Refund Policy
Our store operates under the following conditions:
- Customer-initiated cancellation (before product shipment)
- Customer-initiated refund
- Customer-initiated exchange
- Refund due to product defects
- Exchange due to product defects
※Please note: We do not accept customer-initiated exchanges or refunds.
Customer-Initiated Cancellation (Before Product Shipment)
Eligible Conditions Cancellations are accepted before manufacturing begins. ※Our business days exclude weekends and holidays. ※Phone cancellations are not accepted. Please contact us via email or contact form.
Refund Amount Full payment amount will be refunded. ※For credit card payments, we will cancel the charge on our end. Please contact your card company for details. ※Detailed breakdown of the refund amount will be provided via email at a later date.
Important Notes Regarding Cancellation, Refund, and Exchange
About Cancellations
- Made-to-order products can be cancelled before manufacturing begins (before design confirmation notification).
- Customer-initiated returns are not accepted for made-to-order products.
- Returns and exchanges are accepted for defects or issues caused by our company. Please contact us within 10 days of product arrival.
- Used products, washed items, or products damaged or soiled by customer responsibility cannot be returned or exchanged.
Cancellation Conditions Products can be cancelled under the following conditions:
- Before manufacturing begins (before design confirmation notification)
- Product defects, deficiencies, design errors, or other issues caused by our company
- If no response is received within 7 days after design confirmation, we will treat it as a cancellation
Disclaimer
- Delivery delays may occur due to road conditions. Cancellations due to delivery delays are not accepted.
- Our products are made from natural wood and may contain small scratches, paint accumulation, or minor stains. Please understand this in advance.
Liability Standards Returns and exchanges are provided for product defects, deficiencies, design errors, or other issues caused by our company. Other issues such as delivery delays, loss during shipping, theft, damage during transit, natural disasters (typhoons, earthquakes, extreme heat, salt damage, severe cold waves), natural calamities causing deformation, discoloration, damage, or contamination are not covered by compensation. Additionally, injuries, exterior wall damage/repair, contractor arrangements/costs that occur during product installation are also not covered by compensation.
Customer-Initiated Refund
We do not accept customer-initiated refunds.
Notes Please email us to request a refund.
Customer-Initiated Exchange
We do not accept customer-initiated exchanges.
Notes There may be cases where exchanges cannot be accommodated due to unavailability of identical products. In such cases, we will offer a refund instead.
Refund Due to Product Defects
Eligible Conditions Returns and exchanges are accepted for product defects, deficiencies, or other issues caused by our company. Used products, washed items, or products damaged or soiled by customer responsibility cannot be returned or exchanged.
Eligible Period Contact us within 10 days of product arrival
Refund Amount Full product price
Return Shipping Cost Covered by store
Notes Please email us to request a refund.
Exchange Due to Product Defects
Eligible Conditions Returns and exchanges are accepted for product defects, deficiencies, or other issues caused by our company. Used products, washed items, or products damaged or soiled by customer responsibility cannot be returned or exchanged.
Eligible Period Contact us within 10 days of product arrival
Return Shipping Cost Covered by store
Replacement Shipping Cost Covered by store
Notes There may be cases where exchanges cannot be accommodated due to unavailability of identical products. In such cases, we will offer a refund instead.
Additional Notes for International Customers
International Orders:
- Please contact us for specific policies regarding international returns and exchanges
- Additional shipping costs may apply for international returns
Contact Information: Email: order@harutake.com Response time: Within 2 business days (Japan time) Languages: Japanese and English