Special Returns and Refunds Policy
Special Returns and Refunds Policy
Sales on our online store are based on the following return policy. Since the cooling-off period does not apply to mail order sales, returns are not accepted unless the product is defective.
As we do not accept product returns, please carefully check the contents of the final confirmation page before placing your order. Please make sure the quantity of your items is correct, and be aware of the customs duties and consumption tax that may be charged for orders over 10,000 yen. Please note that you are responsible for paying these additional fees and submitting the necessary documents to Japanese customs.
Returns and exchanges at your convenience
Returns and Exchanges
We do not accept returns of goods unless the goods are faulty. Sending back an item or refusing to accept it from the postman will not entitle you to a cancellation or refund of your order. We reserve the right to retain your payment if the item is returned to us without notice.
We cannot accept exchanges of products. Please make sure that the product you are ordering is correct. If you would like a different product than the one you ordered, please place a new order for the desired product. If you receive a different product than the one you ordered, please refer to the "Defective Products" section.
Cancelling an order
We do not offer returns or exchanges on products that have already been shipped, however we understand that mistakes can occur when placing an order. We ask you to double-check your details on the order confirmation page, but if you notice an error after placing your order, please contact us immediately by email. If your order has not yet been processed, you may be able to cancel it. However, this is not guaranteed, and we cannot guarantee that we will be able to honor your cancellation request. Although we will do our best, orders that have been processed and shipped cannot be cancelled, even if there was an error or the wrong product was selected. Orders are non-returnable after they have been shipped.
Additionally, due to customs reasons, we are unable to make changes to your order. As all documents related to the confirmation, processing and dispatch of your order must match, we are unable to change the customer information, shipping address or items you have ordered. If you would like different information or different items, please cancel and place a new order.
Returns in case of defective products
In the unlikely event that you receive a faulty item, we will do everything we can to help you resolve the issue as quickly as possible. Our customer service team will assess the situation and provide further guidance or clarification if necessary.
Pursuant to the Consumer Contract Act, you have the right to receive products that conform to the terms of the contract. If the product does not conform to the terms of the contract (damaged, incorrect, missing, etc.), we will endeavor to rectify the non-conformity. If a defect occurs, we need your contact, so please be sure to contact us when a defect occurs. Please note that Japanese customs stipulates that the deadline for applying for a refund of consumption tax and customs duties on imported goods is within six months of import. If you require a refund, we recommend that you contact us promptly after receiving the product so as not to exceed the deadline set by customs.
To make the process as smooth as possible, when contacting us by email please be specific about what is wrong with the product and attach photos if necessary. Please also include your order number to help speed up the process. If we find a problem we will issue a refund. We will cover the shipping costs if a return is required. Whether a return is necessary depends on the case, and you will receive more information on the return process when we handle your claim.
To avoid delays in claim processing and extra procedures at Japanese and Finnish customs, please contact us before returning any defective goods. In order to correctly process the claim requirements, we must first confirm the defect in the goods and determine the appropriate course of action for your situation. We will then send you specific instructions. Also, according to Japanese and Finnish customs regulations, the goods must be in the same condition as when you first received them. Do not use the goods if they are defective and keep all documents related to the order and shipment.
If you have any questions regarding defective products, returns, and refunds, please feel free to contact us.
