Refund policy
Return & Refund Policy (International Orders)
At Kaneko Coma Shoten, we want you to shop with confidence. If you are not satisfied with your purchase, we accept return requests within 30 days of delivery.
📝 Return Conditions
- Items must be unused and in the same condition as received (with tags, in original packaging).
- A valid proof of purchase (e.g., order confirmation email or receipt) is required.
Please contact us at info@kanekocoma.com before returning any item. We will provide return instructions and the appropriate shipping address.
Items returned without prior approval may not be accepted.
📌 Notes on Product Characteristics
Many of our items are vintage, handcrafted, or one-of-a-kind. Please read product descriptions carefully and understand the following:
- Vintage items may show natural wear or signs of age. These are not considered defects if consistent with the product description.
- Fragile items are carefully packed, but damage caused after delivery is not eligible for return.
- Handmade items may feature natural variations, which are not considered defects.
🚨 If Your Item Arrives Damaged or Incorrect
Please inspect your order promptly upon arrival. If your item:
- Arrives damaged
- Has defects or initial faults
- Is not the item you ordered
Contact us within 7 days of delivery. We will respond with a refund or replacement as appropriate.
🚫 Non-Returnable Items
- Perishable goods (food, flowers, plants)
- Custom or personalized items
- Personal care items (e.g., cosmetics)
- Hazardous materials or flammable liquids/gases
- Sale items and gift cards
If you're unsure whether your item qualifies for return, please contact us before purchasing.
🔁 Exchanges
If you wish to exchange an item, we recommend processing a return first and placing a new order for the desired item. Refunds will be issued once the returned item is received and approved.
🇪🇺 EU Customers – 14-Day Cooling-Off Period
If your order was delivered to a country in the European Union, you have the legal right to return it within 14 days, for any reason. To qualify, the item must:
- Be unused and in its original condition (with tags, packaging intact)
- Include proof of purchase
💸 Refund Process
Once we receive and inspect your returned item:
- If approved, we will issue a refund to your original payment method within 10 business days.
- Depending on your card issuer or bank, it may take several days to appear in your account.
If you do not see your refund after 16 business days, please contact us at info@kanekocoma.com.
If you have any questions about returns, refunds, or exchanges, please don't hesitate to reach out. We're here to help!