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This is a gacha item and is 100% non-refundable, as expressed in the store policy. The item was created by the store name listed in the title. Customer service for flaws with the physical item will need to be directed to the creator.
This item is sold as-is, in the original condition that it was obtained from the gacha machine in. 90% of gacha items are still in original packaging (or no packaging if they had none previously). Items that have been reboxed were not altered in any way. Reboxed items were merely tested, tried on, or viewed before being resold in the same new condition.
