Refund policy

Shipping, Returns, and Refunds

Thank you for shopping at 絢爛彩雅-KENRAN SAIGA- 【ONLINE SHOP】. All products in our store are made-to-order, manufactured one by one upon receiving your order. Due to the nature of our products, we have established the following policies:

1. Eligibility for Returns and Exchanges

Since all our products are made-to-order (print-on-demand), we generally do not accept returns, exchanges, or cancellations after an order is confirmed for customer convenience.

  • Examples of non-eligible reasons: Ordering the wrong size, differences in color or expected image, ordering mistakes, change of mind, etc.

  • To customers in the EU/UK: As our products qualify as "Personalized goods" (made-to-order), they are exempt from the 14-day right of withdrawal (right of return) under the EU Consumer Rights Directive.

2. Defective Products

We will offer a free replacement or a refund only if the delivered product has manufacturing defects or was damaged during shipping.

  • Claim Deadline: Please contact us within 30 days of receiving the product.

  • Requirements: Please contact us via the inquiry form, providing your order number and attaching clear photos showing the defect.

3. International Shipping and Customs Duties

If you wish to have your order shipped outside of Japan, please note the following:

  • Customs Duties and Taxes: All customs duties, import taxes, and customs clearance fees incurred upon receipt are the sole responsibility of the customer (recipient).

  • Shipping Delays: Depending on customs inspections in various countries or international situations, deliveries may be significantly delayed beyond the estimated timeframe. Our store cannot be held responsible for such delays.

4. Shipping Issues and Refusal of Receipt

  • Incorrect Address & Extended Absence: If a product is returned to the manufacturing facility due to incomplete shipping information or extended absence, additional shipping fees will apply for reshipment.

  • Storage Period: Returned items are stored at the manufacturing facility for 28 days. Please note that after this period, the items will be discarded and no refund will be issued.

  • Refusal of Receipt: If a product is returned or discarded because the customer refused to receive it for personal reasons (including refusal to pay customs duties), no refund will be issued.