Refund policy
Return & Exchange Policy
Returns
We offer a 14-day return policy, which means you have 14 days from the delivery date to request a return.
To be eligible for a return, the item must be:
- Unused and in its original condition
- In its original packaging, with tags (if applicable)
Return shipping costs are the customer's responsibility, or may be deducted from your refund if we provide a prepaid return label.
This depends on your country and the return conditions.
Items sent back without prior approval will not be accepted.
To start a return, please contact us via our contact page. If your return is approved, we’ll send you instructions on how and where to send your package.
If you have any return-related questions, feel free to reach out.
Damaged or Incorrect Items
Please inspect your order upon reception. If you receive a defective, damaged, or incorrect item, contact us immediately with a photo and your order number. We handle these issues on a case-by-case basis and will do our best to find a solution.
Non-Returnable Items
Certain types of items cannot be returned, including:
- Custom or personalized products
- Gift cards
If you're unsure whether your item is eligible for return, don’t hesitate to contact us.
Exchanges
Need a different size, color, or product? The fastest way is to:
- Place a new order for the desired item
- Return the original one by following the steps above
- Once we receive and approve your return, we’ll issue a refund for the original item.
Refunds
Once your return is received and inspected, we’ll notify you of the approval status.
Approved refunds are issued to your original payment method.
Please note it may take several business days for your bank or credit card provider to process the transaction.
* Refund amounts may vary slightly due to currency conversion and are outside of OTSUKATSU’s control.