Refund policy

Cancellation Due to Customer Convenience
Cancellations due to customer convenience cannot be accepted for any order after it has been completed (once the sales contract is established), except in cases specifically approved by our company.

Returns Due to Customer Convenience
Except for defective products or shipping errors, returns and exchanges due to customer convenience are not allowed.

Product Exchange Due to Initial Defect
We take great care to ensure the quality of our products, but if the delivered product is different from what you ordered or if there is any damage or defect, please contact us at info@tomoe-ya.com within three days of receiving the product. We will promptly provide instructions for a return or exchange.

Important Information Regarding Returns
If the return is due to a defect in the product, we will cover the return shipping costs. Please send the product back using collect on delivery. However, even if there is a defect in the product, we cannot accept returns or other claims under the following conditions:

• If the product has been opened by the customer
• If the product has been damaged, scratched, or soiled by the customer
• If we are not notified within seven days of receiving the product
• If the product is returned without prior notice
• If the ordered product does not meet the customer's subjective expectations or intentions
• If there are differences in color, shape, or other characteristics from photos or illustrations due to the nature of the product

If You Cannot Accept the Delivery
If the product is not received by the customer within seven days after being delivered to the specified address, it will be considered returned. The costs associated with delivery, return, and storage of the product will be borne by the customer.