additional charges that must be disclosed, will be displayed before order confirmation.
6. Payment Methods and Customer Obligations
Kurogami offers several payment methods. Availability may depend on the type of order, its amount, the products purchased and the delivery destination.
Bank transfer: Customers must transfer the amount using the details provided during checkout and correctly identify the payment with their order number. Payment will be considered received once the funds have been effectively credited to the relevant bank account.
Credit or debit card: Payments are processed through the secure Redsys payment gateway. Kurogami does not store customers' complete card details.
Bizum: Available when enabled during checkout. Payment confirmation may require additional verification.
PayPal: Payments are processed through PayPal and are subject to the provider's terms. Additional charges may only be applied where permitted by law and disclosed in advance.
PayPal Pay in 3: Available for eligible transactions under PayPal's requirements. Financing approval and conditions are determined by PayPal.
Cash on delivery: Available only for eligible orders and destinations where this option is enabled. Any handling charges will be displayed before purchase confirmation. This payment method is not available for pre-order products.
Sequra financing: Available for selected in-stock orders when enabled and approved by the provider. Financing is not available for pre-orders unless expressly stated otherwise.
Kurogami will not prepare or dispatch orders until the required payment has been received and confirmed.
For standard orders awaiting payment, customers generally have 72 hours from order placement to complete payment, unless a different deadline has been expressly communicated.
If payment is not received within that period, Kurogami may cancel the order and release any temporarily allocated stock.
Pre-order products are subject to their specific payment conditions and deadlines.
In the event of rejected payments, fraudulent transactions or objective indications of unauthorised payment methods, Kurogami may carry out reasonable checks and take proportionate measures permitted by law.
7. Order Preparation, Shipping and Delivery
Orders containing only in-stock products, with payment confirmed, will generally be prepared within an estimated period of 24 to 48 business hours.
This period refers to order preparation and does not necessarily include transit time.
Delivery times depend on the destination, shipping method, carrier and characteristics of the purchased products.
Unless otherwise agreed, Kurogami will comply with the applicable statutory delivery period. If delivery cannot be completed within the required timeframe, customers will be informed and their applicable delivery, termination and refund rights will be respected.
Orders Containing Both In-Stock and Pre-Order Products
When an order contains both in-stock products and pre-order items, it will generally be processed as a single shipment.
The order will be prepared once all products are available and the required amount has been paid in full.
The earlier availability of certain products does not oblige Kurogami to provide additional shipments free of charge.
Customers wishing to receive products separately must place independent orders or enquire in advance about arranging an additional shipment, which may involve separate shipping charges.
Delivery Details and Recipient Responsibilities
Customers must provide a complete, accurate and accessible delivery address, together with the contact details necessary to arrange delivery.
If an error is identified, customers should notify Kurogami as soon as possible so that corrections can be attempted before dispatch.
Changes requested after dispatch will depend on the carrier's operational capabilities.
Additional costs effectively incurred due to errors attributable to the customer may be charged where legally recoverable and duly justified.
Failed Deliveries, Refused Shipments and Uncollected Parcels
Customers must reasonably cooperate to facilitate delivery and respond to necessary communications from the carrier.
Incorrect addresses, repeated absence, unjustified refusal or failure to collect a parcel may result in additional transport, return or reshipping costs.
Kurogami may request payment of actual, documented and legally recoverable costs before arranging another shipment.
Failure to collect a parcel does not, by itself, constitute valid notification of withdrawal from the purchase.
If a parcel is returned to our facilities, Kurogami will contact the customer to consider a new delivery or the appropriate contractual solution.
Where a contractual breach is attributable to the customer, Kurogami may exercise its legally available rights without imposing automatic or disproportionate penalties.
Transfer of Risk
The risk of loss or damage to products passes to the consumer in accordance with applicable legislation.
Where Kurogami arranges transportation, handing the parcel to the carrier does not, by itself, transfer that risk to the consumer.
8. International Shipping, Customs Duties and Taxes
Shipments to the Canary Islands, Ceuta, Melilla and certain international destinations may be subject to local taxes, customs clearance fees and other charges imposed by the destination country's authorities.
Unless expressly stated otherwise, these amounts are not included in the purchase price and must be paid by the recipient.
Customers must provide any information required for import procedures where legally necessary.
Delays caused by customs inspections, import controls or administrative procedures may affect delivery times.
If a shipment is refused because the recipient has not paid customs charges for which they are legally responsible, the financial consequences will be determined in accordance with applicable law and any duly documented costs.
