We accept exchanges or cancellations within 14 days after you have received the product.
Exchanges or Cancellations Made by the Customer
- If the item hasn't been used or opened: 100% of the product price (tax included) will be refunded.
- If the item has been opened: 70% of the product price (tax included) will be refunded if the original packaging has been opened.
- If the item has been used: We will inform you after checking the condition of the item. We may not accept your exchange or return request depending on the nature and the condition of the item.
In the event that the S Points used to pay for an item before the expiration date, the amount used will be returned to the customer's account. However, if the S Points have expired, we can't return expired points as a general rule. Shipping fees are also not refundable.
Conditions for items that will NOT be accepted for exchanges, returns, or cancellations
- 15 days have passed after you received the product
- Made-to-order, special-ordered, or back-ordered products
- The original packaging or included accessories are not included
- The product or packaging has been soiled or damaged
- When the product has been deemed not a defect but a specification
- The product has been altered
- The product has been opened and is a consumable or wearable item
- Software products that have been opened
- Downloadable products
- Defective parts for large items
Exchanges or Returns due to Defects
- 100% of the product price (tax included) and shipping fee will be refunded or exchanged with the same product.
- If we are unable to make an even exchange with an outlet item, 100% of the product price will be refunded.
- In the case that the exchanges or returns have been judged as intentionally returned/exchanged repeatedly by our company, we may authorize a restriction on your account.
- Exchanges or returns requests made after the 14 day exchange window has passed will not be accepted. If there is a problem or a defect in the product, the manufacturer's warranty policy may still be applied.
- If an item has been returned, the S Points earned at the time of purchase will no longer be valid. Therefore, if the S Points earned on the returned product have already been used for another purchase, the same amount will be deducted from either the S Points in your account or the price of the product that will be refunded.
How to Return
- You will need a reference number that will be issued by our company for an exchange/return. *Please make a request for an exchange/return in advance.
- For exchanges or returns made by the customer, the customer will be responsible for the shipping fees. Please pay the shipping fee before sending back the product to us.
- When sending an exchange or return due to a defect or malfunction, please select Cash on Delivery from Sagawa Express. If you choose Cash on Delivery and use a shipping company other than Sagawa Express, the package will be sent back to you. The customer is responsible for all the shipping costs when returning the product.
- When returning a product, please arrange all the original accessories back in the same condition as when you received them.
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