Refund policy

SECTION 1 - Cancelation

Please note that our website does not accept order cancelations for customer reasons.

 

SECTION 2 - Product returns/exchanges

  1. Please note that our website does not accept product returns/exchanges for customer reasons.
  2. If there are clear damages/stains/defects in the products that arrived, or if our website makes a shipment error and delivers a wrong product or wrong quantity of products, please contact us within seven days or less from the arrival date. The specific procedures for product returns/exchanges are outlined below. Please note that we do not accept product returns/exchanges for products that have been returned without contacting the customer service in advance.
    1. Please contact the below contact address indicating how the arrived product is damaged/stained/contains defects or how the product differs from the order, then indicate how you would like us to respond (product return/refund/exchange the product with another product with the same description).
      （Inquiry email address at alnair_07@tohan.co.jp for requesting product return/exchange or a contact form using the Shopify function）
    2. For damages/stains, please attach a photo that shows the product state and a photo showing the package condition when the product arrived.
    3. We will check the information you indicate, and the shop will contact you about how to return the product/make an exchange.
    4. If you wish to make an exchange, we will do our best to arrange the same product as much as possible. However, the same product may not be available depending on the product. In such cases, we will confirm the product return then refund the product fee and the shipment fee for the said product. If other products were shipped at the same time or depending on the content, please note that we may not refund all of the shipping fees.
    5. For products that our website approves to give product returns/exchanges only, the website will cover the costs for the return shipping fee and the shipping fee to send the exchanged product.
  3. Even if the request is made within seven days or less from the arrival date, we do not accept product returns/exchanges for below cases.
    1. If the product is already used
    2. For books/magazines/manga/other readable products with opened shrink package (that has been prepared at the time of shipment) or if the OPP bag has been opened
    3. For damages/stains caused by the customer
    4. For stains that can be generally overlooked, excluding stains that hinder product usage or significantly reduce product value

 

SECTION 3 - Refund

For cases that our website approves to give a refund, we will check that the product in question is returned, then begin the refund process. The refund will be conducted automatically using the customer’s original payment method. Please note that it may take time before the bank or the credit company the customer used processes the refund and updates the status.