Refund policy

Order Cancellations and Changes

Once we have completed arrangements to dispatch your product, any subsequent request will be handled as a return. If you wish to cancel, please contact us as soon as possible. If the order is treated as a return, the customer is responsible for round-trip shipping costs, including the actual outbound shipping cost and the return shipping cost.

Returns and Cancellations for the Customer’s Convenience

For returns, exchanges, or cancellations requested for reasons such as “the item looks different from what I expected,” “the size is not suitable,” or “the item cannot be brought into the premises,” 60% of the sales price will be refundable. The remaining 40% of the sales price will be retained as administration and refurbishment fees. Round-trip shipping costs will also be deducted separately.

Cases in Which Returns Cannot Be Accepted

We cannot accept a return or issue a refund for any reason if any of the following applies:

  • More than three days have passed since the product was delivered.
  • At the customer’s request, more than one week has passed between the order date and dispatch, meaning the eighth day or later including the order date.
  • The product was held for the customer for more than one week after purchase, meaning the eighth day or later including the order date.
  • The product page states that the item is non-returnable, including junk items and items made with shoji paper or Japanese washi paper.
  • The product has been scratched, soiled, or damaged due to the customer’s actions or responsibility.
  • The product is certified pre-owned or an outlet item.
  • We have another legitimate reason to determine that the product is not eligible for return.

Refund Method

After we receive and inspect the returned product, the refund will be transferred to the bank account you specify within one month.

Request Regarding In-Person Inspection and Delivery Access

We recommend inspecting the item in person. We strongly recommend inspecting products at our appointment-only showroom. Colours may appear different depending on your monitor, and the perceived texture may vary depending on lighting and personal perception.

Please check the delivery route yourself. To avoid a cancellation because the item cannot be brought into the premises, which incurs a cancellation fee of 40% of the sales price, please check the delivery route in advance. For large items, the most reliable method is to make a cardboard mock-up matching the product’s external dimensions and test whether it can pass through the actual delivery route, including the entrance, corridors, and lift. If you have any concerns about delivery access, please contact us before ordering.