We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. If products have been used/are deemed to be used (or product tag has been cut), we will not accept return/exchange.
To complete your return, we require receipt or proof of purchase.

We’re not be able to accept free returns/exchange for buyer’s reasons. So, please choose carefully.
You’ll be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive refund, the cost of return shipping will be deducted from your refund. 

If you receive damaged or defective items, please provide the photographic evidence along with detailed explanation about damage within 3 days of receipt so that we can claim the damaged package to the courier company to refund for the item.

If you wish to exchange your item, you may need to pay an additional shipping cost to send your new product out.
Import duties, taxes and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility.
Please check with your country’s customs office to determine what these additional costs will be prior to buying.

 

Shipping

To return your product, you should mail your product to: O.T.M Bldg. 4F, 1-13-44 Kamihigashi, Hirano-ku, Osaka 547-0002 Japan. 
If return items are damaged during transit back to us, we will not accept responsibility for any damage caused. If your item is fragile, please take ensure that it is sufficiently protected in order to avoid damage.

 If the given address is incomplete or incorrect and the goods got lost or returns to us, we will not accept responsibility for it. So, please make sure to have the correct name and address.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mail@tsutawa-japanproducts.com.