Refund policy
At "Usukawaya," customers may return or exchange purchased items for personal reasons. Please submit your return/exchange request through the return/exchange application form and send the item back within 7 days of receiving it.
Defective Items: In the case of initial defects, we will respond with an exchange or repair.
Return Deadline: If you wish to return or exchange an item, please contact us within 7 days of receiving your order. Please note that after this deadline, we are unable to accept returns, whether due to a store error or customer preference. If you have any questions, please consult us before placing your order.
Return Shipping Costs: In the case of initial defects, we will cover the return shipping costs.
For returns/exchanges due to customer preference:
- Returns: Customer pays return shipping (prepaid)
- Exchanges: Customer pays return shipping + re-delivery shipping
Please note that some items may only be eligible for return rather than exchange.
For EU Customers (Right of Withdrawal)
If you are a resident of the European Union, you have the right to cancel or return your order within 14 days of receiving the last item, without giving any reason (including weekends and public holidays).
To initiate a return, please contact us at [contact email address]. Return shipping costs are the responsibility of the customer. Refunds will be processed promptly upon receipt of the returned items.
Unfulfilled items may be cancelled before they are shipped.
