返金ポリシー

REFUND POLICY
UTSUWAJP wish your shopping experience with us always satisfies you. We will try our best to help you all out should you have any trouble or unpleasant moment.

 

CANCELLATIONS
Please note that we are unable to accept cancellations due to customs duties or shipping time. If you have any questions or concerns before placing your order, please do not hesitate to contact us at arterior@arterior24.jp.

 

RETURNS
We do not accept returns for reasons other than damage or defects.
This policy is intended to protect and support the artisans who uphold Japan’s traditional craftsmanship. Thank you for your understanding and cooperation.

 

EXCHANGES
UTSUWAJP only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.

Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.

If you wish to exchange it for the same item, contact us through our web form or send us an email at arterior@arterior24.jp with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.

 

REFUND
Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. For example, if your original payment is done with credit/debit card, it will take up to 30 days. If you use PayPal, you will receive your refund within 5-10 working days.

Refund will be only applicable for products and shipping costs are non-refundable. Thus, you will have to bear all the costs for shipping, both initial delivery and return, so the former will be deducted from your refund. Also, we cannot refund any taxes, duties or other charges which you may have paid when placing your order.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.