Kurogami will provide the pre-contractual information regarding charges and conditions required by law.
9. Order Receipt, Inspection and Issues
We recommend checking the external condition of the parcel and reviewing its contents as soon as possible after delivery.
If damage, incorrect products, missing items or other issues are identified, customers are encouraged to contact info@kurogami.com, preferably within the first 48 hours after receipt.
This is a recommended timeframe intended to facilitate investigations with shipping carriers. It does not restrict statutory consumer rights.
To speed up the process, Kurogami may request reasonable information about the order, photographs of the affected products and, where useful, images of the external packaging and internal protective materials.
We recommend temporarily retaining the packaging until the order has been checked.
Condition of Boxes and Packaging
Collectible products may include boxes, blister packaging, wrappers and other presentation materials that can display minor variations resulting from manufacturing, handling or transportation.
A minor cosmetic imperfection does not automatically constitute a lack of conformity. Each case will be assessed according to the product description, agreed characteristics and significance of the damage.
Where packaging condition forms part of the essential advertised or agreed characteristics, it will be considered during the assessment.
Statutory warranty and complaint rights are not conditional upon compliance with the recommended 48-hour notification period.
10. Loyalty Points Programme
Kurogami operates a loyalty programme through which customers may earn and redeem points in accordance with the programme's specific conditions.
Currently, customers may redeem up to 1,000 points, equivalent to €50, per order, provided that the applicable requirements are met.
Points do not have a standard expiry date, except where programme changes are communicated and implemented in accordance with applicable law.
Points earned through transactions that are subsequently cancelled, refunded or reversed may be adjusted to prevent rewards from being retained for purchases that were ultimately not completed.
Points redeemed on orders affected by returns will be handled according to the programme's conditions, while respecting the consumer's statutory financial rights.
Kurogami may take proportionate measures against proven attempts to manipulate or fraudulently exploit the programme.
Further information is available on our loyalty points programme page.
11. Right of Withdrawal and Returns
Under Spanish consumer protection legislation, customers who qualify as consumers generally have 14 calendar days from receipt of the products to exercise their statutory right of withdrawal from distance purchases.
Consumers may exercise this right without providing a reason, unless the transaction falls within a statutory exception.
Notification of Withdrawal
To exercise the right of withdrawal, customers must communicate their decision through an unequivocal statement sent to info@kurogami.com, identifying the order and affected products.
Customers may also use the statutory model withdrawal form, although its use is not mandatory.
After communicating withdrawal, customers must return the products within the applicable statutory period.
Condition of Returned Products
Consumers may examine products to the extent necessary to establish their nature, characteristics and functioning.
Where products have been handled beyond what is necessary for that purpose, consumers may be liable for the resulting reduction in value.
Any reduction in value will be assessed individually, considering the item's actual condition, nature, characteristics and demonstrable loss of value.
For collectibles, figures, albums, trading cards and similar products, alterations to seals, boxes, accessories or presentation may be relevant when assessing a legally applicable reduction in value.
We recommend returning products with all components, accessories and original packaging to facilitate identification, protection and inspection.
Missing or altered packaging does not, by itself, automatically remove the right of withdrawal, without prejudice to the legal consequences of any reduction in value.
Return Shipping Costs and Procedure
For voluntary withdrawals, direct return shipping costs will be borne by the consumer where this has been disclosed in advance and is permitted by law.
Customers must use a shipping method suitable for protecting the products during their return.
Kurogami will refund the amounts legally due, including standard delivery charges where applicable, within the deadlines established by law.
Refunds will be issued through the original payment method unless expressly agreed otherwise, provided that no additional costs are imposed on the consumer.
Where legally permitted, Kurogami may withhold the refund until the products have been received or sufficient evidence of their return has been provided.
Statutory Exceptions to Withdrawal
The right of withdrawal does not apply in cases expressly provided for by law, including:
- Products made to the consumer's individual specifications or clearly personalised.
- Sealed products that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
- Sealed audio or video recordings and computer software that have been unsealed after delivery.
- Other products and services covered by statutory exceptions.
Random-content products, such as trading card booster packs, blind boxes and similar items, are subject to the applicable legal rules on withdrawal, exceptions and reduction in value.
Simply opening a random-content product does not automatically create a statutory exception to the right of withdrawal.
Returns of Pre-Order Products
Products identified as PRE-ORDER are requested from distributors based on purchase commitments previously made by customers.
