Refund, Return & Exchange Policy

REFUND, RETURN & EXCHANGE POLICY

For International Direct-to-Consumer Shipments

IMPORTANT NOTICE: Please read this Policy carefully before completing your purchase. By placing an order, you confirm that you have read, understood, and agreed to all terms set forth herein. This Policy is legally binding and governs any dispute arising from your purchase.

Article 1 — Customer-Initiated Cancellations, Returns & Refunds

Due to the nature of international direct shipments, we do not accept any cancellations, modifications, refunds, or returns based on customer preference or circumstances once an order has been placed.

The following situations are classified as customer-initiated and are therefore ineligible for return, refund, or exchange:

  • The product does not match the customer's expectations (including but not limited to color, texture, material, or shape)
  • The product does not fit or the wrong size was selected
  • The order was placed in error (incorrect product, quantity, delivery address, etc.)
  • The product is no longer needed or wanted
  • Discrepancy between in-store appearance and home appearance (lighting, display environment, etc.)
  • Refusal to pay customs duties or import taxes
  • Return or cancellation requested due to delivery delay
  • Refusal to accept delivery

Article 2 — Damage or Soiling of Outer Packaging

Given the nature of international logistics, we do not accept returns, refunds, or exchanges based solely on damage or soiling of the outer shipping packaging.

2.1 Non-Eligible Conditions

The following conditions are not grounds for return, refund, or exchange:

  • Dents, scratches, or scuffs on the outer shipping carton caused during transit
  • Tears or staining of packing materials
  • Peeled labels or adhesive tape residue
  • Minor crushing, surface dirt, or deformation of outer packaging

2.2 Inherent Risks of International Shipping

International shipping involves inherent risks that are outside our control, including:

  • Pressure and vibration during long-distance transport
  • Customs inspection — packages may be opened and re-sealed by customs authorities
  • Damage to outer packaging caused by climate or humidity

2.3 Procedure for Shipping Damage Claims

Upon receipt of your order, please inspect the package immediately.

If visible damage, moisture, or deformation is evident at the time of delivery:

  • Where possible, notify the delivery carrier (e.g., DHL) at the point of receipt.

If damage or a shipping-related issue is discovered after receipt:

  • Contact your local delivery carrier (DHL) directly AND notify us within three (3) days of receipt.
  • Provide photographic evidence of the condition of: (a) the outer shipping carton, (b) inner packing materials, and (c) the product itself.
  • Retain the outer carton, inner packaging, and the product until the claim is resolved.

Failure to notify us and submit the required documentation within the prescribed deadline, or failure to preserve evidence, shall release us from all liability for compensation.

We shall bear no liability for damages exceeding the carrier's compensation coverage. We further disclaim all liability for delays or damages arising from customs duties, customs inspections, natural disasters, strikes, or any other cause beyond our reasonable control.

Article 3 — Eligible Returns, Refunds & Exchanges (Our Fault Only)

We will accept returns, issue refunds, or arrange exchanges only in the following cases where the fault is solely attributable to us:

  • Manufacturing defect or product fault present at the time of delivery (product defect)
  • Incorrect product shipped (wrong item dispatched by our store)

To be eligible, customers must contact us within seven (7) days of the product's arrival at the delivery address.

Please note that we reserve the final right of determination as to whether a product qualifies as defective. Claims not meeting our assessment criteria shall not be eligible for return, refund, or exchange.

Article 4 — Return Procedure

To initiate a return or exchange, please contact us and provide all of the following information:

  • Order number
  • Product name
  • Description of the defect or issue
  • Photographs of the product clearly showing the defect or issue

Upon receipt and review of your claim, we will provide instructions for the return procedure.

Article 5 — Return Shipping Costs

Shipping costs for approved returns shall be borne as follows:

  • Manufacturing defect / Incorrect item shipped: Shipping costs borne by us

Article 6 — Refund Process

Refunds will be processed after the returned product has been received at our premises and its condition has been verified.

The method of refund will be communicated to you separately upon approval.

Please note that the following costs are generally not included in the refund amount:

  • International shipping and handling fees
  • Customs duties, VAT, and import consumption tax
  • Customs clearance fees
  • Payment processing fees

Article 7 — Customs Duties & Import Taxes

All costs incurred in connection with the importation of goods into the destination country, including the following, are the sole responsibility of the customer:

  • Customs duties
  • Value-Added Tax (VAT)
  • Import consumption tax
  • Customs clearance fees

We have no authority over the tax and duty regulations of any foreign country, and these fees are non-refundable.

Article 8 — Important Notices Regarding International Shipping

  • Customs clearance delays, confiscation of goods, or requests for additional documentation may occur and are outside our control.
  • Delivery delays are not our responsibility.
  • Compliance with import regulations applicable in the destination country is solely the customer's responsibility.

Article 9 — Customs Refusal & Refusal of Delivery ⚠ IMPORTANT

In the following circumstances, the product may be returned to us:

  • Non-payment of customs duties
  • Rejection by customs authorities
  • Customer's refusal to accept delivery
  • Extended absence or expiry of storage period at the carrier's depot

All costs arising from such circumstances, including the following, shall be borne in full by the customer:

  • Round-trip international shipping costs
  • Customs and clearance fees
  • Return handling fees

Article 10 — Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of Japan.

Any dispute arising out of or in connection with this Policy or the services provided hereunder shall, to the extent permitted by applicable law, be subject to the exclusive jurisdiction of the court having jurisdiction over the location of our registered head office.

Article 11 — Language

This Policy is prepared in both Japanese and English. The Japanese version shall constitute the original and authoritative text. In the event of any inconsistency or conflict between the Japanese version and any translation, the Japanese version shall prevail.

REFUND, RETURN & EXCHANGE POLICY

Floor Models & Outlet Items

Article 1 — Scope of Application

This Policy applies to all "floor model" and "outlet" items sold at our store (collectively, the "Covered Products").

Article 2 — Nature of Covered Products

Covered Products have the following characteristics:

  • They may exhibit scratches, soiling, or signs of use resulting from in-store display, prior use, or extended storage.
  • The outer packaging box may be damaged or accessories may be missing.
  • They are sold at a special discounted price, different from standard retail items.

Article 3 — Sold "As Is"

All Covered Products are sold on an "as-is" basis. We make no representations or warranties of any kind, whether express or implied, regarding the quality, performance, or condition of any Covered Product, including any defects therein.

By completing a purchase, the customer acknowledges and accepts the as-is condition of the product.

Article 4 — No Returns, Refunds, or Exchanges — General Rule

Due to the special-price nature of Covered Products, no returns, exchanges, or refunds will be accepted under any circumstances in the following situations:

4.1 Customer-Initiated Reasons

  • The product does not meet the customer's expectations
  • Error in size, specification, or color selection
  • Ordering error or duplicate order
  • The product is no longer needed

4.2 Product Condition

  • Scratches, soiling, scuffs, dents, or fading
  • Signs of use or age-related deterioration
  • Wear from display (e.g., sun discoloration)
  • Odors (storage odors, display environment, etc.)

4.3 Accessories & Outer Packaging

  • Damage, soiling, or absence of outer packaging box
  • Missing instruction manuals, warranty cards, or parts
  • Simple or substitute packaging materials

4.4 Post-Purchase Changes or Use

  • Defects or damage occurring after purchase
  • Alterations, repairs, or modifications made by the customer
  • Deterioration resulting from misuse or improper storage

4.5 Insufficient Pre-Purchase Inspection

  • Failure to review the product description or listed photographs
  • Failure to inspect the product in-store or to request prior confirmation
  • Subjective disagreement regarding the described condition