Cancellations and Returns


Customer Satisfaction

We strive to provide excellent customer service and ensure a smooth shopping experience. If you are unsatisfied with your purchase, we will work to resolve the situation promptly and positively.

 

Refunds and Fees

Refund Fee

  • A 5% refund fee applies for cancellations or returns due to buyer circumstances made after 6 hours of placing the order.
  • This fee covers payment provider charges, as settlement fees are not refunded to us* (More information below)

Restocking Fee

  • A 15% restocking fee applies for cancellations or modifications made after 6 hours of order placement.
  • Shipping charges are non-refundable once the item is shipped.
  • Buyers are responsible for the cost of returning the item.

Pre-Order Cancellations

  • Canceling pre-ordered items after they’ve been reserved incurs a fee.
  • If the item is out of stock, only the refund fee applies.
  • Refunds for payments older than 120 days must be issued as Heaven’s Points or discount coupons.

Currency Exchange

  • We processes all orders in Japanese Yen.
  • Refund amounts may differ due to changes in exchange rates.

 

Return Policy

General Conditions

  • Returns or exchanges are not accepted for buyer circumstances.
  • Compensation for damage or loss is limited to the shipping insurance coverage.
  • No compensation is provided for uninsured or untracked Airmail shipments.

Return Conditions

  1. Items must be in brand-new condition with all original packaging and documentation.
  2. Returns are not accepted for damaged, scratched, defaced or missing items.
  3. Returns must be made within 14 days of receiving the item.
  4. Shipping, handling, and insurance charges are non-refundable, and buyers bear the return shipping costs.
  5. Items must be insured and shipped with a signature-required service.

 

Special Service: "SNIPE"

  • Items ordered via "SNIPE" service cannot be canceled or returned after payment.
  • Exceptions:
    1. The item was sold before we could place the order.
    2. Significant discrepancies were found during our inspection.

 

Handling Issues

Upon Receiving Your Order

  • Inspect items for scratches or damage immediately upon receipt. If you happen to find any issues with the product, you'll need to contact us immediately with photos (learn more)
  • Damage during use is the buyer’s responsibility and is not eligible for refunds or replacements.

Manufacturer's Warranty

  • Repairs or replacements are available under the manufacturer’s warranty if used in Japan. Contact us for overseas assistance. Warranty cards are kept by us.

 

* A Note on Our Payment Process

How it Works

  1. You place an order and make payment.
  2. The payment amount is authorized (but not received by us yet).
  3. We secure your items.
  4. Payment is captured, and funds are received.

Why Refund Fees Are Necessary

  • Payment providers no longer refund service fees for canceled orders.
  • We deduct these fees from refunds to cover this cost.

Refund Scenarios

  1. Before Payment Capture: No refund is issued since no funds were received.
  2. After Payment Capture: Refunds are issued, but the time to appear varies. Contact your payment provider for details.

 

For questions, please contact us before placing your order. We appreciate your understanding!