Refund policy
Given the nature of our products and our sales model—which focuses primarily on one-of-a-kind items—we have established the following policy regarding returns, exchanges, and refunds.
Returns or Exchanges Due to Customer Preference
As a general rule, we do not accept returns or exchanges based on customer preference, such as the product not matching your expectations or an incorrect selection of size or design.
Please carefully review the product information, size, materials, and photographs provided on the product page before placing your order.
However, where applicable laws or our market-specific return and cancellation rules grant you the right to return an item, cancel an order, or withdraw from a purchase contract, those rights and rules will take precedence.
For eligible orders shipped to Europe, return or cancellation requests may be available subject to the applicable rules for your destination. EU customers should also review the “Right of Withdrawal for EU Customers” section below.
Damaged, Defective, or Incorrectly Delivered Items
If a product arrives damaged or defective, or if you receive an item different from what you ordered, please contact us as soon as possible at:
hisayuki.sujino@gmail.com
We may ask you to provide photographs showing the condition of the product and its packaging so that we can verify the issue.
If an issue attributable to us is confirmed, we will take appropriate action, such as repair, exchange, or refund, depending on the circumstances. We will cover reasonable return shipping costs required in such cases.
Because many of our products are one-of-a-kind, we may not be able to provide an identical replacement. In such cases, we may issue a refund or provide another appropriate remedy.
This section does not limit any mandatory statutory rights granted to you by law.
Characteristics of Natural Stones and Handmade Items
Our products may include natural stones and handcrafted items.
Natural stones may show individual variations in color, matrix, pattern, shading, inclusions, and surface texture. Handcrafted items may also show slight variations in shape, finish, or appearance.
Variations that are inherent to natural materials or handcrafted production, and that are disclosed or visible in the product description or photographs, do not generally constitute defects.
However, if the condition of the product differs significantly from its description or there is a defect that prevents normal use, we will review the matter and respond appropriately.
Items Not Eligible for Return
Except where required by applicable law, we may not accept returns for:
- Items that have been used, damaged, or soiled while in your possession
- Items that have been altered, repaired, or modified after delivery
- Items made, processed, engraved, or personalized according to your specific request
- Items returned before return eligibility has been confirmed by us
For products requiring hygiene considerations, including personal care tools, returns after use or opening may not be accepted to the extent permitted by applicable law.
Return Procedure
If you wish to return an eligible item, you may submit a return request through your customer account where the option is available, or contact us at the email address below:
hisayuki.sujino@gmail.com
After reviewing your request, we will provide return instructions and the appropriate return address if the item is eligible for return.
Please do not send an item back before receiving return instructions from us. We may be unable to accept delivery or process a refund for items returned without prior notice or a return request.
For damaged, defective, or incorrectly delivered items for which we are responsible, we will cover the necessary return shipping costs. For other eligible returns, you are responsible for the direct cost of returning the item unless otherwise required by applicable law or stated in this policy.
Refunds
After receiving the returned item, we will inspect its condition and notify you regarding the status of your refund.
If a refund is approved, it will generally be issued to the original payment method. Depending on the payment provider or financial institution, it may take additional time for the refund to appear in your account.
If your refund does not appear within a reasonable period after we confirm completion of the refund, please contact us at:
hisayuki.sujino@gmail.com
Order Cancellations
As a general rule, we do not accept cancellations for customer convenience after an order has been confirmed, except where cancellation or withdrawal is permitted under applicable law or our market-specific cancellation rules.
For eligible orders shipped to Europe, you may submit a cancellation request through your customer account until the item has been shipped.
After a request is submitted, we will review it and notify you of the outcome.
Nothing in this section limits any mandatory rights available to you under applicable law.
Right of Withdrawal for EU Customers
Where EU consumer law applies, you generally have the right to withdraw from an eligible distance purchase without giving a reason within 14 days from the date on which the last item in your order is delivered.
Eligible customers can exercise this right electronically by submitting a return or cancellation request through their customer account. You may also contact us at the email address below where appropriate:
hisayuki.sujino@gmail.com
For eligible items that have not yet been shipped, you may submit a cancellation request through your customer account. For items that have already been shipped and are eligible for return, please submit a return request within the applicable return period.
After notifying us of your withdrawal, please return the item(s) within 14 days of that notification.
Unless otherwise required by applicable law, you are responsible for the direct cost of returning the item(s) when exercising your right of withdrawal.
If the value of the product has diminished because it was handled beyond what was necessary to establish its nature, characteristics, and functioning, you may be responsible for that diminished value in accordance with applicable law.
If your right of withdrawal is validly exercised, we will refund the product price and the applicable standard delivery costs received from you, as required by applicable law. If you voluntarily selected a delivery method that was more expensive than the least expensive standard delivery option offered for your order, the additional delivery cost may not be refundable.
Refunds will generally be issued within 14 days of our receipt of your notice of withdrawal. Where permitted by applicable law, we may withhold the refund until we receive the returned item(s) or until you provide evidence that the item(s) have been sent back, whichever occurs first.
The 14-day right of withdrawal may not apply to custom-made products, clearly personalized items, or other products that are excluded from the right of withdrawal under applicable law.
Nothing in this section limits any mandatory statutory rights granted to consumers under applicable law.