Return and Refund Policy
All items sold at our store are pre-owned (second-hand) products. In addition, all items are shipped from Japan to overseas destinations.
Our store accepts returns and refunds only when the following conditions are met. Some items may not be eligible for return, so if you wish to return an item, please be sure to contact us before sending the item back.
Deadline for Accepting Returns and Refunds
For any inquiries regarding returns or refunds, please contact us within 7 days from the date the item is delivered.
For requests made after 7 days have passed from the delivery of the item, we cannot, as a general rule, accept returns or refunds regardless of the reason.
If you wish to return an item, please be sure to contact us in advance through the inquiry form and receive confirmation as to whether the item is eligible for return. Please do not send the item back before receiving return instructions from our store.
Items Eligible for Return and Refund
For returnable items, we accept returns and refunds when the following conditions are met.
Unopened Items
Unopened items are eligible for return and refund only if they remain unopened and in the same condition as when they were delivered.
If the packaging, seal, shrink wrap, sticker, or any other condition used to confirm that the item is unopened has been altered, the item cannot be treated as an unopened item.
Opened Items
Opened items are also eligible for return and refund if it can be confirmed that the condition of the item itself, its accessories, packaging, and so on has not changed from its condition prior to shipping.
If use, damage, soiling, missing parts or accessories, significant damage to the packaging, or any other change in the condition of the item compared with its condition prior to shipping is confirmed, the item will not be eligible for return or refund.
Items Not Eligible for Return
Some items may not be accepted for return due to the nature or condition of the item or for other reasons.
For items that cannot be returned, we will, as a general rule, indicate this on the product page or elsewhere. If you are unsure whether an item can be returned, please be sure to contact us before sending it back.
Confirmation Prior to Return
If you wish to return an item, please be sure to contact us through the inquiry form before sending the item back.
We will check the order details, the condition of the item, the reason for the return, and so on, and will inform you whether the item is eligible for return as well as how to send it back.
For items sent back without prior confirmation, we may be unable to accept the return or issue a refund.
Shipping Costs for Returns and Refund Amounts
The shipping fee paid at the time of purchase is not included in the amount refunded when an item is returned.
The return shipping cost required to send the item back is to be borne by the customer.
If an item is sent back using cash on delivery or any other method that causes our store to bear the shipping cost, we will deduct an amount equivalent to the return shipping cost we paid from the refund amount.
Any customs duties, taxes, customs clearance fees, or other costs incurred when sending the item back are also, as a general rule, to be borne by the customer.
Inspection of Returned Items
After a returned item arrives at our store, we will compare the condition of the item recorded prior to shipping with the condition of the item sent back, and confirm whether the return conditions are met.
Our store records the condition of every item immediately before shipping by photograph and other means.
If any of the following conditions are confirmed for a returned item, no refund will be issued.
- When an item submitted for return as unopened has been opened
- When the condition of the item itself has changed from its condition prior to shipping
- When use, damage, soiling, or similar is confirmed
- When accessories, parts, manuals, boxes, or other components of the item are missing
- When there is damage or a significant change in condition that was not present prior to shipping
Handling of Items That Do Not Meet the Return Conditions
If an item sent back does not meet the return and refund conditions, no refund will be issued and the item will be temporarily held at our store.
If the item is to be sent back to the customer, the customer will be responsible for the shipping cost required for redelivery.
If, after we notify you that the return conditions have not been met, the procedures and payment of shipping costs required for redelivery are not completed within 10 days, the item may be disposed of by our store.
In such a case, no refund of the product price or any other amount will be issued.
Damage During Shipping
If an item arrives in a damaged condition, please contact us within 7 days from the date the item is delivered.
In addition, please report the damage to the local delivery carrier that delivered the item and obtain confirmation that the damage occurred during shipping.
If the delivery carrier confirms that the damage occurred during transit, we will review the situation and provide a return, refund, or other necessary response.
As these may be required for confirmation with the delivery carrier or for a damage investigation, please keep the following items and do not dispose of them until the procedures are completed.
- The item itself
- The outer box of the item
- The packing materials
- The shipping label
- Anything else that allows the condition of the item at the time of delivery to be confirmed
Please also prepare the following photographs.
- A photo showing the entire item
- A photo clearly showing the damaged area
- A photo showing the entire outer box
- If the outer box is damaged, a photo showing the damaged area
- A photo showing the condition of the packing materials
- A photo showing the shipping label
If the delivery carrier issues a reference number, case number, damage certificate, investigation results, or other supporting documents, please submit them to our store.
Please note that if the delivery carrier's procedures require an application or cooperation from our store as the sender, we will carry out the necessary procedures on our end.
If confirmation by the delivery carrier cannot be obtained, or if the condition at the time of delivery cannot be verified because the item, outer box, packing materials, or similar have been disposed of, we may be unable to accept a return or refund as damage during shipping.
About the Condition of Items
All items at our store are pre-owned.
Regarding the condition of an item, including scratches, stains, signs of use, deterioration over time, the presence or absence of accessories, and other aspects of its condition, please be sure to check the description and photographs posted on the product page before purchasing.
The photographs and description posted on the product page constitute the information regarding the condition of that item.
The following matters, when they can be confirmed from the photographs or description on the product page, will not be treated as a product defect or as a problem for which our store is responsible.
- Scratches
- Stains
- Signs of use
- Deterioration over time
- Individual differences in color or appearance
- The condition of the box and accessories
- Any other condition that can be confirmed on the product page
If an Item Different from the One Ordered Is Delivered
If the item actually delivered differs from the item you ordered, please contact us within 7 days from the date the item is delivered.
After confirming the order details and the item actually delivered, we will advise you on a return, refund, exchange, or other necessary response.
Customs Duties, Import Taxes, VAT, and Customs Clearance Fees
Customs duties, import taxes, value added tax (VAT), customs clearance fees, and other costs that you pay directly to your local customs office, the delivery carrier, or any other third party at the time of import are not amounts received by our store, and therefore cannot be refunded by us.
In connection with a return or refund, you may be able to obtain a refund of these taxes and costs. Regarding whether such a refund is possible and the procedures involved, please check directly with the customs office, delivery carrier, or other relevant authorities in your country or region.
How to Contact Us About Returns and Refunds
If you wish to request a return or refund, please be sure to contact us through the inquiry form before sending the item back.
When contacting us, please provide the following information.
- Order number
- The reason you are requesting a return or refund
- A photo showing the entire item
- Photos showing the current condition of the item and its packaging
- If there is damage, a photo clearly showing the affected area
- In the case of damage during shipping, photos of the outer box and packing materials
- If you have reported the matter to the delivery carrier, the details of the report and any reference number
After reviewing the information you provide, we will inform you whether the item is eligible for return as well as how to send it back.
Please do not send the item back before receiving instructions from our store on the return procedure.