Refund policy

HACHIMAN KYOTO has established the following policy regarding returns, exchanges, and refunds.

Please review this policy carefully before making a purchase.

1. Checking Your Order Upon Delivery

Once you receive your order, please inspect the products and confirm the contents of your order as soon as possible.

If your product is damaged, defective, incorrect, or has any other issue attributable to us, please contact us within seven (7) days of delivery.

2. Defective, Damaged, or Incorrect Products

Please contact us within seven (7) days of delivery if:

  • The product is damaged or has an obvious defect;

  • You received a product different from the one you ordered;

  • You received a different size or color from the one you ordered; or

  • You received an incorrect product due to an error on our part.

After reviewing the circumstances, we will provide an appropriate remedy, which may include an exchange, reshipment, or refund.

To help us assess the issue, we may ask you to provide photographs showing the condition of the product, product tags, packaging materials, shipping box, shipping label, or other relevant details.

If a return or exchange is required due to an error or issue attributable to us, we will cover the applicable return shipping costs.

3. Returns and Exchanges for Customer Convenience

As a general rule, we do not accept returns or exchanges for reasons attributable to the customer, including, but not limited to:

  • The size does not fit;

  • The product differs from your expectations;

  • You selected the wrong color;

  • You ordered the wrong product or size; or

  • You no longer want or need the product.

Please carefully review the product description, size, color, materials, and other information provided on the product page before placing your order.

However, if mandatory consumer protection laws applicable in your country or region of residence provide you with rights to return or exchange a product, withdraw from a contract, or exercise other statutory rights, such laws will take precedence over this policy.

4. Products Not Eligible for Return or Exchange

Except in cases involving defects or errors attributable to us, or where a return or exchange is required by applicable law, we do not accept returns or exchanges for the following products:

  • Products that have been worn or used;

  • Products that have been washed, cleaned, repaired, altered, or otherwise modified;

  • Products that have been damaged or stained due to circumstances attributable to the customer;

  • Products with missing or damaged tags, accessories, or other components;

  • Sale items or other products expressly identified as non-returnable;

  • Made-to-order products;

  • Custom-made products;

  • Products individually altered, adjusted, or manufactured according to the customer's specifications; or

  • Products expressly identified in advance as non-returnable for hygiene or other applicable reasons.

5. Size, Color, and Individual Product Variations

Please carefully review the size information provided on each product page before placing your order.

As a general rule, we do not accept returns or exchanges because a product does not fit.

Product colors and textures may appear slightly different from the actual product depending on your monitor, smartphone, display settings, lighting conditions, or other viewing environment.

In addition, due to the characteristics of materials, dyeing, sewing, and other manufacturing processes, individual products may have slight variations in color, pattern placement, measurements, texture, or other characteristics.

Reasonable variations resulting from normal manufacturing processes are generally not considered product defects.

6. Refunds

If a refund is approved due to a defective, damaged, or incorrectly shipped product, or another issue attributable to us, the refund will generally be issued through the original payment method used for the order.

Where a return of the product is required, we will process the refund after the returned product has been received and inspected by us.

The time required for the refund to appear in your account after we process it may vary depending on your credit card company, financial institution, or payment service provider.

7. Differences in Refund Amounts Due to Exchange Rates

For international orders, the amount received as a refund in your local currency may differ from the amount originally paid due to exchange-rate fluctuations or currency conversion rates applied by credit card companies or payment service providers.

Except where attributable to us, we are not responsible for exchange-rate losses, currency conversion fees, foreign transaction fees, or other charges imposed by financial institutions or payment service providers.

8. Refunds of Customs Duties, Import Taxes, and Other Import Charges

Whether customs duties, import taxes, VAT, GST, customs clearance fees, or other import-related charges can be refunded depends on the customs regulations and other applicable rules of the destination country or region.

Taxes, customs duties, fees, or other charges that were not collected directly by us generally cannot be refunded by HACHIMAN KYOTO.

Where applicable, customers should contact the customs authorities, shipping carrier, or other relevant authorities in their destination country or region regarding any available refund or reimbursement procedures.

9. Refused Deliveries and Customs Clearance Issues

Failure or refusal to accept delivery due to the customer's refusal or failure to pay applicable customs duties or other import charges, failure to complete customs procedures, prolonged absence, refusal to accept delivery, an incorrect or incomplete shipping address, or other circumstances attributable to the customer will be treated as a customer-related issue.

If a shipment is returned to us for any of these reasons, we may issue a refund after deducting the following costs from the product price:

  • Original shipping costs;

  • Return shipping costs;

  • Customs duties, import taxes, and other applicable taxes;

  • Customs clearance fees;

  • Fees charged by shipping carriers or other service providers; and

  • Any other costs incurred by us in connection with the return of the shipment.

If these costs equal or exceed the product price, no refund may be issued.

10. Order Cancellations

As a general rule, we do not accept cancellations requested by customers after an order has been confirmed.

Even if an order has not yet been shipped, order processing, shipping preparation, or product manufacturing may already have begun. Please carefully review all order details before completing your purchase.

If we cancel an order for reasons attributable to us, we will refund the amount paid.

11. Customers in the EU, EEA, and Other Regions

Notwithstanding the provisions of this policy regarding customer-requested returns, exchanges, and cancellations, customers in the European Union (EU), European Economic Area (EEA), or other countries or regions may have statutory rights to withdraw from a distance sales contract, return products, receive refunds, or exercise other consumer rights under mandatory consumer protection laws.

Where such mandatory laws apply, the customer's statutory rights under those laws will take precedence over this policy.