Return Policy
Return Policy
Are returns accepted?
Yes, we accept returns provided the following conditions are met.
If you are not satisfied with your order, you may return the item within 30 days of receipt. However, to be eligible for a return, all the following conditions must be met:
- Original condition: Items must be returned with all original components, packaging, and accessories. They must be in the same condition as when received.
- Proper handling: Items must be handled with care. Damages due to improper handling are not eligible for return.
- Hygiene-sensitive items: For hygiene-related items such as underwear or swimwear, please ensure they are thoroughly cleaned before returning.
- Defective items: If you receive a defective item, please contact us immediately with photos of the defect.
- Return shipping cost: You are responsible for the cost of return shipping.
- Return confirmation: If the conditions are met, we will notify you of the return acceptance within 7 business days.
Important: We may refuse returns for items that show signs of use, damage, or improper handling.
How to process a return
If you wish to return an item, please follow these steps:
Send an email to info@tsubaki-koubou.com. Please include the following information in your email:
- Order number
- Reason for return
- Photos of the item (if damaged or defective)
- Your name and address
After receiving your request, we will provide you with the correct return shipping address. Please do not send returns to the original shipping address from your order.
About return shipping costs
You are responsible for the cost of return shipping. Shipping costs vary depending on the carrier you choose.
However, we will cover the return shipping costs only if a damaged or incorrect item was delivered due to our error. In such cases, you must contact us immediately with photos of the item upon receipt, and prior approval from us is required.
Cancellation Policy (Right of Return)
You have the right to cancel your order within 30 days of purchase.
Important: Our system processes orders automatically, so we cannot interrupt the shipping process once an order is confirmed. Therefore, cancellations after order confirmation are generally not accepted. We ask that you handle cancellations as returns after receiving the item. In rare cases, minor adjustments such as size or color changes may be possible, so please contact us as soon as possible.
If you wish to cancel, please send an email to info@tsubaki-koubou.com. The cancellation will be officially processed once we receive the returned item. You will be responsible for the return shipping costs.
Important notice regarding shipping
Since our products are shipped from overseas, delivery may take longer than usual due to customs clearance or other circumstances. Please note that shipping delays are not a valid reason for cancellation. If the item is already in transit, we cannot accept cancellations. Please follow the return procedure after the item arrives.
Action after cancellation
If you exercise your right of cancellation, we will refund the amount excluding shipping costs, unless the return is due to our error. Refunds will be processed within 30 days of receipt of the item, using the original payment method.
Please note: Returned items must be sent to our overseas warehouse at your expense.