For this reason, Kurogami does not offer voluntary cancellations or returns beyond those required by applicable law for these products.
The fact that an item has been reserved or specifically requested from a distributor does not, by itself, exclude the statutory right of withdrawal.
Where a product falls within a statutory exception, that exception will apply in accordance with the requirements established by law.
Claims involving defective, incorrect or non-conforming products will be handled in accordance with applicable legislation, regardless of the purchasing method.
12. Reservations and Pre-Orders
Nature of Pre-Orders
Products identified as RESERVATION or PRE-ORDER are items that are not yet available for immediate delivery or whose commercial release is scheduled for a future date.
Pre-orders are managed through requests to manufacturers and distributors based on orders confirmed by customers.
Placing a pre-order constitutes a purchase commitment and may create commercial obligations and procurement costs for Kurogami.
Customers must carefully check the product reference, version, edition, contents, language, price and estimated release date before confirming their pre-order.
Mandatory Initial Payment of 15%
To confirm a pre-order, customers must initially pay 15% of the total price of the reserved product.
During the initial stage, the checkout system will allow payment of this deposit only, leaving the remaining 85% outstanding.
The deposit forms part of the total price and will be fully deducted from the final amount. It is not an additional charge.
A pre-order will not be considered confirmed until Kurogami has received the required initial payment.
Customers wishing to pay 100% of their pre-order in advance may request this by emailing info@kurogami.com and providing their order number.
Activation of the Remaining Payment
When the distributor confirms that the reserved product is on its way to our warehouse, Kurogami will notify the customer by email.
At that point, payment of the outstanding balance will be enabled, normally corresponding to the remaining 85%, unless additional payments have already been made.
Customers may complete payment by logging into their account on Kurogami.com, opening the "My Purchases" section and selecting the relevant order.
The remaining balance will not become payable before Kurogami enables payment in accordance with this procedure.
Warehouse Arrival and Final Payment Deadline
Once all reserved products included in an order have arrived at our warehouse, Kurogami will check whether the full amount has been paid.
If an outstanding balance remains, the customer will be notified and asked to complete payment before dispatch.
The standard deadline for completing the remaining payment is 30 calendar days from the arrival of all products in the order at our warehouse.
During this period, Kurogami may send several payment reminders and notifications to the email address provided by the customer.
Customers must keep their contact information up to date and review communications relating to their orders.
If payment remains outstanding after the standard deadline, Kurogami may issue a final payment notice, granting an additional period of 7 calendar days from receipt of that notice.
Granting this additional period does not constitute a waiver of the customer's payment obligations.
If payment remains outstanding after the final notice expires, Kurogami may terminate the order due to non-payment in accordance with applicable legislation.
Amounts previously paid will be settled according to the legally enforceable rights and obligations of the parties. The initial 15% deposit does not automatically constitute a fixed penalty or result in its complete forfeiture.
Once full payment has been received and all products are available, the order will proceed to preparation and dispatch.
Voluntary Pre-Order Cancellations
Pre-order products are specifically sourced to fulfil orders confirmed by customers.
For this reason, Kurogami does not accept voluntary pre-order cancellations as a general commercial policy, except where expressly authorised by the company or where a statutory right of withdrawal, cancellation or contractual termination applies.
Exceptional cancellation requests may be assessed individually, taking into account the circumstances of the order, its processing status and any procurement commitments undertaken.
Acceptance of an exceptional commercial cancellation does not create an obligation to accept equivalent requests in future transactions.
Any special arrangement must respect the consumer's mandatory statutory rights.
Estimated Release Dates and Delays
Release and arrival dates displayed on product pages are based on information provided by manufacturers and distributors.
Unless a guaranteed delivery date is expressly stated, these dates are estimates.
Manufacturers may change production schedules, postpone releases, reduce allocations or cancel products.
Kurogami will communicate significant changes once confirmed information becomes available.
As an additional commercial condition, if a reserved product is delayed by more than 6 months beyond the originally communicated estimated date, the customer may request cancellation of the pre-order.
In such cases, Kurogami may offer a refund in the form of customer wallet credit as a voluntary alternative where a refund through another payment method is legally required.
This additional six-month commercial policy does not restrict statutory consumer rights arising from failure to deliver.
Manufacturer Cancellations and Supply Failure
If a manufacturer or distributor permanently cancels a product, reduces allocated quantities or makes supply impossible, Kurogami will inform the affected customer.
