Refund policy

Return Request Period

You may request a return within 14 days of receiving your item.

Conditions for Return

Items must be in the same condition as when received—unused and in their original packaging. Please note that we cannot accept items returned before your return request has been approved. Once your return is approved, we will provide you with specific instructions on how and where to send your package.

Damaged or Incorrect Items

If the item you received is defective, damaged, or incorrect, please contact us immediately upon arrival. We will issue a full refund, and we will cover the return shipping costs (we will provide individual instructions regarding the shipping method).

Returns Due to Customer Preference

If you wish to return an item due to personal preference, 70% of the purchase price will be refunded (the remaining 30% is deducted to cover administrative costs and professional maintenance for the lacquerware). You are responsible for the return shipping costs to Tokyo, Japan, and the item must be sent via a trackable shipping method.

Exceptions / Non-Returnable Items

Customized products (special orders) are non-returnable.

Exchanges

Please return your item for a refund, and then place a new order for the desired item.

Cooling-Off Period for EU Customers

Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, the item must be in the same condition as when received—unused and in its original packaging. Proof of purchase is required.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund is approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 16 business days have passed since we approved your return and you have not received your refund, please contact us at mail@suganokaori.com.