Refund policy

Table of Contents

  1. Returns & Exchanges
  2. Refund Policy
  3. Order Cancellations
  4. Contact Information

1. Returns & Exchanges

Return Policy

We accept returns and refunds only for defective items. Returns for customer convenience (e.g., change of mind) are not accepted.

To request a return, please contact us within 14 days of delivery. Requests made after this period will not be accepted.

Return Conditions

To be eligible for a return:

  • The item must be in the same condition as when received (unused, with tags, and in its original packaging).
  • A receipt or proof of purchase is required.

⚠️ Important:

  • Items returned without prior approval will not be accepted.
  • Customer-initiated returns and exchanges are NOT accepted.

Exchanges Due to Our Error (Defective or Incorrect Items)

If you receive a defective or incorrect item, please contact us within 14 days of delivery with a photo showing the issue.

    🌏 For International Customers:

    • No need to return the item to Japan.
    • Once we verify the defect, we will immediately send a new item free of charge.

    🇯🇵 For Domestic (Japan) Customers:

    • After contacting us, please ship the item to our designated address within 14 days via COD (Cash on Delivery). we will cover the return shipping costs.
    • If we do not receive the item within this period, we cannot process an exchange.
    • Once the item is inspected, we will promptly send a replacement at no cost.

    ⚠️ Important Notice Regarding Urushi Products:

    If you receive a leaking urushi lacquer product, DO NOT touch the lacquer directly, as it may cause skin irritation or allergic reactions. Please handle with caution and contact us immediately.

    Return Process & Deadlines

    🌏 For International Customers:

    • No need to return the item to Japan, as international return shipping costs often exceed the product price.
    • Please send clear photos showing the defect for verification.
    • Once we confirm the defect, we will immediately send a replacement item free of charge.

    🇯🇵 For Domestic (Japan) Customers:

    • After contacting us, we will provide instructions on where to send the package.
    • Please ship the item to our designated address within 14 days via COD (Cash on Delivery) (we will cover the return shipping costs). Returned items help us investigate the issue and prevent similar defects from occurring in the future.
    • If we do not receive the item within this period, we cannot process a return or exchange.

    How Returns & Exchanges Work

    If your return or exchange is accepted, we will provide:

    🌏 For International Customers: 
    A replacement will be shipped after verification via photos.

    🇯🇵 For Japan Customers: 
    Instructions on where to send the package.
    Once the item is received (for Japan customers), we will inspect its condition before processing an exchange or refund.

     

    2. Refund Policy

    Refund Eligibility

    • Full refunds are available only for orders canceled before shipping.
    • Once an order has been shipped, shipping fees cannot be refunded.

    Refund Process

    • Refunds will be processed to the original payment method.
    • Processing time varies by bank or credit card provider and may take several days.
    • If the returned item is in good condition, we will issue a partial refund, deducting:
      • Original shipping fees.
      • Return shipping fees and related taxes.
    • If the returned item is lost or arrives damaged, we cannot issue a refund.

    Lost or Undelivered Packages

    • We are not responsible for any loss or theft after the shipping company marks the package as delivered.
    • If a package is lost or stolen after delivery, we cannot refund or resend the merchandise.
    • If a package is returned to the sender due to the consignee failing to complete necessary import procedures (e.g., FedEx or customs requirements, TSCA form, invoice, or other additional documentation requests), we will not issue a refund. The customer must place a new order and complete the payment again if they wish to receive the item.


    3. Order Cancellations

    Before Shipping Preparation Starts

    • Cancellations are free of charge.

    After Shipping Preparation Has Started / After Shipping

    • Cancellations are no longer possible.
    • Once shipping preparation has started, orders cannot be changed or canceled.
    • Even if a tracking number has not been provided, the packing process may already be underway, making cancellation impossible.
    • Shipping is handled manually. If we receive your request before packing begins, we may be able to cancel. However, once packing has started, cancellation is not possible.
    • To increase the chances of cancellation, please contact us as soon as possible.

    Shipping Timeframes

    • Please refer to our [Shipping Policy].
    • Processing time varies by product and season, so a fixed cancellation window cannot be guaranteed.


    4. Contact Information

    For any inquiries regarding returns, exchanges, refunds, or cancellations, please contact us at:

    📧 Email: info@kintsugi-girl.com