Where an order cannot be fulfilled, the legally appropriate solutions will be offered, including a refund where applicable.
Special-Order Products
Products identified as SPECIAL ORDER or ORDER ON REQUEST may require a specific request to our distributors.
Where these products are sold through the pre-order system, the corresponding conditions regarding the 15% deposit, activation of the remaining payment and supply will apply, provided that these conditions were communicated before order confirmation.
13. Manga, Comics and Books
Certain manga, comics and books may be requested from distributors when they are not immediately available.
The estimated supply period is 7 to 15 business days, subject to distributor availability.
Supply periods remain subject to statutory consumer delivery rights.
Back-catalogue items may display minor cosmetic signs resulting from storage or handling.
These circumstances will be assessed according to the advertised condition and whether a lack of conformity exists.
Requesting a standard manga volume, comic or book from a distributor does not, by itself, remove the statutory right of withdrawal.
14. Tournament, Activity and Event Registrations
Kurogami may sell registrations, reserved places and participation tickets for tournaments, product launches, activities and other events organised at its premises.
Purchasing a registration reserves a place under the specific conditions stated for the activity, provided that all participation requirements are met.
Where an event requires additional registration through an official platform, organiser application or game registration system, the customer must also complete that procedure within the established deadlines.
Purchasing an event registration through Kurogami does not automatically replace any official registration required by the game's organiser.
Specific event conditions may establish schedules, participation requirements, necessary materials, game formats, capacity limits and organisational rules.
Where the event constitutes a leisure service scheduled for a specific date or period, the statutory exception to the right of withdrawal applicable to such services may apply.
If Kurogami cancels an event, the legally appropriate solutions and refunds will be offered.
15. Statutory Warranty and Defective Products
All products sold by Kurogami are covered by the applicable statutory warranties.
For new goods purchased by consumers, Kurogami will generally be responsible for any lack of conformity that becomes apparent within 3 years of delivery, without prejudice to specific statutory exceptions and regimes.
Where a product lacks conformity, consumers may request the remedies established by law, including repair or replacement and, where applicable, a price reduction or termination of the contract.
Remedies will be provided free of charge under the conditions established by applicable legislation.
To report an issue, customers may contact info@kurogami.com, identifying the order and describing the problem.
Kurogami may request reasonable and proportionate information to identify the product and assess the reported issue.
Any commercial warranties offered by manufacturers or distributors are additional and do not replace statutory warranty rights.
16. Fraud Prevention and Misuse
Kurogami may carry out reasonable checks where objective indications of fraud, unauthorised payment methods, false contractual information or serious breaches exist.
Where necessary, Kurogami may request additional proportionate information to verify a transaction, in compliance with data protection legislation.
Kurogami may take proportionate measures against fraudulent conduct or serious or repeated contractual breaches, including refusing future transactions where objective, legitimate and legally permissible grounds exist.
The legitimate exercise of withdrawal, warranty or complaint rights will not, by itself, be considered abusive conduct.
17. Liability and Force Majeure
Kurogami will not be responsible for damage resulting from improper, negligent or unauthorised use of products, to the extent permitted by applicable legislation.
Commercial information is prepared with the aim of accurately reflecting product characteristics, without prejudice to possible changes communicated by manufacturers.
Where force majeure circumstances affect supply or delivery, Kurogami will inform the customer whenever reasonably possible and offer the legally appropriate solutions.
Nothing in these Terms and Conditions limits or excludes consumers' mandatory statutory rights.
18. Customer Service, Complaints and Applicable Law
For questions, issues or complaints relating to a purchase, customers may contact Kurogami through:
- Email: info@kurogami.com.
- Telephone: +34 965 36 63 36.
- Address: Calle Serrano 11, Ground Floor, 03003 Alicante, Spain.
Kurogami will seek to resolve complaints amicably and within the deadlines established by applicable legislation.
Consumers may contact the relevant public consumer protection authorities and, where applicable, alternative dispute resolution bodies.
These Terms and Conditions are governed by Spanish law, without prejudice to any mandatory consumer protection provisions that may apply.
Jurisdiction over disputes will be determined in accordance with applicable legislation, respecting the courts and legal protections available to consumers.
Kurogami may amend these conditions to reflect legislative changes, service improvements or modifications to its commercial operations.
Updated conditions will apply to purchases made after they enter into force and will not unilaterally modify the rights and obligations associated with previous orders.
